Being Charged to Buy Apps Even Though I Have A Subscription

[IlaKhan]

I have had a student adobe account for the last year and a half. Over the holidays I got a new laptop and I'm trying to download Photoshop and InDesign onto it. Whenever I open the apps they say my free trial has expired even though I'm paying for my subscrption, and it only gives me the option to buy a second subscrption.

[John T Smith]

Revert to trial https://helpx.adobe.com/manage-account-membership/cc-reverts-to-trial.html may help
-and troubleshooting FAQ https://community.adobe.com/t5/Get-Started/Troubleshooting-FAQ-What-should-I-do-if-I-have-a-membersh...
-and https://helpx.adobe.com/creative-cloud/kb/cloud-website-shows-trial-purchase.html

[IlaKhan]

Thanks for trying but none of those worked 😞

[Peru Bob · Accepted solution]

Please go to Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

[IlaKhan · Accepted solution]

Thanks!

For anyone else with this problem - I ended up having the Creative Cloud Unistaller (https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html?sa_src=AVA_JC_bot-eng-...), which uninstalled and re-installed Creative Cloud, then logged out and logged back in again, and now it's finally working 🙂

Also the chatbox doesn't seem to work on Firefox, even after I turned off all my adblockers and pop-up blockers, but it worked fine in Chrome