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Ann25369798pfj1
Participant
May 8, 2023
Answered

I don't have access to apps.

  • May 8, 2023
  • 3 replies
  • 724 views

I've been using Adobe for quite a while now, and I'm using all apps plan.

I was using a student discount until last month and since April it was over and now paying full price.

For some reason, after I made the payment for the same plan but at full price, it does not let me access any app on my main device.

It has never happened before this month, and I can see the payment history saying it was successful.

I tried buying the same plan since the creative cloud on my device says I need to renew my subscription, but whenever I go further than just that step it says I already have that plan and asks if I want to pay for the team plan.

I've been trying to reach out to customer service via website, but it doesn't do anything but making me wait for no response.

How can I regain access in this case?

This topic has been closed for replies.
Correct answer kglad

@Ann25369798pfj1 

 

you should contact adobe support, not just because of this issue, but because you're eligible for the student discount for one year after finishing school.

 

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

3 replies

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
May 8, 2023

Confirm your account is active and payment details are current.

https://account.adobe.com/plans

 

1. Open CC Desktop App.
2. Click your Avatar (top right image) > Preferences > General tab > Settings. Select "Always keep Creative Cloud up to date."
3. Click on your Avatar again.
4. Sign-out of Creative Cloud.
5. Close all apps.
6. Restart your computer.
7. Open CC Desktop app.
8. Click your Avatar.
9. Sign-in with your paid ID and password.

 

Hope that helps.

 

Nancy O'Shea— Product User & Community Expert
kglad
Community Expert
kgladCommunity ExpertCorrect answer
Community Expert
May 8, 2023

@Ann25369798pfj1 

 

you should contact adobe support, not just because of this issue, but because you're eligible for the student discount for one year after finishing school.

 

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

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    May 8, 2023

    I will GUESS that your old login information, for your closed plan, is getting in the way

     

    What MAY work is to remove everything (make sure any cloud files are copied to a folder on your hard drive, or to something like a USB flash drive) and then do a fresh install using your new account

     

    https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to remove programs

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