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Diana5CCB
Participant
October 29, 2020
Answered

Switching from a student license to a trial version of ACC

  • October 29, 2020
  • 1 reply
  • 339 views

Hi everyone!

I have the following issue. My student lisence of ACC has just expired and I would like to subscribe to use just some of the programs as a standard user. Before the purchase I decided to use the 7 day trial period of the whole pachage. I deleted all programs installed previously and I downloaded just the ones I want to use during the trial period. Unfortunately when I open them, the following message appears:

"Sorry, your account is not valid on this device. Please try again with school ID.
Your IT administrator may have applied access restriction on this device. Please try again with another Adobe account or contact your IT administrator for assistance."

Anyone who has had the same issue or can help me find a solution?

Thank you!

    This topic has been closed for replies.
    Correct answer Diana5CCB

    LinSims, thank you for your attention and your patience.

    I had contacted an Adobe agent before sending my request here but I did not receive the support needed (as you wrote, demand is much higher now).

    Eventually I found out the way, maybe it could be useful to other students/users with the same issue: I used Adobe CC Cleaner to delete everything I had installed with my student license and then I installed the trial versions of the programs. Now the error message does not appear any more.

    1 reply

    LinSims
    Community Expert
    LinSimsCommunity Expert
    Community Expert
    October 29, 2020

    Let me move this to the Creative Clouds forum for you, which is a more appropriate forum for your question.

    The Using the Community forum is for help in using the Adobe Support Community forums, not for help with specific programs or for help with account, billing, download, installation, or licensing issues. 

     

    That being said, be aware that this is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

    Click the following to contact Adobe customer support staff for help: 

    https://helpx.adobe.com/contact/support.html

    You must be signed in with your Adobe ID and allow cookies in your web browser for this to work.

    This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

    Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.

    If the CSR refers you to the forums, insist on speaking with a supervisor and keep moving up the chain until you get someone who knows what they are talking about.

    You can also search for Adobe customer support using your favorite search engine. This will normally provide you with a regionally appropriate phone number that you can use.

    Be aware that because of the pandemic, wait times are far longer than usual due to reduced staff and higher demand. Please be patient with the people to whom you speak. Like you, they are feeling a great deal of stress. A little patience and understanding will go a long way to helping you in your particular situation.

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      Diana5CCBAuthorCorrect answer
      Participant
      November 1, 2020

      LinSims, thank you for your attention and your patience.

      I had contacted an Adobe agent before sending my request here but I did not receive the support needed (as you wrote, demand is much higher now).

      Eventually I found out the way, maybe it could be useful to other students/users with the same issue: I used Adobe CC Cleaner to delete everything I had installed with my student license and then I installed the trial versions of the programs. Now the error message does not appear any more.

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