Suddenly unable to log into my adobe illustrator

Forum|Forum|2 years ago
April 1, 2023
3 replies
872 views

I have a pre-paid annual subscription for Illustrator that expires in September 2023. When i tried to use the application today (Dell Windows 10 laptop), it didn't recognize that I had a subscription and prompted me to begin a free 7 day trial. I purchased the subscription my self and used my school email for the account log in.

Would appreciate any help.

How to

This topic has been closed for replies.

Nancy OShea

Community Expert

1. Open CC Desktop App.
2. Click your Avatar (top right image) > Preferences > 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. Open CC Desktop app.
8. Click your Avatar.
9. Sign-in with your paid ID and password.

Hope that helps.

Nancy O'Shea— Product User & Community Expert

kglad

Community Expert

start with @Monika Gause's suggestion. only if that fails, proceed to the following:

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

Monika Gause

Community Expert

Did you previously have a school subscription on the same email?

Apart from that, you could try if this helps: https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

B

Benjamin29197002tiffAuthor

Participant

I do have a school subscription, but since I can only use it at the school, i bought a subscription for myself. I used my school email address to do that. It worked fine from September 2022 until a few days ago. Just changed the email address from my school email to my personal email. Is there something else I should do in order to separate the subscriptions?

kglad

Community Expert

follow the suggestions in the posted links

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