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panita32172194r1vj
Participant
September 9, 2023
Question

Purchased the illustrator on ipad but unable to access

  • September 9, 2023
  • 3 replies
  • 1832 views

Hi, 

 

I have purchased the app, it can only work right after I purchased but after that day I can't access to the app. It keep asking me to sign in and purchase again.
Ps. my purchase will renew again on 26 September so it mean I paid for nothing right now because I can't use it at all.

 

Panita K

 

[personal information removed by moderator]

This topic has been closed for replies.

3 replies

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
September 11, 2023

Panita, I am sorry you are unable to access Illustrator on iPad. Please make sure you are signing in under the account that you used to make your purchase.

 

I will move this public discussion forum back to the Illustrator on the iPad community so that additional assistance can be provided. If you purchased your Illustrator membership through Apple, you may want to contact them to verify the account used to make the purchase.

P
panita32172446urxv
Participant
September 12, 2023

Hi Jeff,

it still can't fixed. I actually bought through apple app, my free trial will end on 26 Sep and the next bill will begin on 27 Sep. I have tried to cancel the current plan (which is free trial) and subscribed again and it still not working. I have 2 accounts on Adobe. I have  for Adobe on IPad and  for desktop. It would be pleasant if I can find the ways to fix this problem as soon as possible because I have a lot of task left to be done on IPad.
thank you in advance.

Panita K.

 

(personal info removed by moderator)

Anshul_Saini
Community Manager
Anshul_SainiCommunity Manager
Community Manager
September 29, 2023

Hi @panita32172194r1vj @panita32172446urxv ,

I'm sorry to hear about the trouble you're experiencing with accessing Adobe Illustrator on the iPad. I looked up your Gmail account, and there was a subscription for Photoshop on the iPad. It seems like you purchased the app through Apple's App Store. To resolve this issue, please follow these steps:

  • Ensure that you are signed in with the correct email ID: Make sure you are signed in with the same email ID that you used to purchase Adobe Illustrator on the iPad. It could be an Apple ID or some other ID.

  • Check your subscription status on Apple: Verify your subscription status in the App Store to ensure that your payment was processed correctly and that your subscription is active. You can do this by going to your device's Settings app, then selecting your name, and finally tapping "Subscriptions."

 

If the issue persists, please reach out to AdobeCare on Twitter for further assistance.

 

I hope these steps help you resolve the issue and regain access to Adobe Illustrator on your iPad. If you have any further questions or encounter any difficulties, don't hesitate to reach out for more assistance.

 

Best,

Anshul Saini

kglad
Community Expert
kgladCommunity Expert
Community Expert
September 9, 2023

check your account using your  problematic ipad, https://account.adobe.com

 

then uninstall everything adobe on your ipad and then reinstall, https://helpx.adobe.com/creative-cloud/help/creative-cloud-mobile.html

 

 

 

 

<moved from illustrator on the ipad>

    Monika Gause
    Community Expert
    Monika GauseCommunity Expert
    Community Expert
    September 9, 2023

    Can you try if this helps?

    https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

     

    @Jeff_A_Wright  can you help, please?

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      September 11, 2023

      Sorry, @Monika Gause, the mobile apps are supported within their respective forums. I checked Panita's account but can't look up mobile app memberships on other platforms.

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