Illustrator subscription not working with older illustrator cc 2018 version

[eeveevee]

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.

[jane-e]

@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

[eeveevee]

Hi, thanks!

Sent a message via twitter

[kglad]

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?

[jane-e]

Hi, thanks!

By @eeveevee

You're welcome @eeveevee . We don't know your exact situation, but here is one more thought. If you had a subscription to CC with 2018 and now it is reverting to trial, you can try the four steps on this help page:

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

One of the four steps, for instance, is to sign out, then sign in again with the same Adobe ID you purchased with.

Jane

[Abambo]

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

[kglad]

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

[eeveevee]

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

[kglad]

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">

[eeveevee]

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]

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