Participant

Answered

Firefly shows "Not available in your region" though I currently live in and access the service from the United States. My Adobe account may still be associated with Russia from before I relocated — requesting review/update of my account's country.

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Steps to reproduce:
1. Sign in to Adobe Firefly (firefly.adobe.com) with my Adobe ID.
2. Navigate to Generate image or Boards.
3. Immediately see the "Not available in your region" error screen (screenshot
attached), even though I am physically located in and connecting from the
United States.

Expected result: Access to Firefly, since I am currently a US-based user.

Actual result: Full block with the region-unavailability message.

Additional context: I contacted Adobe chat support first, and the virtual
assistant indicated there was no active plan linked to my account and
suggested signing in with a different email if I had one — which suggests
this may not be a simple region-detection bug, but possibly tied to my
account's original country of registration (Russia), from before I relocated
to the US. I would like to request a review of my account and, if possible,
an update to reflect my current country (United States), so I can access
Firefly and purchase a plan.

ShivangiGuptaCorrect answer

Community Manager

Thread Summary

The user reported that Adobe Firefly displayed a “Not available in your region” message every time they opened Generate image or Boards. They said they currently live in and connect from the United States. They suspected their Adobe account was still associated with Russia from before they relocated, and they asked for the account’s country to be reviewed and updated so they could use Firefly and purchase a plan.

Solutions suggested by Adobe

Check that Firefly is offered in the country linked to your account. Firefly availability depends on the country associated with your Adobe account. Adobe lists Russia, Belarus, and China as locations where Firefly isn’t available. Adobe products and services also can’t be used in Cuba, Iran, North Korea, Syria, Crimea, and the so-called Donetsk and Luhansk People’s Republics. Adobe Firefly FAQ
If you don’t have an active subscription, update your country when you subscribe.
- Sign in at the Creative Cloud plans page and select a plan.
- On the payment info page, choose your current country or region from the drop-down menu.
- In the “This page is about to refresh” prompt, select Change to [country name].
- Enter your new billing details to finish.
Change the country associated with your Adobe account
If you have an active subscription, change your region from your account page. Open your Adobe Account Overview page and use the change region option at the bottom left. Change the country associated with your Adobe account

^Shivangi

ShivangiGupta

Correct answer

Community Manager

Thread Summary

The user reported that Adobe Firefly displayed a “Not available in your region” message every time they opened Generate image or Boards. They said they currently live in and connect from the United States. They suspected their Adobe account was still associated with Russia from before they relocated, and they asked for the account’s country to be reviewed and updated so they could use Firefly and purchase a plan.

Solutions suggested by Adobe

Check that Firefly is offered in the country linked to your account. Firefly availability depends on the country associated with your Adobe account. Adobe lists Russia, Belarus, and China as locations where Firefly isn’t available. Adobe products and services also can’t be used in Cuba, Iran, North Korea, Syria, Crimea, and the so-called Donetsk and Luhansk People’s Republics. Adobe Firefly FAQ
If you don’t have an active subscription, update your country when you subscribe.
- Sign in at the Creative Cloud plans page and select a plan.
- On the payment info page, choose your current country or region from the drop-down menu.
- In the “This page is about to refresh” prompt, select Change to [country name].
- Enter your new billing details to finish.
Change the country associated with your Adobe account
If you have an active subscription, change your region from your account page. Open your Adobe Account Overview page and use the change region option at the bottom left. Change the country associated with your Adobe account

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^Shivangi

kglad

Community Expert

no thanks.

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Peru Bob

Community Expert

Scroll through here and see if something helps:

https://helpx.adobe.com/x-productkb/policy-pricing/change-country-associated-with-adobe-id.html

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C

courageous_Coconut5D2CAuthor

Participant

I'm still facing the same problem. I used to live in Russia, but now I live in the USA, so I don't know how to fix it. I couldn't find any form to send to support about this.

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Peru Bob

Community Expert

I requested an Adobe moderator to move this to the Account, Payment, and Plan forum.

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