Ai features not available for my premuim account in Adobe Express

[HanoofAkul]

Hello Adobe Support,

I'm experiencing an issue with my Adobe Express Premium account. Despite my subscription stating that I have access to AI-powered tools (such as the AI Generating Tool), I am unable to locate or use this feature.

Here are the details:

• Account Type: Adobe Express Premium

• Issue: The AI Generating Tool is not appearing/accessible in my workspace

• Steps I've Tried:

  • Logged in and out of my account multiple times

  • Tried using different browsers (Chrome, Firefox, Safari)

  • Cleared cache and cookies

  • Confirmed that my subscription includes AI tools (as stated in my plan details)

Despite these steps, the AI generating feature remains unavailable. I would appreciate your assistance in resolving this issue as soon as possible.

Thank you,

[Amitej S]

Hi @HanoofAkul, Welcome to our Adobe Express community! 

Thanks for sharing all the details, and try the troubleshooting steps. Can you confirm if you are able to use other premium assets (Premium content is marked with a crown icon)? Also, can you please check on the Adobe Express mobile app, if you're able to access these features there? 

Let us know, we are here to help!

Best,

Amitej 

[HanoofAkul]

Yes I do have all the preamuim features and I can use them and I did check what my bundle have what type of features, I did ask help from my support team but this issue was not resovled for some reason. 

[HanoofAkul]

Also I have this tab where i can use any tool from this but when i click on the templete one its stuck for some reason and also there is no button on the side bar that shows generate with ai but on my friends account I can see that they have purple button that can generate ai templates 

[Amitej S]

Thanks for sharing this, @HanoofAkul. Can you also share a screen recording of the workflow you described? We'd like to share it with our team to investigate this. 

I'd suggest that you record a workflow of trying multiple GenAI tools (that don't work for you). It'd be better if this is done in private/incognito browsing mode.

We are here to help, but would need more info! 

Best!

Amitej

[HanoofAkul]

Adobe express problem  

Check out the link to see my problem !!

[Tarun Saini]

Hi 

@HanoofAkul

,

Thanks for sharing the screen recording. Could you please share your Adobe ID with me via private message? Also, I'd like to inform you that I've escalated the case to our product team. Once I hear an update from them, I'll keep you posted. 

Regards,

Tarun