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Purchase not showing... cannot download

New Here ,
Sep 20, 2023 Sep 20, 2023

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Hello, 

 

I purchased premiere pro, but when I go into my creative cloud I can only "try" it. I've tried editing the admin and getting very frustrated. I previously had adobe and have changed all of my sign in information. I've also confirmed purchase in bank account. 

 

PLEASE HELP!

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Community Expert ,
Sep 21, 2023 Sep 21, 2023

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Moved to Download and Install board.

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Community Expert ,
Sep 21, 2023 Sep 21, 2023

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Community Expert ,
Sep 21, 2023 Sep 21, 2023

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New Here ,
Sep 21, 2023 Sep 21, 2023

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Ok. So I figured out its saying my subscription isn't actice, but it shows in my bank account that's i've purchased. What do I do from here? Screenshot 2023-09-21 094834.jpg

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Community Expert ,
Sep 21, 2023 Sep 21, 2023

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if you purchased from directly from adobe (and not an app store), contact adobe support. there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click 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.

twitter:
tweet @AdobeCare

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, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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Community Expert ,
Sep 21, 2023 Sep 21, 2023

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try @John T Smith's first link.  only if that fails, proceed to https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

 

if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

 

below are solutions some users reported:

 

if those all fail, change your cc language. eg, try international english - https://helpx.adobe.com/creative-cloud/kb/creative-cloud-trial-mode.html

 

if that fails, change the install location

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Adobe Employee ,
Sep 22, 2023 Sep 22, 2023

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Hi Trent,

We appreciate you writing in. We checked and found that you have an active Team's license under the .edu email. Is your issue resolved now?

Looking forward to your response.

Regards,

Shivangi

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