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Sorry to hear about your troubles. Would it be possible to share a screen shot of the issue?
To download the MP4 of an Instagram reel, I would require a premium subscription to Adobe Express. Currently, I'm using a 30-day free trial because I needed to export my work. However, I'm not inclined to pay for this premium feature. If this issue cannot be resolved, I will seek an alternative tool for creating this kind of content. We are already paying for an Adobe Cloud license, and I'm not willing to pay additionally for these types of features.
@Kristien26964588s2gj thanks for the additional details and screen shot? Do you know what type of paid Creative Cloud membership you're using? ie Creative Cloud team, enterprise, individual?