Creative Cloud can't see my plan.

Question

Creative Cloud doesn't see my plan. When I open it in the browser, it prompts me to switch from Creative Cloud Pro to Creative Cloud Pro because it can't see or read my plan. Basically, it's glitchy.
I cleared the cache, reinstalled apps, the browser, and Creative Cloud itself. I don't have ad blockers or a VPN. Nothing changed, neither the provider nor the settings. Everything works fine except for your app, and I can't open it on another device, I need it on this computer.
Can anyone help? Operators just close chats or just ignore me.

ShivangiGupta · Accepted Answer

Thread SummaryThe user reported that the Creative Cloud desktop app could not read or recognize their active plan. When opened in the browser, it repeatedly prompted them to switch from their current plan to the same plan, since the app was unable to detect it correctly. The user had already cleared the cache and reinstalled the apps, browser, and Creative Cloud itself, confirmed no ad blockers or VPN were in use, and stated nothing else had changed on their device or network, yet the issue persisted. The user also mentioned they could not use the app on another device and needed it working on their current computer.Suggestion solutionsIf Creative Cloud isn't recognizing your active subscription or keeps prompting you to switch to the same plan, try the following:Sign out and sign back in to the Creative Cloud desktop app. This refreshes your account's licensing information and often resolves cases where an active subscription isn't being detected.Apps won't launch due to subscription errorConfirm you're signed in with the correct Adobe ID. If your email is linked to more than one Adobe plan, you may be signed into the wrong profile. Sign out and choose the correct profile associated with your active subscription when signing back in.Resolve trial and license expired errorsQuit and relaunch the Creative Cloud desktop app to refresh its background processes, and make sure it's updated to the latest version.Creative Cloud sign-in issues and solutionsCheck your system clock and internet connection, since an incorrect date/time or intermittent connectivity can cause the app to fail to verify your subscription status.Apps won't launch due to subscription error

Jeff_A_Wright · Answer

Thanks for posting to this public discussion forum, @DikaGlVl.

I am sorry for the problems you are encountering accessing your active subscription. I do see that you were able to reach us and that support case ADB-44736841-G3X3 has been opened and a callback scheduled.

Please use the steps listed at https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you need to make any adjustments to the callback or have any feedback or questions.

Thank you for your patience, @DikaGlVl, I am confident that our team will be able to work with you to resolve the cause of the computer not seeing your active subscription.

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