Unable to switch adobe profiles

Question

I used to buy Adobe Creative Cloud through my high school which was affiliated with Adobe, so I automatically had in the same Adobe account both a personal profile and an institutional one. Now I have finished high school and have bought a 1 year plan for creative cloud, which correctly shows up on my personal profile, but not on my institutional profile, which is to be expected.

My problem is that when I log into the Creative Cloud Windows app it automatically selects my institutional profile without letting me choose and therefore it does not let me download the full version of any program, as it registers as me not having any kind of Creative Cloud plan. It doesn't let me switch profile even on the Adobe website, it just seems to randomly choose one of my programs.

I have absolutely no idea of how to fix this as both profiles are on the same account with the same password and email so it seems like what profile I'm on is completely up to Adobe's decision. Help me please 😭

TL:DR I have my CC subscription on one of 2 Adobe profiles on the same account and Adobe doesn't let me choose which one to select when I log into anything and usually chooses the one without the CC subscription.

kglad · Answer

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair

if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall using*

if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

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