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Purchased discounted software through my university, now my key no longer covers certain apps

New Here ,
Aug 31, 2020

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Hi all,

I purchased my Creative Cloud through my university for a discount this year on January 31st. I installed it within a week and was using photoshop, illustrator, and other apps successfully up until this past week. I believe the last time I had opened any of the apps before this past week was maybe the end of June/ beginning of July. Unbeknownst to me, my school has ended its individual purchase options within that time period (specifically February 19th). My school has stated that any keys purchased and activated prior to February 19th will work for one full subscription year. 

 

Now my Creative Cloud subscription is claiming I have no access to photoshop or illustrator at all and I must purchase them separately. It says my only available apps are Rush, XD, Fresco, and Bridge. How has my subscription changed within the one year period? I have not been refunded any amount nor was I notified of this change from Adobe. Is there any way to remedy this? I don't need any of the apps in this current subscription, so it's really just been a waste of my money. All I needed was illustrator, photoshop, and eventually inDesign. I'm a bit annoyed, honestly. Thanks in advance for any help.

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Activation, Creative Cloud, Installation

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Purchased discounted software through my university, now my key no longer covers certain apps

New Here ,
Aug 31, 2020

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Hi all,

I purchased my Creative Cloud through my university for a discount this year on January 31st. I installed it within a week and was using photoshop, illustrator, and other apps successfully up until this past week. I believe the last time I had opened any of the apps before this past week was maybe the end of June/ beginning of July. Unbeknownst to me, my school has ended its individual purchase options within that time period (specifically February 19th). My school has stated that any keys purchased and activated prior to February 19th will work for one full subscription year. 

 

Now my Creative Cloud subscription is claiming I have no access to photoshop or illustrator at all and I must purchase them separately. It says my only available apps are Rush, XD, Fresco, and Bridge. How has my subscription changed within the one year period? I have not been refunded any amount nor was I notified of this change from Adobe. Is there any way to remedy this? I don't need any of the apps in this current subscription, so it's really just been a waste of my money. All I needed was illustrator, photoshop, and eventually inDesign. I'm a bit annoyed, honestly. Thanks in advance for any help.

Topics

Activation, Creative Cloud, Installation

Views

27

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Most Valuable Participant ,
Aug 31, 2020

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Revert to trial https://helpx.adobe.com/manage-account-membership/cc-reverts-to-trial.html may help
-and troubleshooting FAQ https://community.adobe.com/t5/Get-Started/Troubleshooting-FAQ-What-should-I-do-if-I-have-a-membersh...
-and https://helpx.adobe.com/creative-cloud/kb/cloud-website-shows-trial-purchase.html
This part copied from Nancy_OShea
1. Open CC Desktop App.
2. Click the gear icon > General tab > Settings. Select "Always keep Creative Cloud up to date."
3. Click on your Avatar (top right image).
4. Sign-out of Creative Cloud.
5. Close all apps.
6. Restart your computer.
7. Open CC Desktop app.
8. Click your Avatar.
9. Sign-in with your paid ID and password.

 

If the above doesn't work, I'm not sure if you need to contact your school, or support

This is a public forum, you need the link to Adobe support, not other users
Be sure to remain signed in with your Adobe ID before accessing the link below
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact/support.html for chat or https://helpx.adobe.com/contact/phone.html
-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long

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Adobe Community Professional ,
Aug 31, 2020

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This is nothing unusual.  Your PAID log-in must have timed out.  Log back in with your PAID id and password.

 

See FREE plan benefits below.

image.png

 

Nancy O'Shea, ACP
Alt-Web.com

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