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D
douhaa96065993
Participant
February 9, 2020
Question

Installation and Plan Problems

  • February 9, 2020
  • 2 replies
  • 358 views

I'm a university student and I used my student email to buy and download the student version of the Creative Cloud App on my laptop but Photoshop and InDesign (the two main programmes that I need) are not installing and I keep getting a message that tells me if I want to use any of the two then I'd have to buy the programmes seperately even though I already the bought the Student plan that's supposed to include them. This issue is the same with every other programme on the Creative Cloud App. I searched on the Adobe website to try and solve the issue but nothing seems to be working.

Since I'm unable to use any of the programmes I want to cancel the plan but the option to do so is not available. I don't want to pay for the plan when none of the programmes are working and I don't know how to resolve the issue. It's been more than 24 hours now since I completed the payment and the problem is still the same.

Can someone please help me resolve this issue as soon as possible because I don't want to pay for it when I don't have any of the programmes working. Thank you 

 

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2 replies

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
February 9, 2020

Assuming your computer meets or exceeds the system requirements for Creative Cloud desktop app + Photoshop + InDesign, etc...

 

  1. Does your computer user profile have administrative level permissions to install software?
  2. When you log-in to your account below, is your subscription active and payment details are correct?
    https://account.adobe.com/plans
  3. Did you download & install Creative Cloud desktop app yet? 
  4. https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
  5. Did you restart your computer?
  6. Did you try to log-in again with your paid ID and password?

 

Nancy O'Shea— Product User & Community Expert
    D
    douhaa96065993Author
    Participant
    February 10, 2020

    I have spoken to the IT Administrator of my university and was told that the university will provide the programmes for me in the coming academic year so I decided that I want to cancel my plan. But when I try to view my plans it says that there are no items available. I've checked the system requirements, restarted the laptop and tried uninstalling and reinstalling the Creative Cloud but it still didn't work.

    I really hope that I can find a solution because I really don't know how to make sure that the plan has been cancelled.

    Thank you

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    February 9, 2020

    Revert to trial https://helpx.adobe.com/manage-account-membership/cc-reverts-to-trial.html may help
    -and troubleshooting FAQ https://community.adobe.com/t5/Get-Started/Troubleshooting-FAQ-What-should-I-do-if-I-have-a-membership-but/td-p/7601068
    -and https://helpx.adobe.com/creative-cloud/kb/cloud-website-shows-trial-purchase.html

     

    To Cancel https://helpx.adobe.com/manage-account/using/cancel-creative-cloud-subscription.html
    -or Chat link https://helpx.adobe.com/contact/support.html

    -click the chat icon at the bottom right of the page to open a chat session
    -the chat icon looks like '3 dots inside a circle' at the lower right
    -type AGENT into the chat window to connect directly to a person rather than the AI
    .
    Also - beware of answering anyone who sends you a private message
    https://community.adobe.com/t5/community-help/avoid-phishing-3-easy-ways-to-identify-adobe-staff/td-p/10791730

      D
      douhaa96065993Author
      Participant
      February 10, 2020

      I'm trying to cancel my plan at the moment and I have been to the page of the link that you've provided. The option to manage or view the plan is not available and when I open to the Plans section of my profile it says that there are no items available. I'm not sure if the payment has been processed or if there was an issue with my account. 

      Thank you 

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