I let my account lapse. Got it paid for and Recvd new email/download . I can’t get it to work.

New Here ,
Dec 27, 2020

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I let account lapse.  I reordered and got email proof it was paid. Recvd new download email.  It wont work. Can't get the chat to work.  Can they just reinstate my old account? 
or does anyone have an actual phone #? 
thnx 

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Adobe Community Professional ,
Dec 27, 2020

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No, they cannot reinstate a lapsed account.  It's gone.

 

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 new paid ID and password.

 

Failing that... 

1. With a browser that accepts cookies and does not have script blockers, please log-in to your account portal below to ensure your new plan is active and payment details are up to date.

https://account.adobe.com/plans
2. If you still need help, scroll down to Contact Adobe on the same page.
3. Online chat is available in English 24/7.
4. In the chat box, type AGENT followed by enter key and wait for a human.
5. Alternately, phone customer service M-F during normal business hours.
https://helpx.adobe.com/contact/phone.html

Good luck!

 

Nancy O'Shea, ACP
Alt-Web Design & Publishing

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Adobe Employee ,
Dec 28, 2020

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Lisa, to add to Nancy's response, I am showing that you have an active Photography plan under the e-mail address you used to post to this public discussion forum.

 

It is very likely the inability to begin a chat session or verify that you have an active membership are related.  Please make sure to follow the suggestions by Nancy below when choosing which web browser you are using to begin the chat session.  

 

For more information on how you can resolve the current connection failure see https://helpx.adobe.com/mena_en/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html.

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