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Sorry but you did post in the Captivate forum. Captivate is not even included in the Creative Cloud. I will try to move your question to another forum.
Try the steps mentioned in the following linkhttps://helpx.adobe.com/hk_en/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.htmlIf it doesn't work, then you need to contact support.Login to your account and navigate to the URL below. Make sure that the browser has cookies enabled, and all script blockers are disabled.https://helpx.adobe.com/contact.htmlClick on the chat icon on the bottom right, and type AGENT to avoid bots and talk to a human.Also, be mindful of answering anyone who sends you a private message. See the following for more information about scammershttps://tinyurl.com/y7cfrr7y-Manan