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juju0118
Participant
May 15, 2025
Answered

Unable to access all apps after monthly purchased

  • May 15, 2025
  • 1 reply
  • 1097 views

Hi, My subscription plan was just automatically renewed this month, but suddenly I’m unable to access any of my apps. I’m not sure why this is happening, and I would really appreciate it if you could look into this issue.

    Correct answer AlexHeslet

    again, sorry.  but keep us updated, if you have time.


    all good! chat support resolved the issue by cancelling my active subscription and having me re-purchase.

    1 reply

    A
    Community Manager
    Anshul_NautiyalCommunity Manager
    Community Manager
    May 15, 2025

    Hi @juju0118,

     

    Thank you for reaching out, and I’m sorry to hear you’re experiencing issues accessing your apps following the recent subscription renewal.

    As per our records, your Individual plan is currently active and associated with the Adobe ID you used to post this query. Since your subscription has been successfully renewed, please try the following troubleshooting steps:

    1. Sign Out and Sign Back In
    Open the Creative Cloud desktop app, sign out of your account, then sign in again using the same Adobe ID linked to your subscription.

    2. Check Your Adobe ID and Plan Status
    Visit https://adobe.ly/3S63YYp to ensure you're signed in with the correct Adobe ID and to confirm that your plan is active.

    3. Restart Your Device
    Once you’ve signed back in, restart your device to refresh the licensing status.

    4. App Access Verification
    Launch the Creative Cloud desktop app and check whether the installed apps display a “Trial” or “Buy” button. If they do, this may indicate a licensing or profile mismatch. Please follow the steps outlined in this guide to resolve the issue:
    Stop Creative Cloud from showing trial mode after purchase

    5. Reset Licensing Information
    If the issue persists, follow the additional steps provided in this article to address possible licensing-related errors:
    Fix Adobe license issues in Keychain/Credential Manager

    Lastly, could you please confirm if you're receiving any specific error messages while trying to launch the apps? This information will help us better diagnose the issue.

     

    Please try the steps above and let us know if the issue continues—we’re here to help!

    Regards,
    ^AN

    AlexHeslet
    AlexHeslet
    Participating Frequently
    May 20, 2025

    I am having the same issue. As per your link, I have an active subscription and am signed  into the correct account, however, on that link page, i get this red error banner:


    If i follow the in-app prompts and website prompts to buy an app or subscription, i get this error:

     

    Here is what it says under my current plan; i verified all invoices are paid via both adobe's billing history & my bank statements:

     

    I logged out, restarted, and logged back in and it still shows my apps as locked in creative cloud and prompts me to buy. If i log in from other devices like my ipad and desktop computer, it also shows them as locked there, and at https://www.adobe.com/creativecloud.html it prompts me to buy/trial the apps despite being logged in to my account.

    I did recently switch from signing in with email & password to signing in with my gmail credentials (same username as before), so I tried logging out and signing in again both ways to see if there was a difference in access at https://www.adobe.com/creativecloud.html but there was no change.

     

    Would following the instructions in steps 4 or 5 be of any use if the issue persists across multiple devices and adobe's creative cloud webpage?

    AlexHeslet
    AlexHeslet
    Participating Frequently
    May 20, 2025

    No idea why those links added the stuff at the end, sorry! Also re-uploading the image that is too small to read:

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