the templates aren't loading for and it's not letting me unlock an element within the template when I'm trying to customize it. My account has premium access so this shouldn't be the issue.
We're sorry to hear about this. Did you create your template or you're working on the templates provided in the app? Can you share the screen recording of the issue to assist you further?
In addition to Tarun's suggestions. You may want to confirm you're signed in with an email which has a premium membership associated with it. You can check at https://account.adobe.com/plans possibly try signing out and back in again. Also, if you're unable to provide a screen recording, screenshots would help too.
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