I can't use my account even though I have the pre-paid subscription running

Forum|Forum|8 months ago
May 27, 2025
2 replies
318 views

I have been billed for Creative Cloud all apps 100 GB prepaid annual subscription with renewal on April 23rd 2025. On my account it is stated that I have the access until April 24th, 2026. Since I didn't want to continue to have a yearly prepaid subscription after this date (April 24th, 2026), I canceled my subscription on May 21st 2025, so I don't get billed automatically after my yearly subscription ends. From the subscription rules, I should be having full access until April 24th 2026, since I cancelled my subscription after the 14-day period within which I would have been eligible for a refund. However, today when I tried to use Adobe PDF reader, I was not allowed to use any of the subscription-covered features. I didn't get any refunds and I expect to be able to use all the subscription features since I paid for the whole year in advance. Could you please help me solve this problem?

Billing

kglad

Community Expert

annual subscriptions paid annually have always ended as soon as they are cancelled. continuing until the end of the annual term would be a change from previous behavior.

before following @Anshul_Nautiyal 's suggestion, check your account, https://account.adobe.com

does it show a current active plan?

M

Milica23314084x2shAuthor

Participant

This is the extract from the terms and conditions Adobe page for my type of subscription (yearly subscription with prepayment):

Termination conditions:

You can cancel your subscription at any time. To do so, access your Adobe account or contact support . If you cancel your original order within 14 days, you will receive a full refund. If you cancel after 14 days, no refund is available, and your subscription will continue until the end of the contract term.

So it should be still active in any case. I have tried everything from @Anshul_Nautiyal's reply and it didn't help. On my account it is written "You have canceled this subscription.", but I should still have the access until the end of the billing period since it's a pre-paid subscription. If I were to try to activate it again, I would need to pay the full price again, even though I have paid for the next year already.

Thanks in advance for the answer!

A

Anshul_Nautiyal

Community Manager

Hi @Milica23314084x2sh,

Thank you for reaching out and sharing the details of your situation.

You are correct—if you purchased a prepaid annual subscription and canceled it after the 14-day refund window, you should retain full access to your Creative Cloud All Apps plan until the end of your paid term, which in your case is April 24, 2026.

If you're currently unable to access subscription features, please try the following steps:

Check plan status
Visit https://account.adobe.com/plans to confirm whether your plan is still listed as active. If it appears inactive or missing, this may indicate a billing or account synchronization issue.

Try web access
Go to https://www.adobe.com/apps/all/all-platforms and check whether you're able to access your apps from the web. If access is available there, the issue may be specific to the Creative Cloud desktop app.

Resolve licensing issues
If the desktop app is not recognizing your license and is displaying a trial or expired message, follow the steps outlined in the guide below to resolve the issue:
https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

If the issue persists, proceed with steps 1 through 7 from this document:
https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

Additionally, try the instructions in the following article, which addresses license issues related to system credential managers:
https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

We hope this resolves the issue. Please let us know if you need any further assistance.

Regards,
^AN

Termination conditions:

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