New Participant

Question

One computer shows my plan, the other does not.

Forum|Forum|5 years ago
August 2, 2020
3 replies
3302 views

Hello! I'll try to make this brief. I just purchased the Adobe Creative Suite under a Student account. I successfully downloaded and installed Creative Cloud and Photoshop on my desktop. However, when I attempt to do ANYTHING with adobe on my laptop, Adobe Creative Cloud says I have no plans associated with my account. This occurs either when I download Creative Cloud and log in with my student account (which I made the purchase with), or even when I log in on the website.

I have tried different browsers, I have tried Incognito mode, cleared my cache, cookes, history, everything. the Adobe Creative Cloud website, when logging in on my laptop, shows I have no plans. I have uninstalled Adobe Creative Cloud and re-installed, uninstalled all Adobe products, ran all updates, nothing helps.

When I first attempted to contact support from the Adobe support site, I found I was not able to and that an "administrator" from my school manages this. I work in IT, I know how this works. An IT admin at my school is not going to be able to make heads or tails of this quite confounding conundrum. Never the less, I opened a ticket with them. The end result of the support case was, surly enough, I need to contact Adobe support.

Seeing as my school cannot fix this, and seeing as I cannot open a ticket with Adobe, I resort to the forums. Please, someone help me. I have seen other, similar issues to mine, but the only response is "Contact Adobe support" - a.k.a. "Open a ticket". I cannot do that, as you have read.

Please! All I want to do is be able to use the product I pay for!

File sync

Just Shoot Me

Brainiac

Your access to Adobe programs and or to the Adobe Website to check the status of your account is NOT Computer or mobile device dependent.

It is Based On the Adobe ID, email address and password, you are using.

R

Robert36515755wfm4

New Participant

This is not true. I too have this issue. My desktop pc can sign in to the user account and see the plan just fine. I can literally look over at my work notebook and sign in to the adobe site using the exact same details and it will say no plans.

S

Shivangi_Gupta

Community Manager

Hi there,

We understand this is not ideal. As per your account details, you have an active plan for Adobe Creative Cloud all apps.

Could you test the subscription status after signing out from the previous device?

Let us know the outcome.

Regards,

Shivangi

Nancy OShea

Community Expert

Hi @chrys3s,

Sorry for your frustration. Try creating a new computer user profile on your laptop with full admin level permissions.

1. Open CC Desktop App.
2. Click your Avatar (top, right image) > General tab > Settings. Select "Always keep Creative Cloud up to date."
3. Click on your Avatar again.
4. Sign-out of Creative Cloud.
5. Close all apps.
6. Restart your computer.

7. Log-in with new computer user profile.
8. Open CC Desktop app.
9. Click your Avatar.
10. Sign-in with your personal ID and password.

Failing that, I would suggest calling M-F during normal business hours and ask for tech support.

https://helpx.adobe.com/contact/phone.html

Nancy O'Shea— Product User & Community Expert

kglad

Community Expert

you need to check that desktop and see what adobe id was used to sign in. in particular, check for typos. in fact, just copy that adobe id.

then check your account to verify your subscription is what you expect and to verify that adobe id. by going here and signing out. then sign in with the pasted adobe id from the working cc desktop app, https://account.adobe.com

if that adobe id doesn't show a subscription, post a message in the enterprise&teams forums.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded