Skip to main content
motivated_enthusiasm38e1
Participant
October 15, 2026
Question

Illustrator Subscription Issue

Last month I paid for a year’s subscription to Illustrator. I have proof of the card charge and I have been using the Illustrator app consistently since then. Today a notification popped up asking me to start a free trial or buy a subscription. I now cannot access the app without selecting one of these options. I tried customer support but they said there is no account matching my email or card info. I have tried logging out and back in, updating the app, and re-entering my card but nothing has worked. Any insight would be so appreciated!!

2 replies

justlearnskills
Community Expert
justlearnskillsCommunity Expert
Community Expert
October 16, 2026

​@motivated_enthusiasm38e1 Make sure you are using the same email address to log into Adobe that you made with yearly purchase. I used to have three different Adobe accounts, and somehow along the way, one of the accounts got messed up with two of them being combined into one and then somehow knock both emails out; I speak from experience, it was frustrating to say the least; I had a third one that was working properly, and I finally got the second one working. In the end, make sure you are using the correct account and that you are not behind a firefall or VPN, try it without it first. 

Translate
m
Monika Gause
Community Expert
Monika GauseCommunity Expert
Community Expert
October 15, 2026

You could check out if this help article helps: https://helpx.adobe.com/creative-cloud/apps/troubleshoot/launch-issues/creative-cloud-apps-open-in-trial-mode.html

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