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My account shows my license but when I open the app page its still in trail mode

New Here ,
Jan 31, 2023 Jan 31, 2023

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Hello, 

Im from Belgium and can't seem to find help, the telephoneline to contact support is not working and live chat is not availble. 

 

I am using the Creative Cloud for years now but my account was changed to a business ID. 

Since then my Creative Cloud is in trail mode every time I log in. I see I have a license in my account but when I click on apps it returns to trail mode. 

I signed out, signed in, added the license to a new user account, checked everything on a fresh computer, always the same problem, apps are in trail mode and I just can exit. 

 

Pls help I already lost a lot of money because of this.

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correct answers 1 Correct answer

New Here , Feb 04, 2023 Feb 04, 2023

Yes, I got a phone number from Adobe and managed to explain what the problem was. After a few days the portal showed the licenses correct. I don't know what they did, but its ok now. Thanks for the support. 

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New Here ,
Jan 31, 2023 Jan 31, 2023

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FYI, all the apps are saying 'request access'

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New Here ,
Jan 31, 2023 Jan 31, 2023

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And when I click on 'request access' I get a 'the app is unavailable'

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Community Expert ,
Jan 31, 2023 Jan 31, 2023

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New Here ,
Jan 31, 2023 Jan 31, 2023

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Steps 1 to 6 dont work. I already tried to install on a fresh computer, on 2 different networks. I checked if the computer could access the sign in servers from Adobe, which it does, all team/enterprise solutions didn't work too.

 

When I log in to my account, I can see that the license is there, but when I click on 'my apps' they say 'request access'. 

When I click on request access, it says 'this app is unavailble'. Even nothing is installed yet on a fresch computer.

 

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Community Expert ,
Jan 31, 2023 Jan 31, 2023

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In such a case probably contact your account administrator and see if you can get help from there. Check the following link for help on how to locate the account adminstrator

https://helpx.adobe.com/enterprise/kb/contact-administrator.html

-Manan

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New Here ,
Jan 31, 2023 Jan 31, 2023

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Thanks for your reply Manan, I am the administrator and contacted the supplier a week ago (they still didn't found a solution and Adobe is unreachable in Europe). Hopefully they can solve it because I'm out of options. 

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Community Expert ,
Jan 31, 2023 Jan 31, 2023

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Hi @JOHAN28185019d4b5,

I have no more ideas to share here. I am trying to see if I can locate someone who could assist you in this. If I hear something I will share it or someone will contact you directly.

-Manan

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Community Expert ,
Jan 31, 2023 Jan 31, 2023

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@JOHAN28185019d4b5 

 

open the support tab on your admin console > start chat or start case or request expert session. https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

 

<moved from download&install>

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New Here ,
Jan 31, 2023 Jan 31, 2023

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Tried it a week ago, I can't open a case or chat session in Europe. 

Schermafbeelding 2023-01-31 140452.png

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New Here ,
Jan 31, 2023 Jan 31, 2023

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and none of these numbers work; Neem telefonisch contact met ons op (adobe.com)

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Community Expert ,
Jan 31, 2023 Jan 31, 2023

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@JOHAN28185019d4b5 

 

are you using your admin console to contact support and NOT going directly to https://helpx.adobe.com/contact.html

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New Here ,
Jan 31, 2023 Jan 31, 2023

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yes kglad, using the chat button in the admin console, for your info, our Adobe DC users don't have a problem, only myself, the one user that has the creative cloud license. Myself can use Adobe DC btw. Only Photoshop, Illustrator etc does say 'request access' or 'try'

 

Schermafbeelding_20230131_143954.png

 

[Moderator deleted private information. Please do not post private information like e-mails and phone numbers]

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Community Expert ,
Jan 31, 2023 Jan 31, 2023

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what if you try a different browser?  does that still show service is unavailable?

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New Here ,
Jan 31, 2023 Jan 31, 2023

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Tried Edge and Chrome, same problem. It says, chat is not possible in dutch, you need to use English, and then 'service unavailable. 

The e-mail has the licence assigned to it. I tried with a new user, same thing. Very weird.

Abambo_0-1675510779440.png

 

[Moderator deleted private information. Please do not post private information like e-mails and phone numbers]

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New Here ,
Jan 31, 2023 Jan 31, 2023

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I tried removing and re-adding the licence once more, still the same problem. 

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Community Expert ,
Jan 31, 2023 Jan 31, 2023

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New Here ,
Jan 31, 2023 Jan 31, 2023

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Hey kglad, thanks for thinking with me. The reseller is notified last week, I called him today to explain the urgency. So my only option is to wait for an answer for now. If I have feedback I let you know. 

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Community Expert ,
Jan 31, 2023 Jan 31, 2023

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yes, please update when you have time.

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Community Expert ,
Feb 03, 2023 Feb 03, 2023

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Hi @JOHAN28185019d4b5,

Did you get help on this or not? I was updated that someone from the concerned team would update the thread, did someone from Adobe contact you?

-Manan

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New Here ,
Feb 04, 2023 Feb 04, 2023

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Yes, I got a phone number from Adobe and managed to explain what the problem was. After a few days the portal showed the licenses correct. I don't know what they did, but its ok now. Thanks for the support. 

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Community Expert ,
Feb 04, 2023 Feb 04, 2023

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thanks for the update.

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Community Expert ,
Feb 04, 2023 Feb 04, 2023

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My location is 200 km away of Brussels, so I'm in the EU and nearby to your location. All screenshots are of today, Saturday, 4 February!

Abambo_1-1675511616023.png

 

 

Abambo_2-1675511645409.png

 

Abambo_4-1675511760771.png

 

Abambo_5-1675511888697.png

 

I would appreciate it if you could confirm, that you can reach support now, that your problem is solved. Both issues could be interconnected.

 

ABAMBO | Hard- and Software Engineer | Photographer

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Community Expert ,
Feb 04, 2023 Feb 04, 2023

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quote

(...) and Adobe is unreachable in Europe (...)


By @JOHAN28185019d4b5

There is nothing more untrue than this. I had, just yesterday, a pleasant conversation with a lady in French because a user claimed, there were no (chat) support for France. Well, there is (this was standard chat!).

Abambo_0-1675510053690.png

I have also contacted, several weeks ago, support via my admin console for a Teams question. Support is available, responsive, and helpful.

 

When the chat does not work for you, you need to change the configuration of your browser, to allow pop-ups and cookies, and to put Adobe on a white list for ad blockers. One user reported that his ad-blocker blocked chat interaction.

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Feb 04, 2023 Feb 04, 2023

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Good it worked for you then. I tried several browsers, imo nothing was blocked. 

The phonenumber I got was not mentioned on the website. The phonenumber indicated on the support page did not work. It was frustrating that I needed to contact Adobe myself to resolve this. I asked the reseller a week ago to contact Adobe and he could not help me. 

 

Anyway, they can use it as feedback that a customer had problems contacting them. Maybe make it more idiot proof then 😛 

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