Anyone else having issues with their subscription not being recognized?

[_Viper]

So a few days ago, the Creative Cloud app (on Windows) is no longer able to find my subscription status. It just goes from "Plan information unavailable" to "Free membership". I have the All Apps subscription (and have had it running for years), which is also shown if I visit my account on the Adobe website. Obviously now I don't have access to any of the products I pay for.

It's not a case of missing payment, as literally 2 days before the money for this month's payment was taken from my account, so all is well in that regard.

I've tried all manners of things (that I could dig up), with no solution in sight. Just now I tried the whole Cleaner Tool thing, which also didn't result in solving this issue.

I should also note that in the days leading up to this happening, I have not installed (or uninstalled) anything on my computer, nor has there been any Windows updates installed in that time. So yeah, for some reason this just decided to poop itself, and I'm at a loss on how to proceed. Getting in contact with a human at Adobe is a rather complicated affair, it seems...

[kglad]

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

if that fails, proceed to these steps - https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

if those all fail, change your cc language.  eg, try international english

if that fails, change the install location

[_Viper]

Did all those things already - no dice.

The last two points are irrelevant, as the issue is that Creative Cloud app doesn't find my subscription. Installing a different language of After Effects (or whatever), or to some other location, doesn't change that my subscription can't be found by the Creative Cloud app itself, meaning that there's no valid license to run anything. Just says I'm using a a "Free membership", which is obviously not correct as per my plan on my account.

[kglad]

check your account, https://account.adobe.com

what's it show?

[_Viper]

An active subscription plan. Creative Cloud All Apps Access 100 GB thing. Same one I've had for years.

[kglad]

i don't know why you think the last two items are irrelevant, but the next step is to contact an adobe employee.

[Shivangi_Gupta]

Hi there,

I confirm that you have an active annual plan to CC all apps since 12 years 1 month and  6 days. There is not payment related issue that could be affecting the status.

This sounds strange that cleaner tool could not fix it.

Could you try signing out and signing back in to your Adobe account on any other web browser?

Let us know the outcome.

^Shivangi

[_Viper]

Tried using a different browser, as well as the one I normally use, while also removing the relevant cookies between signing out and in again. From my account page everything looks fine, as you mention yourself, but inside the Creative Cloud App it still fails to get my subscription. I tried signing out and in there as well, including removing credentials in between.

I use a DNS with privacy filtering, which hasn't been an issue, but figured something might be happening there now for some reason. But reverting to a standard DNS didn't change that. Thought that perhaps my IP range could be in some sort of "ban list" from your side, for who knows what reason, so I even tried tethering to my phone and using the mobile network to try that way, all with no positive result.

I have a theory that it somehow can be network related, or server related, in that the CC App tries to fetch the subscription information from your server, but fails, and then just defaults to the free membership. I tried looking around for a log file to see if there were any errors in that regard, that could help shed some light on things, but all I found were some database files (SQLite I presume), which didn't contain any rows with data, at least not the ones I looked in.

I've also run the cleaner tool again, without success.

[Anshul_Nautiyal]

Hi @_Viper,

Thank you for reaching out.

To begin troubleshooting, please try logging in at https://adobe.ly/45weOit and confirm whether your plan is listed as active.

If the plan appears active, go to https://adobe.ly/4nbH4NJ and check whether you can see the "Open" or "Install" options next to your Adobe apps. This will help determine whether the issue is specific to your device.

If both checks are successful, please proceed with the following steps:

1. Follow steps 1 to 7 outlined in this guide:
   Resolve trial or license expired errors

2. Perform the network and activation checks mentioned here:
   Activation and connectivity issues

3. Review and apply the guidance in this article to verify your license information:
   User license troubleshooting (Creative Cloud 2022+)

Flush DNS and Reset Hosts File

Sometimes, DNS filtering or a modified hosts file can interfere with licensing servers:

Open Command Prompt as Administrator and run:

 ipconfig /flushdns

Navigate to C:\Windows\System32\drivers\etc\hosts

open the file with Notepad, and ensure there are no Adobe-related entries. Save and close the file.

Temporarily Disable Firewalls/Privacy Filters

Disable any third-party antivirus, firewalls, VPNs, or DNS filtering tools.
Restart your computer and relaunch the Creative Cloud Desktop app.

Try a New Admin User Profile

Create a new local admin account on your Windows machine:
How to create a local admin account

Log in to the new profile, reinstall the Creative Cloud app, and sign in again.
If the issue persists, try accessing your apps from a different machine.

We hope this helps. Let us know if you need further assistance.

Regards,
^AN

[_Viper]

Hi @Anshul_Nautiyal,

To begin troubleshooting, please try logging in at https://adobe.ly/45weOit and confirm whether your plan is listed as active.

If the plan appears active, go to https://adobe.ly/4nbH4NJ and check whether you can see the "Open" or "Install" options next to your Adobe apps. This will help determine whether the issue is specific to your device.

I have an active plan; "Creative Cloud All Apps 100GB". Shows as if all things are in order through the first link.

However on the second link none of the apps I should access to are able to be opened or installed. They just have "Buy" buttons. Seems like something has gone all screwy with my subscription for some reason.

[Shivangi_Gupta]

I see! Have you also tried the steps listed here? https://adobe.ly/460omlO

Let us know.
^Shivangi

[_Viper]

Hi @Shivangi_Gupta,

Yep, tried that as well. Just now tried logging in on my mobile phone, which I've never used to visit the site before, and it was the same result.

I think we can agree that I have an active subscription, that has been paid, as it has been for the past 12 years. So all is well in that regard.

However no apps shows up on my account on the website, and the Creative Cloud app fails to find my subscription.

This should at least point to something has gone wrong with my account, somehow. It's not a device issue, since the website doesn't give access to the apps either, tested in multiple browsers and over multiple DNS servers, as well as with cleared cookies.

For some reason something has happened to my account, out of my control, as I haven't made any changes to it, nor even given it a second thought until this issue started. The apps are, and always have been, used on a single Windows computer, and nobody else has access to my account.

[Shivangi_Gupta]

This sounds strange. Would you mind starting a private chat session with our support team here? https://adobe.ly/3G5R6Pt

They'll have option to access your system and help you resolve the issue.

Let us know if you have any additonal questions.
^Shivangi

[_Viper]

They managed to help me out. They found an error on my account and re-created my subscription to fix it, and I now have access to what I should have access to again. 🙂

[kglad]

good to hear!

[Shivangi_Gupta]

Thanks for keeping the thread update. We are glad you got the issue resolved. 

^Shivangi

[Tekina-eiru]

This is another "me too" update. My wife's subscription was working yesterday, but is not recognized today. I spent most of the afternoon toggling between the two accounts we have trying to make any sense of it.  For what it's worth, the problem follows the account login, not the device.  I can't see the subscription details of the subscription that isn't working, but I confirmed that it has still been billing every month.

We also noticed that the community image for her account was unexpected.  It was obviously an uploaded image (of a skull). That might be something that her former assistant had set though.  We know it wasn't something we set, but the assistant would have had access last year to change those. We don't login to them in that way very often and could have missed it.

Should we open a private support chat to investigate with the support team?

Thanks!

[kglad]

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

if that fails, proceed to these steps - https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

if those all fail, change your cc language.  eg, try international english

if that fails, change the install location