I bought but i can not work

[Maja27738281joqg]

Dear Support. 

18 December i bought adobe education package for my daughter. When I log in to Adobe Cloud Desktop i can not work with adobe photoshop.  Adobe cloud tell me that i must buy it. I checked that amount money has been taken from my credit card. Please check it. The account is email removed-kglad>

Thank you. 

[kglad]

start here - https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

if that fails, proceed to these steps - 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

p.s. these are public (user-to-user) forums.  don't post personal info here.

<moved from enterprise&teams>

[Maja27738281joqg]

Thank you, but i still can not work in photoshop. I saw that is something wrong with account as if there were two accounts for <Removed by Moderator>. 

I bought from this what i write, but on Adobe Cloud looks like be different.  Please help me i need do some homework to school. In attachment i link account what should be. 

How it is possible that web sometimes log me in different account. The same password and the same login. (look on user avatar)

Best regards 

[Jeffrey_A_Wright]

Maja, if you are trying to complete work for school, then make sure you are logging in under the correct account. Please see https://helpx.adobe.com/enterprise/kb/enterprise-id-faq.html for information on how to sign in under the account provided by your school.

If you subscribed to a separate individual plan in error, then please make sure to complete the steps listed in https://helpx.adobe.com/manage-account/using/cancel-subscription.html soon to cancel the membership without penalty. You may want to complete this step after successfully logging into the account provided and managed by your school. The individual membership is very close to occurring a penalty if it is not canceled soon.

[Maja27738281joqg]

You want to tell me that i didn't have to bought student licence? I will try reat what you sent and try. 

[Jeffrey_A_Wright]

I can't tell if your school has provided you with a membership or not. I do know they have claimed the e-mail address you are using to post to this public discussion forum, Maja.

If you have work to complete for school, then it is likely it needs to be done under the account they provided, Maja. 

For your next steps, I would encourage you to contact your school's Creative Cloud plan administrator for assistance. If the computer or network is also managed by the school, then you may be blocked from using an individual membership successfully.

[Maja27738281joqg]

When Do I unsubsribe licence than I will back money ?

[kglad]

if you have duplicate subscriptions adobe usually offers a refund.

if you have an individual subscription that you want to cancel, contact adobe support.  there are 3 ways to contact adobe; chat, phone 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.

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

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...

[Maja27738281joqg]

i do not know what to do.  Maybe i should buy again from school account and unscribe licence from second account?

[Abambo]

i do not know what to do.  Maybe i should buy again from school account and unscribe licence from second account?

By @Maja27738281joqg

This depends. If the school provides a licence, you should effectively cancel. If not, your daughter can continue with this ID and plan.

Check at https://account.adobe.com/plans to see what plan you have.

Just as a reminder: you have posted in the Enterprise and Teams forum, which handles normally different problems. If your licence is not one of the two, someone will move this thread to the correct forum for you.