Participant

Question

Reinstall Starter Plan XD

Forum|Forum|3 years ago
May 15, 2022
3 replies
1311 views

Hi Community,

I had to buy a new notebook because my old one is very underpowered for Adobe XD (among many other things). I managed to install Adobe Creative Cloud Express, and logged in properly.

I logged off on my old notebook but the XD is still installed. I am trying to install XD on the new notebook, and just continue with my 10 months left of my Starter Plan but I either click "Buy" and provide my credit card or click "Try" and provide my credit card. Since I do not see XD in my applications (despite being installed earlier), I don't seem to have any other options. I was also unable to figure out how to connect Adobe Customer Service on any channels.

If you have any suggestions please help me fix this issue.

Thank you.

~Tunde

This topic has been closed for replies.

Nancy OShea

Community Expert

Are you a paying subscriber or a FREE member?

https://account.adobe.com/plans

As far as I know, your Adobe ID is for one or the other, not both.

Free membership entitles you to these limited benefits: See screenshot.

Nancy O'Shea— Product User & Community Expert

T

Tunde I.Author

Participant

Hi Nancy,

Thank you very much for taking the time to reply. I am supposed to be a free member. The screenshot you sent is new for me but the content is exactly what I am looking for. I see this on the first overview screen after logging in to my account:

It would be very straightforward to click "Adobe XD Starter Plan", which I tried. My issue comes after clicking it:

I can download, try or buy here. Buy and Try takes me to the retail page, while Download, my most logical choice, starts the Creative Cloud Desktop application, and I immediately receive this error:

And that's where I am stuck.

Thank you.

~Tunde

Nancy OShea

Community Expert

What happens when you Start Free Trial?

Nancy O'Shea— Product User & Community Expert

Shivangi_Gupta

Community Manager

Hi there,

We appreciate you writing in. We could not find any active subscription/plan with the email ID you have logged in on Adobe forums. We'd recommend contacting our support team for further support as they can discuss the case details further.

We do not advise sharing any private information like Email ID, Card details here. This is a public forum.

kglad

Community Expert

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

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

*install the cc desktop app from here https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud and use it to install your adobe subscription and trial programs.

if you have trouble downloading, use the alternative download site at page bottom here, https://helpx.adobe.com/in/download-install/kb/creative-cloud-desktop-app-download.html

T

Tunde I.Author

Participant

Hi kglad,

Thank you for your answer. Sadly, the easy path did not work for me. My story in more detail started with Coursera. I was encouraged to sign up for Adobe XD Starter Plan. Signup and installation could not have been easier on my old Macbook Air. When I open the XD there, it says I am logged in with Starter Plan.

In the last few days, I tried to move my things to my new Windows notebook. Nothing is easy, but XD makes me scratch my head even more. With the first link you provided, I see "Add mobile phone number", "Upgrade your free plan today" and "Get the most out of your account" sections. In the latter, I see a link "Adobe XD Starter Plan".

When I click that link, I land on "https://www.adobe.com/products/xd.html". Here I can choose "Buy now" and "Free trial". If I use US VPN, I additionally see a "Download" button too. The first two links take me to a retail page. The "Download" button activates the "Creative Cloud Desktop" application where I immediately see a dialog box with the message: "Could not install XD. Your account does not have access to XD. To install the app, continue to start free trial. If you have recently purchased a plan with access to XD, cancel this dialog, then refresh your account using Help > Check for updates. If you want to use different account, cancel this dialog, then use Help > Sign out, and sign in with desired account."

I had some uncertainty about my account. Originally I arrived from Coursera, and those links do not work anymore. I don't know what Coursera communicated to Adobe, but I chose the option to login with Google. Now I use the same approach. Also, I can see all my cloud documents from both my old Macbook Air and the new Windows machine. So I am 99% confident it's the same account. I just seem to be unable to get the same install link for Windows. Is this possible?

I would appreciate every piece of useful information and goodwill. I would also be grateful if you could help me find a Customer Service chat/email/phone to Adobe. I'm chasing my tails on the website.

Thank you.

~Tunde

kglad

Community Expert

the first problem in your reply is:

In the last few days, I tried to move my things to my new Windows notebook.

what do you mean by that?

p.s. you can't move any executable, as if it were a data file, on any computer.

p.p.s you can properly uninstall from one location and properly reinstall to another location.

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