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Suddenly unable to log into my adobe illustrator

New Here ,
Apr 01, 2023 Apr 01, 2023

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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.

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Community Expert ,
Apr 01, 2023 Apr 01, 2023

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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

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New Here ,
Apr 02, 2023 Apr 02, 2023

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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?

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Community Expert ,
Apr 02, 2023 Apr 02, 2023

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follow the suggestions in the posted links

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Community Expert ,
Apr 01, 2023 Apr 01, 2023

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Community Expert ,
Apr 02, 2023 Apr 02, 2023

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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 & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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