my student plan does't include what i was promised

Community Beginner ,
Jan 09, 2020 Jan 09, 2020

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on the website, the plan says it includes all applications, but for some reason, I'm only getting these few applications that I don't even use. the payment has gone through, only for me to realize this is a scam. is there a way for me to get the applications I was promised like photoshop and premiere pro? if not I want it canceled and my money refunded. 

I can't contact any support or help, I called a number that wasn't even working, I just want to be able to reach the support team to solve this or do something about it. 

 

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correct answers 2 Correct Answers

Most Valuable Participant , Jan 09, 2020 Jan 09, 2020
According to the sheet, you have your plan through your University, who decide what you can and can't run. Check if that's the same email you used to buy the other plan. Warning: if you bought the plan on a PC where someone else was signed on, you gave the plan as a gift to the other person! If you definitely used the same email to pay for the plan, talk to your University, as they manage this account. Adobe can't help you, nor can we.

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Adobe Employee , Jan 09, 2020 Jan 09, 2020
Hi there,   Apologies for the confusion. You are subscribed to Creative Cloud Enterprise through your school/college. Please contact the administrator to add or modify access to the other applications.   ^Ani

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Most Valuable Participant ,
Jan 09, 2020 Jan 09, 2020

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According to the sheet, you have your plan through your University, who decide what you can and can't run. Check if that's the same email you used to buy the other plan. Warning: if you bought the plan on a PC where someone else was signed on, you gave the plan as a gift to the other person! If you definitely used the same email to pay for the plan, talk to your University, as they manage this account. Adobe can't help you, nor can we.

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Guest
Jan 09, 2020 Jan 09, 2020

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Hi

In your taskbar it looks like you have Photoshop opened, when did you sign up for the plan

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Community Beginner ,
Jan 09, 2020 Jan 09, 2020

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so far this is just the free trial

 

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Adobe Employee ,
Jan 09, 2020 Jan 09, 2020

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Hi there,

 

Apologies for the confusion. You are subscribed to Creative Cloud Enterprise through your school/college. Please contact the administrator to add or modify access to the other applications.

 

^Ani

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Community Beginner ,
Jan 09, 2020 Jan 09, 2020

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hi i have the same problem as her and i contacted my uni and they said to me that they cannot do anything and that i had to contact adobe and of course I cannot find any number or a way to contact adobe personally. can you give further advice please

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Adobe Community Professional ,
Jan 09, 2020 Jan 09, 2020

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No, "they" are wrong. As an admin of a teams contract (the step below the Enterprise contract), I know that "they" are wrong. The Enterprise admin needs to take all actions as you were told by Test_Screen_Name and by Ani_Adobe (an Adobe employee). If "they" don't know how to do what "they" are supposed to do, "they" need to contact support. That is the way Teams and Enterprise contracts work. In no case can you personally contact Adobe for help. And anyway, Adobe cannot help, as the application is managed by the Enterprise administrators.

 

It's a similar situation to a rented car, where you ask the manufacturer of that car to change or repair the car.

 

 

Regards, Abambo
Hard- and Software Engineer and Photographer.

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Community Beginner ,
Jan 09, 2020 Jan 09, 2020

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I did, they said they can't help. how can i cancel the subscription?

 

 

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Adobe Community Professional ,
Jan 09, 2020 Jan 09, 2020

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No, "they" are wrong. As an admin of a teams contract (the step below the Enterprise contract), I know that "they" are wrong. The Enterprise admin needs to take all actions as you were told by Test_Screen_Name and by Ani_Adobe (an Adobe employee). If "they" don't know how to do what "they" are supposed to do, "they" need to contact support. That is the way Teams and Enterprise contracts work. In no case can you personally contact Adobe for help. And anyway, Adobe cannot help, as the application is managed by the Enterprise administrators.

 

It's a similar situation to a rented car, where you ask the manufacturer of that car to change or repair the car.

Regards, Abambo
Hard- and Software Engineer and Photographer.

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Community Beginner ,
Jan 09, 2020 Jan 09, 2020

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I have exactly the same issue

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Community Beginner ,
Jan 09, 2020 Jan 09, 2020

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I tried contacting the university as well, they said they cant help. I'm trying to cancel the subscription as I can't change the apps included in the subscription and the apps available are useless. I can't find any "cancel subscription" option. how do fix this? I want to do it before the end of the 14 days so i can get a refund because i'm not using any of the apps available.

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Most Valuable Participant ,
Jan 09, 2020 Jan 09, 2020

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Contact Adobe, but they may just send you back to the Uni. However if you have an invoice number, it may help. 

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Community Beginner ,
Jan 09, 2020 Jan 09, 2020

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how do you contact adobe ?

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Adobe Community Professional ,
Jan 09, 2020 Jan 09, 2020

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Adobe Community Professional ,
Jan 09, 2020 Jan 09, 2020

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No, "they" (the university) are wrong. As an admin of a teams contract (the step below the Enterprise contract), I know that "they" are wrong. The Enterprise admin needs to take all actions as you were told by Test_Screen_Name and by Ani_Adobe (an Adobe employee). If "they" don't know how to do what "they" are supposed to do, "they" need to contact support. That is the way Teams and Enterprise contracts work. In no case can you personally contact Adobe for help. And anyway, Adobe cannot help, as the application is managed by the Enterprise administrators.

 

It's a similar situation to a rented car, where you ask the manufacturer of that car to change or repair the car.

Regards, Abambo
Hard- and Software Engineer and Photographer.

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New Here ,
Jan 24, 2020 Jan 24, 2020

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How do I know/how can I see who the admin is?

 

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Adobe Community Professional ,
Jan 24, 2020 Jan 24, 2020

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"How do I know/how can I see who the admin is?"

 

Who pays for the subscription -- you or your school/employer?

If subscription is paid by school/employer, contact their IT dept.

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Jan 24, 2020 Jan 24, 2020

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I paid for it

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Adobe Community Professional ,
Jan 24, 2020 Jan 24, 2020

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If  you pay for it, you have an individual account, not Enterprise or Teams plan. 

 

Your computer user profile must have administrative level permissions to install software.

Log-in to your paid Adobe account, download and install the Creative Cloud desktop app. See links below.

https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

Download Page  - https://www.adobe.com/creativecloud/desktop-app.html#

 

Use the CC Desktop App to manage all your Creative Cloud apps and services.

 

 

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Jan 24, 2020 Jan 24, 2020

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I have already done that but not all of the apps that I was told came with the student version are available to me.

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Adobe Community Professional ,
Jan 24, 2020 Jan 24, 2020

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PART 1

Are you sure your subscription is active, payment details are current and student enrollment is verified?

Sign-in to your paid account below.

https://account.adfobe.com/plans

 

PART 2

Did you confirm that your computer meets or exceeds the minimum system requirements to run CC Desktop App + the other 31+ apps & services?   If your computer doesn't meet the requirements, you won't be given the option to install those titles.

https://helpx.adobe.com/creative-cloud/system-requirements.html

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Jan 24, 2020 Jan 24, 2020

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Yes, I have a mac book pro (newest version) and I was able to install a few programs (light room, photoshop, and i think about four others) but I wasn't able to install illustrator which I need for one of my classes.

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Most Valuable Participant ,
Jan 25, 2020 Jan 25, 2020

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What is your SPECIFIC version of macOS? Please don't say "latest", please look it up (Apple menu > About this Mac).

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New Here ,
Jan 25, 2020 Jan 25, 2020

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Screen Shot 2020-01-25 at 1.02.14 PM.png

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Adobe Community Professional ,
Jan 25, 2020 Jan 25, 2020

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What if any error messages do you see when you try to install Illustrator?

 

Illustrator System Requirements. 

You need mac OS High Sierra or higher

https://helpx.adobe.com/illustrator/system-requirements.html

Pay close attention to HD, RAM and VRAM.  The more memory you have, the better. 

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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