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Payed for a plan but can't access it.

New Here ,
Apr 19, 2018 Apr 19, 2018

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I payed for a year subscription to the 20gb photographers plan. The payment says it went through on the but doesn't show up in my purchase history in adobe. I tried contacting adobe throught chat over 5 days ago, and sent them another message to. They still haven't gotten back to me. Any thoughts on the matter because it isn't exactly cheap?

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correct answers 1 Correct answer

Community Expert , Apr 19, 2018 Apr 19, 2018

check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://accounts.adobe.com/

if your account shows

a. your subscription is active,

1.  sign out and then back in to your cc desktop application using the same adobe id above to verify your subscription:  http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

2.  if that fails, https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

...

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Community Expert ,
Apr 19, 2018 Apr 19, 2018

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check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://accounts.adobe.com/

if your account shows

a. your subscription is active,

1.  sign out and then back in to your cc desktop application using the same adobe id above to verify your subscription:  http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

2.  if that fails, https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

3.  if that fails, https://helpx.adobe.com/creative-cloud/kb/cc-reverts-to-trial.html

4.  if that fails, using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

if your account shows

b. you have no subscription and you're paying for one

1. using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

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Adobe Employee ,
Apr 19, 2018 Apr 19, 2018

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Hi there,

I'm unable to locate any purchase under your email address. Could you private message me the possible email address you might have used for purchase? I should be able to find the order and other information.

^Ani

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New Here ,
Apr 16, 2022 Apr 16, 2022

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I have the same issue & none of these solutions helped lol.

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Community Expert ,
Apr 18, 2022 Apr 18, 2022

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using a browser that allows popups and cookies, contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human

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New Here ,
Sep 18, 2022 Sep 18, 2022

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I am having this issue as well. My card was charged and email verified, however I still don't have access to these apps.

 

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Community Expert ,
Sep 18, 2022 Sep 18, 2022

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follow the steps in the post marked correct.

 

if those fail to help, contact adobe per another post in this thread.

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New Here ,
Sep 18, 2022 Sep 18, 2022

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I tried and it didn't help. The cloud is still asking for me to buy the suites.

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Community Expert ,
Sep 19, 2022 Sep 19, 2022

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and what did adobe support say?

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