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IlaKhan
Participant
January 17, 2022
Answered

Being Charged to Buy Apps Even Though I Have A Subscription

  • January 17, 2022
  • 1 reply
  • 894 views

I have had a student adobe account for the last year and a half. Over the holidays I got a new laptop and I'm trying to download Photoshop and InDesign onto it. Whenever I open the apps they say my free trial has expired even though I'm paying for my subscrption, and it only gives me the option to buy a second subscrption.

This topic has been closed for replies.
Correct answer IlaKhan

Please go to Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html


Thanks!

 

For anyone else with this problem - I ended up having the Creative Cloud Unistaller (https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html?sa_src=AVA_JC_bot-eng-Troubleshoot.FrozenInstall-CCI-SS10-msg#sa_src=web-messaging), which uninstalled and re-installed Creative Cloud, then logged out and logged back in again, and now it's finally working 🙂

 

Also the chatbox doesn't seem to work on Firefox, even after I turned off all my adblockers and pop-up blockers, but it worked fine in Chrome

1 reply

John T Smith
Community Expert
John T SmithCommunity Expert
Community Expert
January 17, 2022

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

I
IlaKhanAuthor
Participant
January 17, 2022

Thanks for trying but none of those worked 😞

Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
January 17, 2022

Please go to Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

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