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sbshutterbug
Participant
July 16, 2019
Answered

Problem Activating CC License

  • July 16, 2019
  • 2 replies
  • 1301 views

I have an existing annual Creative Cloud subscription that expires in 2 days. I purchased a new 1 year subscription through Amazon today. When I tried to activate the subscription using Amazon's instructions, I received the error "Vendor notified us that your account is not eligible for this product." I contacted Amazon and they told be to contact Adobe to resolve the issue. I tried Adobe's support chat, and have been waiting for a response for 90 minutes so far. I need help to activate the new license on my existing Adobe account.

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Correct answer sbshutterbug

Thank you, 02GEEK. I was finally connected to someone supposedly in the accounts department. He said the only way to resolve this is to contact Customer Care after my current subscription expires. I was trying to be proactive so my subscription doesn't lapse but I guess Adobe would rather fix a problem after it occurs.

2 replies

jonathanh54768502
jonathanh54768502
Participant
July 16, 2019

From a post on the Canon Price Watch site (where I learned of this deal).   Apparently this is an annual (with auto -renewal), and I'm on a monthly, and for some reason Adobe can't get this sorted out.   Other people have been advised to cancel and recreate the account, which is a bad solution for me, as I've got my account pre-paid through September (from Amazon Prime promotion and free months from a hard drive purchase last year on Prime Day).   Hoping they get this figured out.   Annoying to have to go through this hassle to save $20...

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sbshutterbugAuthor
Participant
July 16, 2019

Thank you, jonathanh54768502. Adobe told me the only way to fix this is to let my current annual subscription expire and then contact Customer Care to activate the new annual subscription. My concern is that after my current subscription expires, the monthly subscription will kick in and I'll be charged before I can activate the new annual subscription, which I paid for and Amazon refuses to refund.

I REALLY wish I had not found this $20 discount deal. It is definitely not worth the time I'm putting into fixing it.

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02GEEK
Participating Frequently
July 16, 2019

contact customer support

Contact Customer Care

S
sbshutterbugAuthorCorrect answer
Participant
July 16, 2019

Thank you, 02GEEK. I was finally connected to someone supposedly in the accounts department. He said the only way to resolve this is to contact Customer Care after my current subscription expires. I was trying to be proactive so my subscription doesn't lapse but I guess Adobe would rather fix a problem after it occurs.

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