Purchase not showing... cannot download

Forum|Forum|2 years ago
September 21, 2023
5 replies
613 views

Hello,

I purchased premiere pro, but when I go into my creative cloud I can only "try" it. I've tried editing the admin and getting very frustrated. I previously had adobe and have changed all of my sign in information. I've also confirmed purchase in bank account.

PLEASE HELP!

Error or problem

This topic has been closed for replies.

Shivangi_Gupta

Community Manager

Hi Trent,

We appreciate you writing in. We checked and found that you have an active Team's license under the .edu email. Is your issue resolved now?

Looking forward to your response.

Regards,

Shivangi

kglad

Community Expert

try @John T Smith's first link. only if that fails, proceed to https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

below are solutions some users reported:

if those all fail, change your cc language. eg, try international english - https://helpx.adobe.com/creative-cloud/kb/creative-cloud-trial-mode.html

if that fails, change the install location

John T Smith

Community Expert

>when I go into my creative cloud I can only "try" it

Revert to trial https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html may help
-and troubleshooting FAQ https://community.adobe.com/t5/Get-Started/Troubleshooting-FAQ-What-should-I-do-if-I-have-a-membership-but/td-p/7601068
-and https://helpx.adobe.com/creative-cloud/kb/cloud-website-shows-trial-purchase.html

T

Trent32430795bpraAuthor

Participant

Ok. So I figured out its saying my subscription isn't actice, but it shows in my bank account that's i've purchased. What do I do from here?

kglad

Community Expert

if you purchased from directly from adobe (and not an app store), contact adobe support. there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true