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alyxr37619883
Participant
August 29, 2017
Question

Creative Cloud is telling me my Photoshop trial has expired, though I've been paying for it for over a year

  • August 29, 2017
  • 1 reply
  • 295 views

Whenever I try to open up Photoshop from Creative Cloud, it gives me the "Buy Now" button instead of a button to open it, and when I do manage to get to it from my files, it pops open a different window that says "validating software license..." that will shut down two seconds later, then pop up again. It won't stop going through this cycle of shutting down and popping up. When I go into my account, it shows that I do have Photoshop. I've tried everything from uninstalling Photoshop and reinstalling it, logging out of my account, and restarting my computer. The only thing I haven't tried is uninstalling Creative Cloud because whenever I try to do that it tells me that the application is needed for other apps to run and it won't let me, even though Photoshop is the only app that I should have. What do I do?

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1 reply

kglad
Community Expert
Community Expert
August 29, 2017

check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://www.adobe.com/account.html

if your account shows

a. your subscription is active,

1.  sign out and then back in to your cc desktop application using the same adobe id above to verify your subscription:  http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

2.  if that fails, https://helpx.adobe.com/creative-cloud/kb/cc-reverts-to-trial.html

if your account shows

b. you have no subscription and you're paying for one

1. using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'still need help', http://helpx.adobe.com/x-productkb/global/service-ccm.html