My Adobe ID account says that I only have a free subscription, even though I paid for a full subscription.

[margowithac]

In October I paid for an 'Adobe Creative Cloud Subscription Student for 1 year' and got an activation key to use it. Recently I had some trouble with my hard drive and had to reinstall everything on my laptop. When trying to reinstall Creative Cloud on https://creative.adobe.com/educard/wah it told me that I had already used my code, which I did in October before my hard drive broke down. So I thought I could just download Creative Cloud and everything would be okay, but I got the message that I could only use the trials, because no subscription was found. I then looked on accounts.adobe.com and saw that on there it also said that I only have a Free Creative Cloud Subscription. I only have 1 account, so I am definitely using the right one.

What can I do to use my actual subscription again instead of just the trials?

[Sheena Kaul · Accepted solution]

Hi,

I have checked your account and the CC membership under this Adobe ID is suspended.

You will need to contact support through call/chat for this request.

Contact Customer Care

**Be sure to remain signed in with your Adobe ID before accessing the link above**

Regards,

Sheena

[Timothy2639959706qm]

Hi, how can I re-connect? The account may have been channeled through my employer, the University of Auckland, New Zealand. I have recently retired from there. However, I have a personal automatic payment set up, and it have been operating fine for years. Thanks, Tim

[kglad]

start here - https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html