Missing purchase

New Here ,
Oct 25, 2020

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Wondering if anyone else has had this problem and what they did to fix it:

I purchased the Adobe Photoshop/Lightroom bundle about 3 days ago and was able to successfully download and install both apps, however when I open them they say that I am still in trial mode for both. I'm sure the purchase went through (I was charged on my bank statement), but I'm not able to access the apps past the free version. I'm sure there's an easy fix, if anyone knows lmk.

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Download and install, How to, Problem or error

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Adobe Community Professional ,
Oct 25, 2020

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Try the steps mentioned in the following link
https://helpx.adobe.com/hk_en/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html
If it doesn't work, then you need to contact support.
Login to your account and navigate to the URL below. Make sure that the browser has cookies enabled, and all script blockers are disabled.
https://helpx.adobe.com/contact.html
Click on the chat icon on the bottom right, and type AGENT to avoid bots and talk to a human.
Also, be mindful of answering anyone who sends you a private message. See the following for more information about scammers
https://tinyurl.com/y7cfrr7y
-Manan

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New Here ,
Oct 26, 2020

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Thanks for the reply,

I went through the steps listed above and nothing seemed to change; when I go to open both apps I'm still prompted to buy the full version. I was hoping to contact support but since my account is through San Diego State University, every time I click contact support I am redirected to contact my administrator, however, they haven't provided me a link to contact so I'm not able to get through to anyone that way. So I'm hoping to just cancel my subscription so that I'm not charged for these apps anymore; how do I go about doing that?

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Adobe Community Professional ,
Oct 26, 2020

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Did you follow the directions by Manan Joshi ?

What did the agent say?

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Adobe Community Professional ,
Oct 26, 2020

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To contact your administrator, you will have to get in touch with your IT dept. See if the following article helps you

https://helpx.adobe.com/enterprise/kb/contact-administrator.html

-Manan

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Adobe Community Professional ,
Oct 27, 2020

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Hi Jordan,

#1 The Photography Plan is totally separate from your school's plan.  It's offered only to individuals because it's a deeply discounted bundle for about $10/month. 

 

#2 Your University's Creative Cloud plan is an Enterprise plan handled by your school's IT dept.  Only they can grant you access to their services.

 

#3 With a browser that accepts cookies and does not have script blockers, please log-in to your account portal below to confirm you have an Active Photography Plan and your payment details are correct.

https://account.adobe.com/plans

 

#4 Log-out and Log-in:

1. Open CC Desktop App.
2. Click the gear icon > General tab > Settings. Select "Always keep Creative Cloud up to date."
3. Click on your Avatar (top right image).
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 personal ID and password.

 

Post back if you still need help.

 

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

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