Lost the projects I created in the free trial

Report · Sep 19, 2022

I created some projects during the free trial I really like. Then I had a family emergency and evidently missed when I should have shifted to a paid plan. I just logged in to pay for the account but can't find the projects. Do they get deleted or is there a way to find them now that I'm on a paid plan?

Report · Sep 20, 2022

Hi Mandy,

Please do not worry. We will check this for you. Can you please try logging in with the same email/user id under which you had all your projects and check if you can access them? We ask because your projects are tied to your login method. For example, if you create a project with a Facebook login, then access Creative Cloud Express with Google, you will effectively have made a new account with new/different projects. The same idea would apply if you logged in with two different Gmail addresses.

If that does not work, try duplicating the project again. Also, would you be able to try again on another network/wifi? Check if this works. If not, please send us the URL to that project so we can investigate it.

Thanks

Manmeet

Report · Sep 21, 2022

Hi Manmeet,

I always sign on with a Google account. I think I started my free trial
with my work email: communications@zdr3.org. As I recall, I never had to
use a password during my free trial. When I try to retrieve the projects I
created, or when I try to create a new project, I receive the error message
in the screenshot below.

When I signed up to pay I used my personal email: matsonwrite@gmail.com. If
it would be helpful to change my account email to communications@zdr3.org,
that's fine. I should have done that in the first place.

I cannot use another wifi. I work on an iMac with Google Fiber, and
alternate using Chrome and Safari.

Thanks for any help you can provide.

Mandy Matson