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Cannot sign in to paid account

New Here ,
Feb 20, 2020

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I cannot get past a free account with an old password.

When I sign in, I use my email address and a password with 10 characters. 

However I get taken immediately to an account that only shows free Creative Cloud, with all the apps as trials.

clicking on the profile shows me a password with only 8 characters, which I think is a previous password.

I can't even get in to cancel my paid subscription and sign up to a new one!

How can I get past this?

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Creative Cloud

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Cannot sign in to paid account

New Here ,
Feb 20, 2020

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I cannot get past a free account with an old password.

When I sign in, I use my email address and a password with 10 characters. 

However I get taken immediately to an account that only shows free Creative Cloud, with all the apps as trials.

clicking on the profile shows me a password with only 8 characters, which I think is a previous password.

I can't even get in to cancel my paid subscription and sign up to a new one!

How can I get past this?

TOPICS
Creative Cloud

Views

66

Likes

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Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Feb 20, 2020 0
Most Valuable Participant ,
Feb 20, 2020

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Clicking on the profile shouldn't show you any kind of password. Are you assuming that the number of blobs is the password length (a security weakness if so). If it logs in, then you are looking at your own account and there is no subscription. However... is this registered to an email address either inside a company, or part of an educational institute? If so there can be real difficulties to manage both personal and business/educational accounts, don't use same email for both.

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Feb 20, 2020 0
LinSims LATEST
Adobe Community Professional ,
Feb 20, 2020

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This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

Click the following to contact Adobe customer support staff for help: 

https://helpx.adobe.com/contact/support.html

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work.

This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.

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Feb 20, 2020 0