No subscription after renewal

[CYRKLAF.EU36872083wt9s]

Hello,
I extended my subscription yesterday by a year with the help of support, unfortunately today I wanted to log in and it shows me that I do not have a paid subscription. More than 24 hours have passed since the purchase. Additionally, I took Adobe Acrobat AI and it shows me in the account.

[CYRKLAF.EU36872083wt9s]

Of course I'm trying to write to support but chat not working.

[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">

[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

[CYRKLAF.EU36872083wt9s]

This is exactly the problem, it does not show me an active subscription on Adobe.com, despite the fact that I had one valid until 14.04.2025, but support removed it yesterday and added a new one from 12.03.2025 for which payment was taken yesterday at 12:06, but despite this it does not show it in my account, it shows me "Free Creative Cloud account". I cannot write to support on chat because it does not work, when I start the chat it shows me an error.

[kglad]

did the new subscription use the same adobe id that you're using to check your account?

[CYRKLAF.EU36872083wt9s]

Yes, this same

[Jeffrey_A_Wright]

Cyrklaf, I am sorry that you continue to encounter problems purchasing your new memberships. Please use the steps listed in https://adobe.ly/4isNC7z if you have any additional feedback or comments about your active support case ADB-39029502-R4S5. ^JW

[CYRKLAF.EU36872083wt9s · Accepted solution]

@Jeffrey_A_Wright Hey,
I found someone with less than a year of experience who helped me out quickly. She canceled my subscription, made a refund and added my subscription again, now everything works.

[kglad]

@CYRKLAF.EU36872083wt9s 

that's great to hear!  thank you for that update.

[Jeffrey_A_Wright]

Agreed, thanks for the update, Cyrklaf! ^JW

[CYRKLAF.EU36872083wt9s]

@Jeffrey_A_Wright @kglad @Shivangi_Gupta Thanks for all, and have a nice day and weekend 🙂

[CYRKLAF.EU36872083wt9s]

I was supposed to have Adobe Cloud and Adobe Acrobat IA activated on this account, I only have this Acrobat add-on active.

[kglad]

what do you mean by acrobat 1a?

and what do you mean by adobe cloud?

[CYRKLAF.EU36872083wt9s]

Acrobat AI - Acrobat Ai Assistant

Adobe Cloud - Adobe Creative Cloud 

[kglad]

did you re-contact support?

[CYRKLAF.EU36872083wt9s]

I tried but the chat still doesn't work. Yes, all packages from Adobe show me that I can upload a trial

[kglad]

ok.  wait another hour or two for support to open for your country.

[Shivangi_Gupta]

Could you try signing out of your Creative Cloud app and sign back in, @CYRKLAF.EU36872083wt9s?

Let us know if it brings any change. 

^Shivangi

[CYRKLAF.EU36872083wt9s]

Still this same, no active subscription.

[Shivangi_Gupta]

uh oh! This is not ideal.

I am assuming that you are signed in using the correct email address. I would recommend you to speak with our support team here: https://adobe.ly/4inDRHS

They'll help you with the issue.

^Shivangi

[CYRKLAF.EU36872083wt9s]

I managed to contact support, apparently the problem was that I had 2 active CC All Apps subscriptions, a new one from yesterday and an old one until April 14, which is why the payment was still being processed. The support guy canceled one and I will get a refund of about 4 euros for it, because it is only until April 14, and the new one from yesterday will supposedly be activated within a few hours after the payment is approved.

But the fact is, yesterday the guy I spoke to insisted on buying Acrobat AI more than on renewing the subscription.

[kglad]

@CYRKLAF.EU36872083wt9s 

keep us updated.  hopefully, everything is fixed, but confirmation would be nice.

[Shivangi_Gupta]

Yes, I can see that you have an active subscription to AI Assistant for Acrobat. Unfortunately, this is the extent of the information that I can provide you here on a public forum. You'll need to contact our support team for discussing the activation and the issue that you are getting.

We are sure that the issue will get resolved. 

^Shivangi

[CYRKLAF.EU36872083wt9s]

The subscription still doesn't work, and for 3 days I've already talked to 4 people in your support and no one can help me 😕 The payment was taken 3 days ago, and the subscription is still missing. Because of this, for 3 days I can't realize anything for clients, which is a loss for me...