Error: can't verify my subscription status (Windows) in XD

Report · Sep 19, 2019

Try the following solutions in the order in which they are listed:

Please try the steps mentioed in this article: https://helpx.adobe.com/xd/kb/cannot-verify-subscription-xd.html.

If that doesn't help, then try the below steps.

Start the Credential Manager Service:

Remove Web Credentials. See this article from Microsoft  https://support.microsoft.com/en-ca/help/4026814/windows-accessing-credential-manager for more info.

Disconnect VPN and retry
Switch to a different network and retry

Or,

You may try the below steps-

Click Start Button and Type "Windows Update"
Now either click "Check for Updates' or click on one of the options "Important" or "Optional". This will open a window, "
Select Updates to Install".
In Optional Updates, Find update KBXXXXXX (Depending on the latest update) and check it. You can uncheck all other updates from Important and Optional list as that will make the process faster.
Click Ok, Wait for installation to complete.
Now Download EasyFix.msi from this link (Search Easy Fix as article is quite long)
Easy Fix will add the required registries, Now you must restart the system and check the workflow.

If these solutions do not help, please share your OS and XD version of your machine with Harshika Verma so that she can investigate more about your issue.

Thanks,

Preran

Report · Jan 27, 2022

I too have suddenly found Adobe can't verify my subscription status.

I have worked through all their list of solutions. None of them work.To my mind this is Abobe's problem. We should not be spending hours trailing through ' the community'. There should be an up-front way to contact Adobe directly i.e e-mail or 'phone and it should appear - and be active - with the ' can't verify your subscription' message.

I don't know how anyone else is affected, but Adobe is taking my money every month and has failed miserably to do anything to correct the problem. What sort of an organisation are we dealing with?

Report · Jan 28, 2022

Hi,

I'm also experiencing the same issue. It's been more than 10 dyays since I have been able to use Acrobat. What is so special about Acrobat? The other Creative Cloud apps are not affected. Please provide a resolution.

Why is it so difficult to get a resolution to this apparently know issue?

Report · Feb 06, 2022

when i open the XD;

same times leter, XD pop-up dialog box;

the dialog box displayed "We can’t verify your subscription status."

but my computer can open any other adobe software;

just XD can't use;

Report · Feb 06, 2022

plase help me;

think you all;

Report · Feb 07, 2022

Hi ED230219452244,

We are sorry to hear you are unable to open XD. We would request you to please try the steps suggested in this post.

Let us know if this helps.

Thanks,

Harshika

Report · Feb 09, 2022

I'm sorry.

I followed your operation method, but it didn't solve it.

Report · May 25, 2022

Why adobe is still not able to resolve this issue till date. Now its may 2022, am using enterprise account still getting "We can’t verify your subscription status." while opening ADOBE XD. Seriously do you think your customers as joke? why you are still reluctant to resolve this over the years. are we not paying the money you are asking? we need answers and fixes. Do reply!!!

Report · May 26, 2022

Hi @S24577884xfbs,

We are sorry for the trouble. We've seen the latest update on windows 11 and windows 10. Please ensure that your system doesn't have the pending windows updates.

If you're on a mac, please try the below steps-

Create a new user account and check if it works fine. If yes, there is an issue with the original account.
Please try Uninstall/ Reinstall of XD and Creative Cloud Desktop app.
Offline mode - https://helpx.adobe.com/in/download-install/kb/cannot-verify-subscription-offline-mode.html

Let us know if that helps. We'll try our best to help.

Thanks,

Harshika

Report · May 26, 2022

Hi Harshika,

Am using windows 10 and it is up to date. photoshop and illustrtor has no issues while opening whereas XD is not opening due to this verification issue. I have demo with my team but without xd how can i showcase the wireframes.

Report · May 31, 2022

Hi S24577884xfbs,

We are sorry for the delay in response. If you're still experiencing the issue, we would suggest you to please get in touch with us directly using our contact us page so that we can help you over a remote session on a 1:1 basis.

Hope it helps.

Thanks,

Harshika

Report · May 31, 2022

which unfortunately can't be done from my Enteprirse pro plan:

"Please contact your administrator for help.

A member of your organization is a designated contact for issues with your Adobe products. Reach out to your administrator or IT contact for help."

Report · May 29, 2022

same problem with Lightroom Classic on my enterprise pro plan. I exclude a user-related problem: tried with 2 different installations of W11. Tried using ethernet/Wi-Fi, DSL and sharing my mobile's connection. Log sent thorugh log collector. certificate services running and certificane console shows 4 adobe certificates. The level of detail returned by the message is insufficient: not a single error code to know what failed and when/where. It seems to me this post has been around for 31 months and the issue is still here...

Report · Jun 13, 2022

After multiple hours of googling and following guides, I was finally able to resolve it. I then just shook my head in disbelief. In my case, I did not own a valid license for adobe XD. My employer bought me a Photoshop license years ago, but forgot to upgrade mine to a full Creative Cloud membership, which is the default now for newer employees. This way I was able to successfully start Photoshop, but got the popup in question with Adobe XD. I could have saved myself hours of searching if it had just printed "You don't have a license.".

Report · Jun 12, 2022

Report · Jun 14, 2022

Hi @dKilo248319363hy6 ,

Sorry to hear about the trouble. Please try the suggestions shared in this similar discussion and let us know if this helps or if you need any further assistance.

Regards

Rishabh

Report · Sep 10, 2022

I was having the same issue for a very long time, Tried everything Restarting to Re-Installing the apps nothing worked.

But what worked was i removed all the web credentials related to adobe, And it worked Perfectly

Report · Sep 13, 2022

Hello,

I get the same window/message in Adobe XD that my subscription couldn't be verified. There are many people here asking for help, and everything they get are links to discussions. If it's so many people, it can't be their fault but Adobe's. So please fix it. I tried everything described here. All other products work fine, just Adobe XD is unable to verify the subscription. The best result I ever got after deleting all Adobe's credentials from Credential Manager is on the picture enclosed. There must be something wrong with Adobe XD. I spent hours reading these topics and pages and pages of offered solutions from which nothing works for me. Please really look into it, and fix it, don't just write polite and comforting answers to everyone. Thank you very much!

Best regards,

Jiri

Report · Nov 06, 2022

For my case, I try contact support team and had two remote fix but did't help.

But I manage to fix somehow by

1. Uninstall all application related to Adobe

2. Remove all credential just like other do

3. Download Creative Cloud Cleaner tool. This tool is official and the staff the do remote fix for me also use this. I chose to clean all Adobe application then restart computer.

4. After that I install Creative Cloud and Adobe XD again. It didn't work at first but after I try to install other application, Adobe Bridge and Photoshop Express, I can open it as normal, after that I finally can open Adobe XD without this error.

Personally I think that Adobe XD had some internal problem about authentication and by open other Adobe application, they trigger some config and allow me to use Adobe XD.

Hope this experience help other poor soul our there.

Report · Sep 26, 2023

Hi there.

I am encountering the same problem as well.

Currently, I am using Adobe XD version 57.1.12 on Windows 10 Enterprise N 10.0.19045 Build 19045 operating system.

In an attempt to resolve this issue, I followed the solution provided in the first comment. However, I encountered difficulty in stopping the task from the Credential Manager Service during this step. Additionally, I experimented with installing a previous version of Adobe XD, but unfortunately, the problem still persists.

Given the situation, I am seeking guidance on the exact steps I should undertake to resolve this problem. Any assistance would be greatly appreciated.

Best Regards,

Vasilis