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eeveevee
Participant
December 23, 2023
Question

Illustrator subscription not working with older illustrator cc 2018 version

  • December 23, 2023
  • 5 replies
  • 988 views

I started a trial period for Adobe Illustrator CC.

During the trial period illustrator was working fine on my computer with the old version I still had (cc 2018).

After that I haven't used Illustrator for about a week or 3, but decided to keep the subscription (black friday deal) because I'm planning on using it again more in the future.

However, now trying to open up the program, it says my trial expired.

I also can't cancel the subscription anymore because I passed the 14 days free cancellation period.

So I am basically paying for a product I can't use.

 

Anyone had this same problem?

I tried contacting the chat but got cut off.. I'll try again during next week.

 

    This topic has been closed for replies.

    5 replies

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    eeveeveeAuthor
    Participant
    January 3, 2024

    Hi everyone, just wanted to give a quick update.

    I tried all the steps in both this https://adobe.ly/4aJ5R5w and this link https://adobe.ly/3THRV5F, however I kept being stuck on the "trial expired" screen when opening illustrator. In the end I ended up cancelling my subscription..

     

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    January 3, 2024

    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

     

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    December 23, 2023

    in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

    p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



    <"moved from using the community bugs">
    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    December 23, 2023

    check your account to verify your subscription is current, https://account.adobe.com

     

    then sign out, and then back in to your cc desktop application using the same adobe id used to verify your subscription: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

     

    restart illustrator cc 2018

    E
    eeveeveeAuthor
    Participant
    December 23, 2023

    already tried this, but thank you for taking the time to reply and help out!

     

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    December 23, 2023

    Are you sure you have a plan and that you are connected with the correct Adobe ID. 

     

    https://account.adobe.com/plans

     

    Check here for suggestions to resolve your issue: https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

    ABAMBO | Hard- and Software Engineer | Photographer
    jane-e
    Community Expert
    jane-eCommunity Expert
    Community Expert
    December 23, 2023

    @eeveevee 

     

    Your subscription includes all versions from CC2013 onward. Since you had a subscription that you were using for 2018, you were not eligible for the trial, nor did you need it for the current version. The Black Friday deal was only for new subscribers.

     

    We can't sort out billing on this forum, as we cannot see your records. Only Adobe Customer Care has that access, so you'll have to try them again. Since you got cut off, be sure to get a case number at the start of the session.

     

    I'm sure you know this, but try the link to auto-open the Chat:
    https://helpx.adobe.com/contact.html?rghtup=autoOpen  
    Type "agent" to get a human

    If your browser blocks the Chat window, try the troubleshooting tips here:
    https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703  

    You can also send a post through X (formerly Twitter) to @AdobeCare.

    Do not reply to PMs, which are likely to be scammers.

     

    I've moved your post from Using the Community (for forum questions) to Account, Payment, & Plan for you.

    Jane

      E
      eeveeveeAuthor
      Participant
      December 23, 2023

      Hi, thanks!

       

      Sent a message via twitter

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      December 23, 2023

      after opening illustrator there should be a link to purchase a subscription.  click it.  when you start the purchase process (for the plan you already have), does it show the correct adobe id that already has the subscription?

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