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DaveKizerian
Participant
June 25, 2015
Answered

Membership expired, but it's not? CC for Teams

  • June 25, 2015
  • 6 replies
  • 31202 views

Hi,

When trying to start and cs6 or CC version of adobe software, I am being told  the following:

Membership Expired
You no longer have access to Creative Cloud. Please contact your administrator to renew your membership and continue using Creative Cloud

I've talked to my admin, and looked at the team management console, and I have a valid license that doesn't expire for 10-11 months.

I've searched here, and tried the following already:

  • Logging out and back in
  • restarting computer
  • deleting the opm.db
  • deactivated my account in CC for teams console, and reactivated it.

I need help getting this solved... 

Thanks

This topic has been closed for replies.
Correct answer DaveKizerian

Not sure what support had to do, as the NEVER called or emailed me as two different associates had promised to...

I tried a few days after post #3, and it started working again.  This was just under 3 weeks without any adobe CC software.

Good luck to anyone that has this happen, wish I could share what had to be fixed, but Adobe support refuses to keep their promises and email or call when item is fixed.

Best I can deduce is this happened

"You have been assigned a new license but the old one is not yet removed for that i need to raise a request to the dedicated team"


"Alright I will forward the request to the concerned team to Release your Email address from the cancelled subscription
the thing is the subscription was renewed and your Admin has Reassigned the license to you before removing it from old account
I will try to remove the cancelled subscription from the account"

6 replies

L
lauraroa12
Participant
August 30, 2016

Oh no! I have the same problem since last thursday and Adobe's online support people is not helping

Last week an associate told me he would ask to the concerned team to check my case, and closed my first incident. I haven't received any news about my case from thursday to date and this morning I entered support chat again, after waiting for 15 minutes for an associate to be available, she asked me to wait for a moment while she checked the data of my account, after 40 more minutes the chat was ended by her. More than 1 hour waiting for nothing.

I really feel frustrated D=

D
DaveKizerianAuthorCorrect answer
Participant
July 29, 2015

Not sure what support had to do, as the NEVER called or emailed me as two different associates had promised to...

I tried a few days after post #3, and it started working again.  This was just under 3 weeks without any adobe CC software.

Good luck to anyone that has this happen, wish I could share what had to be fixed, but Adobe support refuses to keep their promises and email or call when item is fixed.

Best I can deduce is this happened

"You have been assigned a new license but the old one is not yet removed for that i need to raise a request to the dedicated team"


"Alright I will forward the request to the concerned team to Release your Email address from the cancelled subscription
the thing is the subscription was renewed and your Admin has Reassigned the license to you before removing it from old account
I will try to remove the cancelled subscription from the account"

Pattie-F
Pattie-F
Legend
July 29, 2015

moved from Adobe Creative Cloud to Deployment for Creative Cloud Team, Enterprise, & CS

D
DaveKizerianAuthor
Participant
July 2, 2015

I did a live chat 6/25 to try to resolve this, was told

--------------------

Manu Bhandari: Alright I will forward the request to the concerned team to Release your Email address from the cancelled subscription
Manu Bhandari: the thing is the subscription was renewed and your Admin has Reassigned the license to you before removing it from old account
Manu Bhandari: I will try to remove the cancelled subscription from the account
Manu Bhandari: it will take 24-48 business hours
Manu Bhandari: Once its done, I will contact you back .
Dave Kizerian: OK, thank you. so by end of day monday?
Manu Bhandari: yes..i will contact you back in 24-48 business hours ..
--------------------

Haven't heard a single thing back from Manu...  5 working days, 7 days total, after I was told 24-48 business hours...


on 6/30 I contacted live chat again, and was told the following

-----------------------------------

Rakesh: Dave, I can see that You have been assigned a new license but the old one is not yet removed for that i need to raise a request to the dedicated team .
Dave Kizerian: can that be done right now while I'm on chat? I've been unable to do pretty much 90% of my job since the morning of 6/25
Rakesh: Dave it may take 24 hours to resolve this 
Dave Kizerian: another 24 hours? after what is now over 72 business hours?
Dave Kizerian: is there a way to escalate this?
Dave Kizerian: Is this escalating to the same group that was supposed to make this work 24-48 hours after my 6/25 contact?
Rakesh: Dave I can understand that but try to understand it may take 24 hours as this the max time
Dave Kizerian: so nothing else can be done but wait...
Rakesh: But I will try to make it as soon as possible
Dave Kizerian: how will I know when it's completed?
Rakesh: I will inform you by mailing you when it will be completed 
Dave Kizerian: I hope so, still haven't received anything from last contact
Rakesh: Do not worry about it Dave , I will inform you about each and every details 
Dave Kizerian: thank you, I look forward to hearing from you tomorrow.
Rakesh: I will try to make it today

---------------------------------------

Surprise surprise, still haven't heard anything back from Adobe on this issue. 


I've now been without ANY adobe products for a full work week.

Glad to see that Adobe support is so good at overpromising and underdelivering...




    D
    Dan Eveland
    Participant
    July 26, 2015

    I am in the same boat. Waiting for an answer.

    Rajashree Bhattacharya
    Rajashree Bhattacharya
    Legend
    June 26, 2015

    Just an addition to what Pattie has correctly mentioned, you can contact Adobe Team support directly by using :https://helpx.adobe.com/contact/creative-cloud-teams.html

    Regards

    Rajashree

    Pattie-F
    Pattie-F
    Legend
    June 25, 2015

    Hi Dave,

    Please refer to the link below to reach the support through call/chat:

    Contact Customer Care. 

    Please be sure that you are logged into your Adobe account and then access the link.

    Pattie

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