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Kartikeya34194991lg58
Participant
December 11, 2023
Question

Can’t access data stored on cloud

  • December 11, 2023
  • 2 replies
  • 459 views

 

I had an active subscription with adobe creative cloud for 5 years through my university. However the subscription got ended possibly due to submission of my PhD. I got no notification of the cancellation and thus only realised a few days back that I don’t have access to creative cloud. I had data on the cloud that I hadn’t backed up and now I can’t seem to access that. When I access the files page on my account, it says no files but I can see that it is using 4.1 GB of space. Most of it was files on cloud through use of Fresco on a Tablet. Is there any way I could get a back up of my files?

I have contacted adobe support and was suggested to post here to see if community experts can help. So far I have seen files and libraries tab on my account but no files seem to exist there. Only at the bottom left it says that I am using 4.1 GB. Will be huge help if somebody has encountered something similar, particularly if they had an account through university or work place. 

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    2 replies

    Tarun Saini
    Community Manager
    Tarun SainiCommunity Manager
    Community Manager
    December 12, 2023

    Hi @Kartikeya34194991lg58,

     

    Thanks for posting it here. I have checked this with the team, and your data is saved on  kartikeya.sangwan@gmail.com, which is a business ID, and this account is currently inactive. You need to connect with your admin of this account, who would be able to claim it.

     

    Thanks,

    Tarun

      K
      Kartikeya34194991lg58Author
      Participant
      December 12, 2023

      Hi Tarun,

       

       

       

      Thanks you so much. It's a relief that data is on there. Can I please clarify a couple of things?

      1) Do I have 2 creative cloud accounts then? Because when I try to put in the gmail address in login, it says no account with this email exists. 

      2) I assume by admin you mean admin or IT team at my university? Would it be at all possible to merge the two accounts to my university email as the IT team can only get me subscription at my university account? 

      Thanks again for confirming this. 

      Kind Regards,

      Kartikeya

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      December 12, 2023

      1) the gmail account is inactive.  ie, it doesn't exist, but it can be re-activated

       

      2) https://helpx.adobe.com/enterprise/using/global-admin-overview.html

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        December 12, 2023

        What happens to my existing files?


        You can continue to access your Creative Cloud files on your computer and the Creative Cloud website, subject to a 2-GB cloud storage limit. If you’re over the 2-GB cloud storage limit when you cancel, you have 30 days to move files out of cloud storage.

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