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Participant
December 4, 2024
Question

Apps are saying my license has expired, but it hasn't

  • December 4, 2024
  • 4 replies
  • 7006 views

I bought a student Adobe subscription October 2022, which I knew would eventually run out and I'd have to pay the full price. At some point last year (I think) this automatically switched over and I had no problem with the apps working on my laptop as I still had a subscription to all the Creative Cloud apps. However, a couple of months ago I went to open Illustrator and it said my license was expired even though I have a monthly subscription which I am paying every month. Additionally, the Creative Cloud app centre on my laptop is saying I only have access to certain apps and only on a web browser or a mobile phone/tablet. However, when I log into my account on my web browser it shows that my subscription gives me access to all the apps and that they're available as desktop apps. 
I have tried everything to fix this. I have logged out and back in again. I have uninstalled and reinstalled all of my Adobe apps - previously on 2022 and now on 2025 versions. I have had to redownload apps through the web browser as this recognises my full subscription, but the Creative Cloud app centre on laptop still won't recognise this. Nothing is working. 

I pay £28.99 per month for my subscription. Is it simply that I'm actually not paying for all apps and I've misunderstood what Adobe account I've got? Is this a common issue? I've got a MacBook which is on OS Sequoia 15.1.1. 

Images below showing the error, what the Creative Cloud app centre shows I can download and what the web browser shows I can download. Please can someone help me? 

<Images removed by Moderator>

4 replies

Participant
December 6, 2024

Thank you everyone for your help, but none of these suggestions are working. I'm stuck. 

Jeffrey_A_Wright
Community Manager
Community Manager
December 6, 2024

I am sorry to hear that, Lauren, please click on https://adobe.ly/3BdtGFF to chat directly with a member of our support team. If the chat window does not automatically open, then please use a different device to contact us. ^JW

Participant
December 6, 2024

Thanks for sending this link, but I've tried to use the chat before and is just constantly disconnects in the middle of the discussion because I haven't replied in a certain amount of time, even though this si because I am trying to do what they have told me to. 

I've been send an Adobe email on messenger who I've sent a message to. Hopefully they can help. 

Nancy OShea
Community Expert
Community Expert
December 4, 2024

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.

 

Nancy O'Shea— Product User & Community Expert
kglad
Community Expert
Community Expert
December 4, 2024

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



<"moved from using the community bugs">
Jeffrey_A_Wright
Community Manager
Community Manager
December 4, 2024

Lauren, sorry you are unable to use your Creative Cloud membership on the current computer. Please see https://adobe.ly/4inlfbi for steps you can take to resolve the error. I already confirmed that your membership is active so complete the remaining three solutions.

 

Please feel free to update this public forum discussion, if you have any questions.

 

I will be removing your images since they contain personal information. ^JW

kglad
Community Expert
Community Expert
December 4, 2024

apply @Jeffrey_A_Wright's linked fix, first. only if that falls should you proceed:

 

https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

 

if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

 

if those all fail, change your cc language.  eg, try international english

 

if that fails, change the install location