Inspiring

Answered

Photoshop free trial not visible in plans

Forum|Forum|2 years ago
December 20, 2023
5 replies
3813 views

My account is a school account and I used to have Creative Cloud access, but once I graduated, my subscription was ended. Today I needed to view a file on Photoshop, so I opened the app and got a pop-up for a free trial, I clicked it - thinking it was easier in the moment to start and then cancelled the trial than to set up a new account and trial/subscription. My problem is that when I go to my Adobe account and look under plans, the only plan there is my university's plan (Adobe for Enterprise) - there isn't a Photoshop trial visible at all. So now I'm not sure how to cancel the trial and I'm trying to avoid having to send an awkward email to my university about my blunder. Any ideas how to fix this?

Account management

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Correct answer Betheny34372714dpmm

It was definitely my uni email address, the account using my uni email is the only Adobe account I've ever had. I've not been personally billed for the trial, my access to the apps ended with the trial, and haven't heard anything about it from my university since my last update so I'm pretty sure someone on the university's end must have caught it and cancelled it. All's well that ends well I guess 🤷‍♀️.

K

KERRY39006600k7jk

Participant

This is the exact problem im having now! There is no option to cancel on my profile and i never put in my details for the trial. I'm phoning my university tomorrow to let them know ..

kglad

Community Expert

@KERRY39006600k7jk

contact your admin.

B

Betheny34372714dpmmAuthor

Inspiring

A little update: I contacted the university's IT service desk yesterday explaining what's happened. I got back a bit of a copy+paste response saying that as a graduate I wouldn't have access to Adobe off campus, they advised me to make a new account and that if I needed further assistance to contact Adobe support. So I guess I'll just wait and see what happens when the trial days run out? Either way, I'm fairly certain I won't personally be billed for it as I've never given any payment info on that account 🤷‍♀️

I

iCharles

Legend

Hi @Betheny34372714dpmm ,

You are right, As you have graduated, you would not have access to the university's subscription anymore.

However, please check once and see if you registered for the trial using any other email address that belongs to you. Please read the cancellation terms and conditions here.

B

Betheny34372714dpmmAuthorCorrect answer

Inspiring

It was definitely my uni email address, the account using my uni email is the only Adobe account I've ever had. I've not been personally billed for the trial, my access to the apps ended with the trial, and haven't heard anything about it from my university since my last update so I'm pretty sure someone on the university's end must have caught it and cancelled it. All's well that ends well I guess 🤷‍♀️.

Shivangi_Gupta

Community Manager

Hi Betheny,

Thanks for contacting us. You'll need to get in touch with your subscription's admin for the account related issues. Since you have an active enterprise subscription, I'm moving this discussion to the Enterprise and Teams support community for further support.

Regards,

Shivangi

John T Smith

Community Expert

1st, as already stated be sure you sign in with your personal account, not your school account

2nd, you MAY need to remove all traces of your school account and start fresh with your personal account

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to remove programs

kglad

Community Expert

see if you can cancel that plan:

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact your plan administrator, https://helpx.adobe.com/in/enterprise/kb/contact-administrator.html

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Betheny34372714dpmmAuthor

Inspiring

I messaged with an agent on the live chat, the agent said that there is no active trial plan attached to my account and that I wouldn't be charged for a trial plan on my account. However, photoshop still works on my PC and the application shows '7 trial days left'?

My administrator doesn't have have notes set up, so - embarrassingly - I guess I'm going to have to email the university about it and see if a trial is visible in the organisation's plan or not.

Abambo

Community Expert

Check under which account you are signed in. You may be signed into a different account than you think. Click the avatar on the upper right.

BTW: I doubt that with an Enterprise account you can take a free trial. You can take the free trial with the personal part of that account, however.

ABAMBO | Hard- and Software Engineer | Photographer

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