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Lucian278837596tvh
Participant
January 11, 2023
Answered

Three days after downloading Photoshop/Premiere, suddenly got stuck in trial mode

  • January 11, 2023
  • 2 replies
  • 8615 views

I downloaded and purchased photoshop and premiere on January 8. Yesterday I was logged off from Creative Cloud, had to change password then got stuck in trial mode ever since. In plans page:
https://account.adobe.com/plans 
I get the message "You have no plans"... However, I have bank statements that prove a purchase was made for monthly subscriptions. What happened and who can I contact?

    Correct answer kglad

    if you're certain that you're using the correct adobe id (=email) to check your account, contact adobe support. there are 3 ways to contact adobe; chat, phone 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.

    phone:
    https://helpx.adobe.com/contact/phone.html

    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

    2 replies

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    January 11, 2023

    start here - https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

     

    if that fails, proceed to these steps - 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

      L
      Lucian278837596tvhAuthor
      Participant
      January 11, 2023

      Unfortuntately, this doesn't seem to be a windows issue. If I login on my adobe account, I am seeing no active plans. Subscription simply disappered (although software I downloaded AFTER i paid subscription)...

      Looking backwards, I started subscription and downloaded software on January 6 (Saturday), used Photoshop and Premiere each day until January 9 then on January 10 subscription vanished (along with what I paid for).

      Bank statements show that it started processing payments on 8 (Monday), but money were transfered on 10 (Wednesday). Maybe this is why I got into trial mode? Is there a financial department to settle the issue?

      kglad
      Community Expert
      kgladCommunity ExpertCorrect answer
      Community Expert
      January 11, 2023

      if you're certain that you're using the correct adobe id (=email) to check your account, contact adobe support. there are 3 ways to contact adobe; chat, phone 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.

      phone:
      https://helpx.adobe.com/contact/phone.html

      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

        Kanikas
        Community Manager
        KanikasCommunity Manager
        Community Manager
        January 11, 2023

        Hi, 

        We hear you!

        Please follow the steps shared in this article for help:https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

        Hope this helps! 

         

        Do let us know the outcome. 

        Thanks 

        Kanika 

         

         

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