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Answered

ADOBE blocked my access regardless of payment in April

Forum|Forum|4 years ago
October 17, 2021
3 replies
617 views

Hi guys, I was working in Premiere Pro as well as Photoshop when my accounts logged out of Creative Cloud EVERYWHERE at around 3:50 pm today. I tried logging for help requests and Adobe said that I did not have access. I logged out and back in again to see that my subscription was demoted to a trial version, and lost some of my CC files that I saved across Illusstrator, InDesign, PhotoShop, CC Fonts, et cetera. Has this happened to anyone else?

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Correct answer Ann Bens

Contact Support!

Nancy OShea

Community Expert

1. Open CC Desktop App.
2. Click your Avatar (top right image) > Preferences > General tab > Settings. Select "Always keep Creative Cloud up to date."
3. Click on your Avatar again.
4. Sign-out of Creative Cloud.
5. Close all apps.
6. Restart your computer.
7. Open CC Desktop app.
8. Click your Avatar.
9. Sign-in with your paid ID and password.

If this plan is supplied by your employer or school, please contact your organization's IT dept for assistance.

Nancy O'Shea— Product User & Community Expert

S

Sabah Vega studentAuthor

Participating Frequently

Hi Nancy,

This method unfortunately did not work. Thank you for suggesting. The automatic option to keep up to date is always on for me

T

Test Screen Name

Legend

You can't use the admin console. You have to find (by old fashioned methods) the IT admin in your university and contact them. They control your access and something has gone wrong. Adobe can't solve this for you, nor can we.

kglad

Community Expert

agree with @Ann Bens

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

click contact us (= cryptic icon in the lower right)

in the chat field, type AGENT
be patient, it can take quite a while to reach a human

S

Sabah Vega studentAuthor

Participating Frequently

Thanks so much, kglad

Althought helpful, the issue occurred today as I was altering a project for uni due tomorrow and this whole debacle ensued further the more I tried to gain access. I currently have the free trial downloaded just to try and solve the issue, but I do apreciate the effort from you and Ann Bens!

kglad

Community Expert

if you have a edu license, contact your school admin.

and your free trial gives you access to all the adobe program features while you're waiting.

S

Sabah Vega studentAuthor

Participating Frequently

Hi guys, I was working in Premiere Pro as well as Photoshop when my accounts logged out of Creative Cloud EVERYWHERE at around 3:50 pm today. I tried logging for help requests and Adobe said that I did not have access. I logged out and back in again to see that my subscription was demoted to a trial version, and lost some of my CC files that I saved across Illusstrator, InDesign, PhotoShop, CC Fonts, et cetera. Has this happened to anyone else?

Ann Bens

Correct answer

Community Expert

Contact Support!

S

Sabah Vega studentAuthor

Participating Frequently

Hi Ann Bens

I appreciate the response! It seems that once I try contacting support, it denies access saying that I need to contact the administrator and that I do not have Admin Console's consent. Please help!

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