I have an annual plan for After Effects that was last paid on December 4th, and I have had no issues since then. Late last month while going to export a project to Media Encoder, I got a pop up saying that my trial has expired.
When I click my account overview, it has all the details of my plan there. However the only things under the "Available in your plan" section on All Apps | Adobe Creative Cloud are bridge, photoshop express, and the creative cloud desktop app. After effects and Media Encoder only display as the trial versions. If i try going through 'buy now' the pop up says 'you already own this program', so I'm stuck in a loop where I'm able to use what I'm paying for.
A few things to note:
- I have done all the fixes in this Troubleshooting FAQ: What should I do if I have a ... - Adobe Support Community - 7601068 post, and none have solved the issue.
- No matter what device I sign in on the same error appears, so it's definitely an issue with my account rather than anything on my PC.
- The pc I'm typing this from is the only device my account is activated on so it's not a 'too many devices signed in' issue.
I first experienced this issue on June 26th and ive been talking back and forth with support for a month and they have been overall not very helpful, so this is kind of a last resort. If anyone knows any other fixes or knows what the best way to escalate my case would be then that'll be greatly appreciated.
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
p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam.
p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html
As I said, I have been talking to and been passed between agents for a month now, is there any way to escalate this issue because it seems like no one has been able to fix my issue.
these are user-to-user forums. to escalate you have to discuss with adobe support.