Participant

Question

I have an issue with access.

Forum|Forum|1 year ago
February 8, 2025
1 reply
368 views

Money is being withdrawn from my account, and I can't use the services. The support page won't open. What email can I use to report this issue?

Admin console

jane-e

Community Expert

@roman_7312

You posted to the Enterprise & Teams forum and need to talk to your system administrator.

If you made a mistake and are an individual user, we will be happy to move your post to a different forum for you.

Jane

A

Anshul_Nautiyal

Community Manager

Hi @roman_7312,

Thank you for reaching out. Upon reviewing your account, I can confirm that you have both an active Enterprise and an Individual subscription associated with the Adobe ID used to post this query.

Could you please provide more details on the issue you are experiencing when trying to access your applications?

If the issue is related to your Individual subscription, please ensure that you select the Personal Account when prompted at the profile chooser screen during login. You can refer to this guide for assistance:

Manage Adobe Profiles

If you are encountering a trial or license expiration error after logging in, please review the following troubleshooting articles:

Resolve Trial and License Expired Errors

Stop Creative Cloud from Showing as Trial After Purchase

Adobe License Issues – Keychain & Credential Manager

Hope this helps. Let me know if you need further assistance.

Regards,
^AN

A

Anshul_Nautiyal

Community Manager

For the second time, money has been deducted from my card, but I still can’t access the services. There’s no information about the payments in my personal account, and the support chat won’t open. I need the service I’m being charged for, but this is already the second month that I haven’t been able to use the full subscription I’m paying for.

On top of that, I can’t get in touch with anyone to request help or compensation for not being able to use the subscription due to what I believe is an issue with Adobe’s website.

I don’t know how to solve this situation, which is why I’m seeking help. I want to use Adobe’s tools, I’m even paying for them, but I’m not getting access.

I’m really frustrated.
Who can help me? Please provide me with an email address for customer support.

Hi @roman_7312,

It looks like the issue with accessing your personal subscription might be due to stored or incorrect license information in Keychain (Mac) or Credential Manager (Windows).

To resolve this, I recommend restarting Credential Manager or locking and unlocking Keychain Access, then removing Adobe Intermediate CA, Adobe Content certificates, Adobe User certificates, and Adobe App certificates. After doing this, try logging into your personal account again. You can follow this guide for detailed steps:

Fix Adobe License Issues.

If the issue persists, please refer to this guide to resolve trial or license expiration errors: Resolve Trial and License Expired Errors, then attempt to log in again. If the problem still continues, you can use the Adobe CC Cleaner Tool to completely remove Adobe applications from your system before reinstalling the Creative Cloud Desktop app. You can download the tool here: Adobe CC Cleaner Tool.

Additionally, I am moving your query to the appropriate community for assistance with your subscription charges. Let me know if you need more help.

Regards,
^AN

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