Email feedback-loop PROBLEM

Forum|Forum|2 years ago
August 28, 2023
2 replies
192 views

I am just TRYING to log into my illustratr account that I paid for. Adobe is defaulting to the email associated with this comment (but won't let me log in with this email, ironically). My subscription is paid for using a DIFFERENT email. But when I go to log in using the old email (which was a gmail account but was my old job's account, so it literally was deleted and I have no access to it), it will automatically log me into my current account on Adobe iCloud where I have my paid illustratr subscription. The problem is, since the Illustratr app is defaulting to an unpaid email, it keeps asking me to purchase a subscription. When I don't purchase a subscription, the app automatically closes and won't let me change the login info. I NEED TECHNICAL SUPPORT! BUT THEY JUST KEEP CLOSING OUT MY CHATS. Could someone please help?

Bug

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Jeffrey_A_Wright

Legend

Julia, I am sorry you cannot access the membership you have spent money on. Please ensure you are logging into these forums, the Adobe website and Illustrator using the paid membership. There is no paid membership under the account you used to post to this public discussion forum.

You can find information on locating and accessing your paid membership at https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html. Please utilize the first step to verify that you are logging into the correct account at https://account.adobe.com/plans.

Julia, what type of Creative Cloud membership was your company previously providing you? Did you contact them to remove the software or licensing files they offered you to access the membership? The automatic login behavior sounds like something that could have been set up with a Creative Cloud for Team or Enterprise membership. This could prevent you from successfully using an individual membership until the necessary files are removed from the computer.