Adobe subscription only visible on parts of the website

[nils_1749]

I have a EDU Subscription for all Adobe Apps. When I go to account.adobe.com I can see that subscription just fine. The page correctly shows that I have access to Photoshop, Lightroom, 100GB Cloud Storage etc.

When I visit adobe.com/home I see the same correct subscription. 

However, Creative Cloud Desktop, the iPad Apps and the web apps like lightroom.adobe.com don't seem to recognize my subscription. I can't access any of them.

I have tried to contact Adobe support twice through the chat with this issue, but they were extremely ignorant, incompetent and unhelpful. Going so far that one of the support staff tried to delete my C:\Windows\system32\drivers\etc\hosts file through remote access 😵‍💫

It is obviously some kind of issue with the subscription/license since the error occurs on multiple devices and also in the web.

I would be very grateful for any tips 🙂

[kglad]

sign out of the cc desktop app, and then sign back in using the same id and profile you used to check your subscription.

[nils_1749]

Thanks, but I already did that a few times and the Adobe support made me do this another 20-30 times. This behavior also happens with the web apps like lightroom.adobe.com where I'm obviously signed in with the same account that holds the subscription.

I added two new screenshots from adobe.com. When I'm on the home page, my subscription is there. As soon as I select "Apps" in the sidebar, the subscription is apparently gone and I get the buttons to buy Photoshop etc.

[kglad]

are you a plan administrator?

[nils_1749]

I assume thats for organizations with bulk licensing? I have a private educational / student license. I am able to manage that plan on account.adobe.com. I am able to cancel my plan (I assume so at least, since the button to cancel is there. I haven't clicked on it)

[nils_1749]

Oops, I see how you come to that question. I was of the impression that I posted my question in "Account, Payment, & Plan". I'm a little confused right now. Was this thread moved?

[kglad]

your post is in the enterprise & teams forum. i did not move it there.  i also thought your post started i the account forum, hence my first response.  

when i started my second post it was here indicating a different problem/solution.

[kglad]

lol, now it's back in the account, payment & plan forum

[Jeffrey_A_Wright]

Nils, I am sorry, but I don't see any active plans or subscriptions under the e-mail address you used to post to this public discussion forum. Can you please start a new discussion with the account associated with your membership? Please see https://adobe.ly/3F0Nb5J if you need to request a password reset for the correct account.^JW

[nils_1749]

So I managed to fix it myself. I could brag about being more qualified than Adobe Support now...

What helped? Unsurprisingly, it wasn't deleting my hosts file or deactivating Windows defender, like Adobe support tried to do. Neither was it clicking on random things on the website or running CC Cleaner multiple times that did the trick. The whole story about the support's utter incompetence is on reddit.

I clicked through the "cancel your plan" wizard all the way to the end when Adobe offered me 60 days for free. I accepted that offer, which updated my plan and made everything work. The "next payment" is now set to 1 year + the 60 free days.

[kglad]

i'm not sure i understand why that worked, but glad it did.