Can't download image due to license issues, but I have a paid subscription.

[Phantaseas]

I keep getting this error when trying to download an imagine I've been working on. Thing is I have an active paid creative cloud plan (adobe express). I'm using a desktop. Is there a way to resolve this? I feel like it's an error. Unless there's something additional I'm supposed to buy?

[thejanebradbury]

I've had quick look at the Stock asset, in case it was one of the limited ones, but it seems alright. If this is the first time you've had this problem since the update to the new Adobe Express last week I'd try

• Signing out and back into your Adobe account.

If that doesn't work on its own then I'd try:

• Signing out of your Adobe account;
• Clearing cookies & cache;
• Signing into your Adobe account.

It may be just that your browser needes to refresh to acknowledge your Premium status since the update. 

[Phantaseas]

Thanks for the suggestions! Unfortunately even after doing all of that, the issue persists. 😞

[thejanebradbury]

Oh, I'm sorry that didn't help. The next step would be to contact Adobe Support to check your account status. If you're a private custoemr using Creative Cloud visit https://helpx.adobe.com/support.html?rghtup=autoOpen making sure pop-ups are allowed and signed in with your Adobe ID. 

If your plan is via business or education you will need to speak with the Admin.  

[Gabriel27192211elpa]

I am also having this issue. Moreover, the Adobe Stock asset ID number that is causing the issue doesn't correspond with any Adobe Stock item that I'm using. Has anyone had any luck solving this problem? I've tried different browsers, logging in and out, clearing cache, turning off pop-up blocker... Adobe, any advice?

[Maya318594480z3v]

If you're encountering errors while trying to download an image from Adobe Creative Cloud despite having an active paid plan, ensure you're logged in with the correct account associated with your subscription. Clear your browser cache and cookies, then attempt the download again. If the issue persists, contact Adobe's customer support for assistance to resolve the download error. Additional purchases might not be necessary for image downloads under your existing subscription.

[Phantaseas]

I'm using the correct login on everything. So where specifically do I contact adobe's customer support? 

[thejanebradbury]

I gave you the link above: 

If you're a private customer using Creative Cloud visit https://helpx.adobe.com/support.html?rghtup=autoOpen making sure pop-ups are allowed and signed in with your Adobe ID. 

If your plan is via business or education you will need to speak with the Admin.  

[Jessica31897699knce]

@Phantaseas 

Hi, did you ever get this fixed? What did you need to do? I'm having the same issue. 

[Phantaseas]

I contacted customer service and they're supposedly looking into it. But I haven't heard anything back yet. So sadly, no. I still can't download any of the projects I was working on because of similar issues.

[Jessica31897699knce]

@Phantaseas  I created a new project and then copied each slide in one at a time, downloading it each time to see which page was giving me the issue. It ended up being two images that I had to change and now my second project works. It's still something I'm going to call about on Monday because I should have access to all the images. Try doing that too if you need your project right away!  Very frustrating 😕 

[Jessica31897699knce]

@Phantaseas 

Shut off your pop-up blocker and it should work! Mine is now 🙂 

[Rianne34939270wa44]

Thank you! This helped me save my work! 

[Patdiddy8]

Whenever I try to use adobe express in the latest beta version of chrome, I'm unable to download any of the work I've created using adobe express. I have tried using two different premium accounts to see if it was related to the fact that I might not have been given proper access to adobe creative cloud at my new college yet, but, when I logged in to the account that worked last week, and tried to convert an mp4 to gif, then download it, it just says "processing" for about two seconds, then goes back to the download button. 

prior to may of this year, express worked perfectly fine, but now it doesn't. how can I fix the issue?

[Amitej S]

Hey @Patdiddy8,

Welcome to the Adobe Express Community!!!

Would it be possible to try downloading projects using the regular Google Chrome browser, not the Beta version or some other browser like Safari or Microsoft Edge, etc., to check if that makes any difference?

Do let us know about your experience.

Also, if the problem persists, please share a screen recording of your workflow. We'd need this to investigate the issue further.

Hope this helps!

Best,

Amitej

[Douglass5F9D]

I am having the same issue - is it the browser? I can't download content from Adobe Express anymore either. 

[Amitej S]

Hey @Douglass5F9D,

Could you try downloading the projects with other browsers such as Safari, Firefox, Edge, or Google Chrome-Version 114.0.5735.110 (Official Build)? 

BETA Apps generally have some compatibility issues, which might be the reason for this issue.

Also, you may go through this article stating the requirements for Adobe Express: https://helpx.adobe.com/in/express/system-requirements.html

Let us know if this helps,

Thanks,

Amitej

[Guest]

Hey bro, I can't  download from adobe express beta either I get this error" this asset requires a paid creative cloud plan" but I do have a pain CC plan and I can download the same asset using old adobe express even using my ipad.. any idea what's going on? Using chrome btw. Thanks

[Amitej S]

Hey @Deleted User, Could you try once after clearing the cache/cookies of the browser? Signing out and then back in also sometimes resolves such errors.

Let us know how it goes!

Best,

Amitej

[allisonh70755797]

Are there any fixes to the download stopping at 20%? I've cleared my cache/cookies, turned off the pop-up blockers as others have suggested and am still unable to download the mp4.

[Lyn_D]

Hi @allisonh70755797,

Thank you for your patience.

I just came across your thread and wanted to know if you still need help, as our engineering team fixed some bugs.

I'm here to help and looking forward to hearing from you.

^Lyn

[Jessica31897699knce]

Hi @Deleted User 

Did you ever figure out what's going on? I'm having the same issue!

[jdmcclintic]

Shut off Pop Up Blocker and see if that helps. It finally did for me.

[Jessica31897699knce]

@jdmcclintic Thank you!!! It worked!

[jdmcclintic · Accepted solution]

Came here with this problem, and since I havent seen the solution, here it is. 

SHUT OFF POP UP BLOCKER!

I hope this helps.