Mon abonnement supprimé sans demande – plus d’accès à mes logiciels

[Graphiste_Adalia1180]

Bonjour,

Mon abonnement a été supprimé sans que je ne fasse la moindre demande. Je n’ai plus accès à aucun logiciel et cela m’empêche complètement de travailler.

Je ne trouve aucun moyen de contacter Adobe directement, je tombe systématiquement sur le bot IA et je n’arrive pas à obtenir de l’aide humaine.

Que puis-je faire dans cette situation ? Y a-t-il un moyen concret pour être mis en relation avec un conseiller Adobe afin de réactiver mon abonnement ou au moins comprendre ce qu’il s’est passé ?

Merci d’avance pour votre aide,

[Graphiste_Adalia1180]

Bonjour, réponse au mail d'adobe : 

Vous m'indiquez que je 'nai plus d'adonnement, 

Cependant il y a un bouton vert ici, qui me dit que j'ai encore un abonnement il me semble ? 

Your users' requests for Tout Creative Cloud could not be fulfilled

Hi Graphiste, We wanted to let you know that some of your users’ requests for Tout Creative Cloud have not been automatically fulfilled by an established automatic assignment rule because there are currently no licenses available from your organization. To resolve this issue, you can either purchase more licenses of this product through an existing contract via your Adobe Admin Console or contact your Adobe Sales representative or reseller for assistance.  Users who have been approved for automated access will be provisioned a license automatically once more have been made available with no additional action required by the user or administrators. You can view a list of pending users awaiting access by going to Products > choose the product in question > No Access list.

[Anshul_Nautiyal]

Hi @Graphiste_Adalia1180,

Thanks for reaching out. Upon checking, I can confirm that the Adobe ID used for this query is associated with an active Teams contract. Please note that all licenses under this contract are currently assigned and in use. Could you try accessing the license and let us know if you encounter any issues?

Regards,

^AN

[Graphiste_Adalia1180]

Hello,

I confirm that I am signed in with the correct Adobe ID, but it still does not work. I keep receiving this error message: “Cette application est actuellement indisponible – Réessayez plus tard ou contactez votre administrateur informatique pour obtenir de l’aide.”

Could you please check again on your side? At the moment I still cannot access any of the apps.

Thank you,

[Anshul_Nautiyal]

Hi @Graphiste_Adalia1180,

Thank you for confirming. Please make sure you are signing in with the correct profile (Work or School account) when prompted, as choosing the wrong profile may cause access issues.

If the issue continues, I recommend reassigning the license to your account through the Admin console. Please try this and let us know if the problem persists.

Regards,
^AN

[Graphiste_Adalia1180]

I can confirm that we have tried with all three email addresses linked to our licenses, and the issue persists on each of them.

Thank you,

---

[Anshul_Nautiyal]

Hi @Graphiste_Adalia1180,

Thank you for the update. As checked, I can see that you have 6 licenses, of which 3 are currently in use. 

Could you please confirm if you have tried reassigning the license? If not, please try removing a license and reassigning it to the users, then let us know whether the issue still persists.

You can refer to this document for guidance on unassigning and reassigning licenses: https://adobe.ly/4pvuoCt

Please try this and confirm whether the issue continues.

Regards,

^AN

[Graphiste_Adalia1180]

Hi,

I think it's good now. I Speak with someone from Adobe. We didn't received the invoice, so we didn't paid it. It's now ok. I think it's the reason why we have 6 account, i will check with him. Thanks. 

[Anshul_Nautiyal]

Hi @Graphiste_Adalia1180,

Thank you for the update. I’m glad to hear that the issue seems to be resolved. Let us know if you need further assistance.

Regards,

^AN