Participant

Question

Illustrator won’t allow me to get into my account and continue editing my illustrations

Forum|Forum|11 months ago
March 9, 2025
4 replies
385 views

I've been trying to access my illustrator. I've uninstalled it, restarted my iPad, signed in and out of my accounts, cancelled my payment and then started it again. I checked if my iPad needed a software update but it doesn't and nothing has worked. This would happen multiple times but it usually resolves itself once I press restore purchase. I really need to be able to access my files. I know I am signing into the right account because I cscan access creative cloud and it has the correct files saved that I've been working on. Please help me out and it doesn't matter if I'm connected to WiFi or hotspot.

Abhishek Rao

Community Manager

Hi everyone,

Thanks for sharing your experiences so far. To help the product team look into this further, could you confirm the iPad OS version you’re using and the type of subscription you have? For example, whether Illustrator was purchased through the App Store or if it’s included with your Creative Cloud plan. If you’d like, you can also share your registered email address with me or Anubhav via DM, so we can check your subscription on our side.

Your input will really help us narrow this down and get to a solution faster.

Looking forward to hearing from you,
Abhishek

E

epic_experience9059

Participant

Has there been a resolution to this issue? I've just installed Illustrator on my ipad Air (m3), with the latest OS. I have an existing Creative Cloud subscription with Illustrator; I have not bought one through Apple. I have connected my adobe id to my apple id, I've tried signing into the app with either one multiple times, and every time I keep getting kicked back to the subscription screen. I've uninstalled and reinstalled the app, and the "restore purchase" button says it's "not possible at this moment." I'm not sure what to do next.

Anubhav M

Community Manager

Hello @epic_experience9059,

Thanks for reaching out. Kindly check this help article for a comparison of the Creative Cloud plans that include access to Mobile apps (https://adobe.ly/3XmvcfY) and let us know if it helps.

Looking forward to hearing from you.

Anubhav

J

Jobzz

Participant

Same problem here.

Anubhav M

Community Manager

Hello @Jobzz,

I'm sorry to hear about your experience. While I check this with the team, could you try switching to a different network connection/hotspot and check if it helps?

Looking forward to hearing from you.
Anubhav

E

elizabeth_4295

Participant

I have the same problem.....

Anubhav M

Community Manager

Hello @Friendly_impression9471,

I did not find an active subscription under the email address used here in the community. Would you mind sharing the email address associated with your subscription and the OS/Illustrator version via DM so I can check this with the team?

Looking forward to hearing from you.
Anubhav

H

Hmmm_Ok2206

Participant

Hey! M facing similar issues with my exports. Whenever I try to export a file the app shuts down abruptly.

Anubhav M

Community Manager

Hello @Hmmm_Ok2206, @elizabeth_4295,

Could you share more details, like the version of the OS/Illustrator installed, if this happens with all files, and a small screen recording of the problem, so I can better assist you?

Looking forward to hearing from you.
Anubhav

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