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Answered

Creative Cloud License Paid but shows as Free

Forum|Forum|10 years ago
October 14, 2015
1 reply
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Hi,

I've purchased my creative cloud license for 12 months subscription on June 2015.

But my account (<Removed by moderator>) still shows as "Creative Cloud Free membership" up until now.

When I've tried to install the creative cloud apps with my account it shows that I'm on trial period.

I've previously also bought another 12 months subscription for my other account (<Removed by moderator>) and it should have shown "Creative Cloud membership (one-year, prepaid)‎".

I've contacted customer support via chat twice and they have confirmed that I've indeed made the payment on June 2015 (I still kept the invoice and credit card statement). Been told that the technical team will solve me issue in 2-3 days but I have yet to receive any email to notify me for the rectification.

Can anyone in this community be able to help me to solve this issue?

Thanks in advance.

This topic has been closed for replies.

Correct answer Sheena Kaul

Hi,

Maybe you are subscribed under any other Adobe ID.

Try to sign out and sign in with different Adobe ID.

Please refer to the help documents below:

Creative Cloud applications revert to trial mode after an update to CC 2015

Solutions to sign-in, activation, and connection errors with Creative Cloud and Creative Suite applications

Regards,

Sheena

Sheena KaulCorrect answer

Legend

Hi,

Maybe you are subscribed under any other Adobe ID.

Try to sign out and sign in with different Adobe ID.

Please refer to the help documents below:

Creative Cloud applications revert to trial mode after an update to CC 2015

Solutions to sign-in, activation, and connection errors with Creative Cloud and Creative Suite applications

Regards,

Sheena

A

Aeonsparx_InteractiveAuthor

Participant

Hi Sheena Kaul,

I'm sure I have paid for 2 accounts

Here are the 2 order number or 2 separate accounts.

Order 13226410129 (my current account)

Order 13226857229

Please run a background check with my order number above.

When I have contacted customer support (chat) they have told me that I've indeed paid for the 1 year subscription. Currently my 13226857229 account works just fine but 13226410129 (my current account) is showing the issue as mentioned above.

Below is the chat log with customer support over 12 days ago.

General Info
Chat start time	Oct 8, 2015 11:42:48 PM PST
Chat end time	Oct 9, 2015 12:02:53 AM PST
Duration (actual chatting time)	00:20:05
Operator	Lavanya

Chat Transcript

info: Thank you for your patience.

While you wait, you can try our community forums where experts are available 24 hours a day, 7 days a week

info: You are now chatting with Ramesh G.
Foong Ching Kong: Hi Ramesh.
Ramesh G: Hello! Welcome to Adobe Customer Service.
Ramesh G: Please allow me 1-2 minute(s) to review your account details.
Foong Ching Kong: thanks
Ramesh G: You are welcome
Ramesh G: I have read your issue
Ramesh G: Thanks for your patience.
Ramesh G: Further I need to connect your chat to concern department.
Ramesh G: Just stay connected
Foong Ching Kong: ok
Ramesh G: Thanks
Foong Ching Kong: I still got the invoice and my credit card statement if you need it.
info: Please wait while we connect you to a representative.
info: You are now chatting with Lavanya.
Lavanya: Hello! Welcome to Adobe Customer Service.
Lavanya: Hi Foong.
Foong Ching Kong: Hi lavanya
Foong Ching Kong: What's wrong with my membership?
Lavanya: I understand that your subscription is showing as free subscription after paying also.
Foong Ching Kong: yes. I've paid for 1 year.
Foong Ching Kong: I paid for 2 accounts on the same day with 2 different credit card. the other account works fine.
Foong Ching Kong: but not this. I didn't know until my staff informed me.
Lavanya: Please allow me 2-3 minutes while I check your account.
Foong Ching Kong: ok. thanks.
info: Your chat transcript will be sent to xxxxxxx@gmail.com at the end of your chat.
Lavanya: I see that there is a issue in your subscription.
Lavanya: So I will escalate this chat to our relevant team they will assist you better via email within 2-3 business days.
Foong Ching Kong: Ok. do you need any support documents from me?
Foong Ching Kong: I still have the invoice and credit card statements.
Lavanya: I checked and saw that you have paid for the Creative Cloud membership (one-year, prepaid); Order Summary: 13226410129 product.
Foong Ching Kong: Ic. good.
Foong Ching Kong: I hope this can be resolved as soon as possible because we have had issue with installation because of this.
Foong Ching Kong: Took us a while to realised the reason for this.
Lavanya: O via email.ur relevant team will contact you within 2-3 days
Foong Ching Kong: Ok. Thank you. I'll anticipate for the email.
Foong Ching Kong: Have a nice day.
Lavanya: Is there anything else I can help you with?
Foong Ching Kong: Not at the moment.

I've been waited for 12 days but have yet to get the issue resolved. No technical support has contacted me yet. Please kindly help me to get the issue resolved.

Best regards,

Kong

Sheena Kaul

Legend

Please see the private message I sent.

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