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Ad24906761ria1
Participant
June 17, 2022
Question

I'm not able to use my CCloud due two accounts

  • June 17, 2022
  • 3 replies
  • 206 views

Hello,

I'm Adrian from the Netherlands
I have an account for Acrobat DC and decided to go for CCloud. I took an subscription for CCloud (on a new emailaddress) and stopped the Acrobat account (other emailaddress).

Till now I cann't use the CCLoud because this is constantly redericted to my Acorbat DC account (so stopping that one doesn't work) Everytime I can use only trial version and be pushed to buy a licence I already did.

Perhaps I'm a stupid Dutchman, but paying $70 a moth and not be able to use my subscription is not acceptable.

Thanks
Adrian

This topic has been closed for replies.

3 replies

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
June 19, 2022

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 Creative Cloud ID and password.

 

Nancy O'Shea— Product User & Community Expert
Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
June 17, 2022

If the solution offered by kglad doen't work, 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

kglad
Community Expert
kgladCommunity Expert
Community Expert
June 17, 2022

check your (newer) cc account to verify your subscription is what you expect and to verify your adobe id, https://accounts.adobe.com

 

then, if that shows your cc subscription as expected, sign out and then back in to your cc desktop application using the same adobe id used to verify your subscription: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

 

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