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Creative Cloud Payment

New Here ,
Jul 17, 2020 Jul 17, 2020

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I've recently purchased a yearly Creative Cloud Membership through my university in April. I've had access to my account since then, but today I have been locked out of all the apps with an error message that I need to pay for my subscription.

 

Additionally, my account has no previous record of my CC purchases, even though I have bought the subscription since 2018.

 

Has anyone had the same issue or knows who can help resolve?

 

Thank you!

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Adobe Community Professional ,
Jul 17, 2020 Jul 17, 2020

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Revert to trial https://helpx.adobe.com/manage-account-membership/cc-reverts-to-trial.html may help
-and troubleshooting FAQ https://community.adobe.com/t5/Get-Started/Troubleshooting-FAQ-What-should-I-do-if-I-have-a-membersh...
-and https://helpx.adobe.com/creative-cloud/kb/cloud-website-shows-trial-purchase.html
This part copied from Nancy_OShea
1. Open CC Desktop App.
2. Click the gear icon > General tab > Settings. Select "Always keep Creative Cloud up to date."
3. Click on your Avatar (top right image).
4. Sign-out of Creative Cloud.
5. Close all apps.
6. Restart your computer.
7. Open CC Desktop app.
8. Click your Avatar.
9. Sign-in with your paid ID and password.

or

https://helpx.adobe.com/contact/support.html for chat or https://helpx.adobe.com/contact/phone.html
-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long

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LEGEND ,
Jul 18, 2020 Jul 18, 2020

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You should contact your university as your subscription is through that organisation. Not directly through, with, Adobe.

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LEGEND ,
Jul 18, 2020 Jul 18, 2020

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I'm moving your post to a better forum, Account, Payment & Plan.

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Adobe Community Professional ,
Jul 18, 2020 Jul 18, 2020

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Contact your school's IT dept admin. 

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Adobe Community Professional ,
Jul 18, 2020 Jul 18, 2020

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Make sure you are logged into the correct Adobe id, ie probably the school's e-mail address. If that is the case, please follow the advices here from John (sign out / sign in) and Nancy and Just Shoot Me (contact your school's helpdesk). 

ABAMBO | Hard- and Software Engineer | Photographer

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