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tonyv56812896
Participant
May 12, 2016
Answered

Cannot use my purchased InDesign

  • May 12, 2016
  • 1 reply
  • 781 views

Hello,

I purchased Creative Cloud single-app membership for InDesign (one-year, prepaid) recently and just tried to open the application but it is not letting me. I was on a free trial before and purchased the app via adobe.com when they sent me an email saying my trial was ending. When I try to open the app it simply says that my trial is over and when I click on license this software and sign in it sends me this: " We couldn't find a Adobe InDesign CC2015 subscription associated with this Adobe ID. You can purchase a new subscription or if you do have a subscription and are unable to access it, please contact Customer Support." So I am now contacting support, I have not found or been offered a phone number to call, which would be the easiest way to clear things up, so I am now looking to the forum for help. I have a receipt of purchase and now just looking for answers. Please help if you can, really need this to get work done.

All the best,

Jesse

    This topic has been closed for replies.
    Correct answer Bani Verma

    Hi Tonyv56812896,

    Kindly refer to Troubleshooting FAQ: What should I do if I have a membership but my app is acting as if I have a trial?

    Let us know if this helps.

    1 reply

    Ned Murphy
    Ned Murphy
    Legend
    May 12, 2016

    This is not customer support, though people here do provide support when they can.  In your case, contact customer support.

    For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...

    Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.

    Creative Cloud support (all Creative Cloud customer service issues)

    http://helpx.adobe.com/x-productkb/global/service-ccm.html ( http://adobe.ly/19llvMN )

    T
    tonyv56812896Author
    Participant
    May 12, 2016

    Yeah I have tried that route and it doesn't give me a phone number nor does it give me a chat option. It says to ask the forum...

    Not really sure what deleting cookies will do. I just tried and nothing happened. Logged into a different browser, and nothing happened. It says I have made no purchases, but I have a receipt for $240 saying otherwise, so I am just very confused.

    Bani Verma
    Bani VermaCorrect answer
    Legend
    May 18, 2016

    Hi Tonyv56812896,

    Kindly refer to Troubleshooting FAQ: What should I do if I have a membership but my app is acting as if I have a trial?

    Let us know if this helps.

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