Installers treating my Adobe account as though it does not exist

Forum|Forum|6 months ago
July 30, 2025
2 replies
110 views

Despite having a functioning Adobe account and having purchased an annual subscription to Adobe Creative Cloud, the Creative Cloud installer (as well as all other Adobe installers I have tried) appears to believe my e-mail does not exist in Adobe's database.

The same thing occurs when I attempt to find my account.

I have attempted this on other computers, and it works just fine - but what I need is on my laptop, and my laptop is the machine experiencing this issue.

Does anyone have a clue on why this might be happening?

Thanks for your time.

kglad

Community Expert

check your account, https://account.adobe.com

what's it show?

if it shows an active subscription with no payment problem:

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

Jeffrey_A_Wright

Community Manager

Ennway, I am sorry you are encountering problems accessing the services you purchased. I show that you have three different accounts with us and that the personal account does have an active subscription. Please see https://adobe.ly/4kZMRU5 for information on how to switch between the different accounts. If you continue to encounter problems, then check with your school's Creative Cloud plan administrator to see if they have blocked access on their network to individual subscribers. Most organizations will try to reduce their network usage if they offer their own plan. ^JW

Peru Bob

Community Expert

Does your laptop meet the minimum requirements?

https://helpx.adobe.com/creative-cloud/system-requirements.html

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