Account error for access Adobe Creative Cloud

Question

I use my university email address (monash.edu) as my Adobe ID for my personal account, and I have purchased the Adobe Creative Cloud All Apps 100GB plan through my personal account. However, when I installed some apps, I have encountered errors. E.g. I have installed Lightroom. When I started using it, it said

Access Denied

You do not have access to this service.
Contact your IT administrator to gain access, or sign in with an Adobe ID.

When I sign in with my Adobe ID ( xxx@monash.edu ) as Personal account in the browser, it said:

You're all set!

You can now close this browser tab and go back to your application.

However, when I close the broswer, it has the same error happend! It loops back and does not allow me to access Lightroom and use it.

I have also tried to install other apps that should be included in the plan, e.g. photoshop. However, after the installation, I found out that it is the 7-days free trial version but not the full version.

I suspect that the installation (as well as the running of the Lightroom) has miss-interpret my email address as the Enterprise ID in which these apps are not included, but not correctly interpret as my personal Adobe ID in which I have paid to use these apps.

I have screen captured the two account login (using the same email address), though at different time.

Can anyone help to resolve this issue? Thanks.

kglad · Answer

i'm not sure why i'm seeing your message now, but i assume you have this resolved by now.

if not, using a browser that allows popups and cookies, contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true.

p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.p.s. you can also use twitter to tweet @AdobeCare.

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