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Paid for Adobe Firefly but cannot use the service

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Hello,
I made a payment for Adobe Firefly on September 11, 2026, but I still cannot use the service. The payment was successful, but Firefly is not available on my account.
I have attached my payment receipt as proof of payment.
Could you please check my account and help me activate Firefly?
Thank you!

Jeff_A_WrightCorrect answer

Community Manager

Thank you for your update, Anastasia

I am very sorry that you continue to encounter problems utilizing our services. I checked your account, and there are still no records of you contacting us outside of this public discussion forum, Anastasia.

Please use a different device to reach us at https://helpx.adobe.com/contact.html?rghtup=autoOpen. No actions will be taken on your account from this public discussion thread, so please work with someone locally who can help you reach us at https://helpx.adobe.com/contact.html?rghtup=autoOpen

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Enchanting_Mischief154bAuthor

Participating Frequently

Dear Adobe Support Team,

I am contacting you regarding a serious issue with my Adobe Firefly subscription.

I have already paid for the subscription twice, but I still cannot use the service. My account continues to show 0 out of 2,000 credits, and the subscription benefits have not been activated.

I have already followed all the troubleshooting steps suggested by your support team: I cleared my browser cache and cookies, disabled VPN and other services, restarted my phone, logged out of my Adobe account, and logged back in. Unfortunately, none of these steps resolved the issue.

I made the following payments:

September 11, 2026 — $11.99
October 2, 2026 — $11.99

The payments were successfully charged, but I still cannot use the paid Firefly features.

I am very disappointed because I have now paid twice for a service that I cannot use.

Please either fix this issue immediately and activate the subscription and credits on my account, or issue a refund for the payments, as I have not been able to use the service I paid for.

I have attached screenshots confirming the payments and the current status of my Adobe Firefly account.

I would appreciate your prompt assistance in resolving this matter.

Kind regards,
Anastasia Dobrovolskaya

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Jeff_A_Wright

Correct answer

Community Manager

Thank you for your update, Anastasia

I am very sorry that you continue to encounter problems utilizing our services. I checked your account, and there are still no records of you contacting us outside of this public discussion forum, Anastasia.

Please use a different device to reach us at https://helpx.adobe.com/contact.html?rghtup=autoOpen. No actions will be taken on your account from this public discussion thread, so please work with someone locally who can help you reach us at https://helpx.adobe.com/contact.html?rghtup=autoOpen

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caroline_edits

Community Manager

Hey there, I see you’ve gotten a lot of suggestions but none of them have worked. I wanted to check in and see if your subscription had been made available.

If not, can you please show us a screenshot of what it looks like when Firefly is not working? Is it giving you an error message?

Caroline

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Enchanting_Mischief154bAuthor

Participating Frequently

Dear Caroline,

Thank you for your response and for taking the time to look into my issue.
There is no error message displayed. The issue is that my subscription is active, but the credits have not been added to my account.
When I try to use Firefly, the system suggests that I purchase the credits again. However, I have already paid for the subscription, and after the payment, my 2,000 credits were not added. My account still shows 0 out of 2,000 credits.
I have attached a screenshot showing the current status of my account. I would appreciate it if you could please check my payment and account and help me resolve this issue by adding the credits that I have already paid for.
I would also like to clarify that I do not want to purchase the subscription again, as the payment has already been made.
Thank you for your assistance. I look forward to your response.
Kind regards,
Anastasia

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Jeff_A_Wright

Community Manager

Thank you for the update, @Enchanting_Mischief154b.

I reviewed your account and can see that, as of September 24th, the subscription is now past due. When a subscription is past due, access to subscription benefits and associated credits will be impacted.

Because account billing and payment details aren't something we can review or resolve in this public forum, please get in touch with us directly so our support team can review the payment status and help restore access to your subscription benefits:

https://helpx.adobe.com/contact.html?rghtup=autoOpen

Once you've connected with support, they can verify the payment details on the account and determine why the credits have not been applied.

I appreciate your patience while this is being resolved. Please let us know if you have any additional questions, @Enchanting_Mischief154b.

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Jeff_A_Wright

Community Manager

Thank you for posting, @Enchanting_Mischief154b.

I apologize for any problems you’re encountering accessing Firefly.

I can confirm that your Adobe Firefly Standard subscription is active on your Adobe account and began on July 24.

Since signing out and back in did not resolve the issue, I'd recommend trying to access Firefly in a different web browser or on a different device. This can help determine whether the issue is related to your current browser, cached authentication data, or local device configuration.

You may also find the following troubleshooting article helpful:

https://helpx.adobe.com/firefly/web/troubleshoot/error-while-signing-in-to-the-firefly-website.html

Thank you as well to @Peru Bob and @kglad for their suggestions.

Please let us know whether you're able to access Firefly from another browser or device, @Enchanting_Mischief154b.

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Enchanting_Mischief154bAuthor

Participating Frequently

Thank you for your response and for confirming that my Adobe Firefly Standard subscription is active.

I have already tried signing out and signing

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kanikas28368183

Community Manager

Hi Enchanting_Mischief154b,

We're sorry you're running into this issue.

Could you let us know what happens when you try to sign in? Do you see any error message?

Also, please make sure you're signing in with the same email address you use for the community account.

If possible, could you share a screenshot of the error or message you're seeing? That will help us better understand what's going on.

Thanks for your patience. We look forward to hearing from you and helping you get this sorted out.

^KS

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Peru Bob

Community Expert

Try signing out of your account and then sign back in.

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Enchanting_Mischief154bAuthor

Participating Frequently

Thank you for your suggestion. I have already signed out of my Adobe account and signed in again, but unfortunately Firefly still does not work.
I paid for Adobe Firefly on September 11, 2026, and I still cannot use the service. I have also attached my payment receipt.
Could you please check whether my payment and subscription are correctly linked to my Adobe account and help me restore access?

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kglad

Community Expert

post this in the ff forum, https://community.adobe.com/p/firefly

p.s. change your title to avoid a duplicate message problem.

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