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rong4456414
rong4456414
Participant
July 25, 2023
Question

Creative cloud not accepting my details

  • July 25, 2023
  • 1 reply
  • 135 views

Hi, I've been subscribing to Creative Cloud now for some time and everything has been working fine. I had a problem a few days ago and the solution, I was told, was to uninstall Cloud and reinstall it. Did this OK. But now, although it recognises my plan and tells me what apps I have (just about all of them), when I try to use any of them I have to reinstall them. When I do that I'm told I've started a 7 day trial for the app, even thouigh I'm paying for them already. I've reinstalled Creative Cloud again and started from the beginning with a fresh log in (using the original email address and password - which is recognised) but the problem persists. It's virtually impossible to speak to Adobe about the problem (their virtual assisstant is totally useless and simply can't understand my problem). I'm just about at my wit's end. Any sensible advice would be great. Adobe if you're monitoring this please get in touch!

 

Thanks

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    1 reply

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    July 25, 2023

    start here - https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

     

    if that fails, proceed to these steps - https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

     

    if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

     

    if that fails, contact adobe support via chat. there are 2 ways to contact adobe; chat and twitter:

    chat:
    use a browser that allows popups and cookies
    and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
    in the chat field (lower right), type AGENT
    be patient, it can take quite a while to reach a human.

    twitter:
    tweet @AdobeCare

    p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

     

    ===========================================

    in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

    p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.



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