"Unable to verify education status" despite receiving the product one week ago

[Tim34021322jky1]

I'm subscribed to Creative Cloud since 2023 and receive the reduced monthly fee because of my education status.

Just last week I found out that, due to my education status, I am also eligible for a free licence of Substance 3D. Therefore I applied for the Substance package, was verified and a one year license was added to my Adobe account without any problem.

However, today I received an E-Mail that my monthly fee for Creative Cloud is now 78€ per month and was sent via PayPal. I was confused and logged into my account at Adobe. There was a pop-up that told me they were "Unable to verifiy my education" status and therefore I lost my education status for Creative Cloud. I need to verify again.

I am wondering: How is this possible? I literally verified my education status just seven days ago for Substance (and this license is still active so there was no problem with the verification). Why do I need to verify it for Creative Cloud separately again? Both products are in exactly the same Adobe-account. Are there two different verification system that do not communicate with each other? Why was my verification for Substance not enough for Creative Cloud? 

[Shivangi_Gupta]

Thanks for reaching out, @Tim34021322jky1.

I reviewed your account details and found that you have two different subscriptions associated with it(as you mentioned).

If you’re seeing the “Unable to verify education status” message even after receiving the product, it usually means the verification process wasn’t completed successfully. Here are a few steps you can try:

1. Check Your Email: Adobe typically sends an email with instructions to upload proof of eligibility (like a student ID or enrollment letter). Make sure you’ve completed that step.
2. Verify Document Requirements: Ensure the document clearly shows your name, institution, and current enrollment status.
3. Re-upload if Needed: If the previous upload didn’t meet the criteria, you can re-submit the documents through your Adobe Account.

Let us know if you’ve already tried these steps or need help with the verification process—we’re here to assist!
^Shivangi

[jh.equigrafie]

Hi!

I seem to have experienced a similar problem. I've been using CC for a long time as a student (first via Uni and now via technical college) and it will show me an error message and give me the following error message: "Looks like you've already been approved for this offer." I submitted an official school document (stamped and signed) by my school and last year Adobe accepted this with no problem. Is there anything else I can do? I graduate March of 2028 so would really like to keep using the discount until then. 

[kglad]

@jh.equigrafie 

did you follow the 3 steps above?

[jh.equigrafie]

Yes. Today I tried again to submit the necessary data via the button on my profile. I've also done this for several years previously with no problems. 

[Jeffrey_A_Wright]

Jh. I am sorry, I don't see any records of your submission. Please use a different device to submit your proof of eligibility as discussed at https://adobe.ly/3XIno8v. Make sure the device and network is not managed by your educational institution or you may be blocke from contacting us. ^JW

[kglad]

... in particular, try using a mobile phone's updated non-opera browser with wifi disabled.

[kglad · Accepted solution]

if you get to #3 from shivangi's post, https://helpx.adobe.com/x-productkb/global/graduation-education-discount-expiry.html