Skip to main content
J
jamieh88880227
January 22, 2026
Question

User with Illustrator assigned license still can't use app

  • January 22, 2026
  • 1 reply
  • 64 views

I am assigning an Illustrator license to an existing user,  but when he logs into CC, it still shows he needs to request access. Made sure he is on the right profile, evern switched but still wants him to buy the app, or request access. Have removed and reinstalled both CC as well as Illustrator but no change. Talked to support but they just say to log out then back in for any and all issues which does nothing. Tried both a Mac and a PC running Windows 11 but the results are the same. I even released the license, assigned it to myself and I can't use the app either. I can't seem to get much help from Adobe support other than to log out

1 reply

A
Community Manager
Anshul_NautiyalCommunity Manager
Community Manager
January 22, 2026

Hi @jamieh88880227,

Thanks for reaching out, and I’m sorry to hear about the issue you are facing.

 

Based on what you’ve described, even after assigning an Illustrator license to an existing user, Creative Cloud still shows “Request access”  and the app cannot be used. You’ve confirmed the user is signed in to the correct profile, tried switching profiles, reinstalled both Creative Cloud and Illustrator, and tested on both Mac and Windows 11, with the same result. You also assigned the license to yourself and experienced the same issue.

 

Could you please confirm whether other users who have been assigned an Illustrator license are also facing the same issue, or if they are able to access and use the product successfully?

Additionally, I can see that you have already opened a support case with our team. They are currently working on this and will provide you with updates regarding the issue.

 

We look forward to your response to the above question. Please let us know if you need any further assistance.

 

Regards,
^AN

J
jamieh88880227Author
January 23, 2026

I have not heard from anyone else, but cannot confirm that they are currently using the application. Though, the last thing I want to do is mess with licenses that are currently functioning and risk causing an issue. 

 

A
Community Manager
Anshul_NautiyalCommunity Manager
Community Manager
January 23, 2026

Hi @jamieh88880227,

Thank you for the update, and it’s good to hear that you haven’t received reports of this issue from other users so far.

I recommend continuing to follow up on the support case you’ve already opened, as this appears to be an account-related issue that our support team will need to review and resolve.

Additionally, I can see that you have received an email from our team with some recommended steps. Could you please confirm whether you have tried those steps and let us know if the issue still persists or if it has been resolved?

We look forward to your update.

 

Regards,
^AN

Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices