Photoshop free trial not visible in plans

[Betheny34372714dpmm]

My account is a school account and I used to have Creative Cloud access, but once I graduated, my subscription was ended. Today I needed to view a file on Photoshop, so I opened the app and got a pop-up for a free trial, I clicked it - thinking it was easier in the moment to start and then cancelled the trial than to set up a new account and trial/subscription. My problem is that when I go to my Adobe account and look under plans, the only plan there is my university's plan (Adobe for Enterprise) - there isn't a Photoshop trial visible at all. So now I'm not sure how to cancel the trial and I'm trying to avoid having to send an awkward email to my university about my blunder. Any ideas how to fix this?

[kglad]

see if you can cancel that plan:

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact your plan administrator, https://helpx.adobe.com/in/enterprise/kb/contact-administrator.html

[Betheny34372714dpmm]

I messaged with an agent on the live chat, the agent said that there is no active trial plan attached to my account and that I wouldn't be charged for a trial plan on my account. However, photoshop still works on my PC and the application shows '7 trial days left'?

 
My administrator doesn't have have notes set up, so - embarrassingly - I guess I'm going to have to email the university about it and see if a trial is visible in the organisation's plan or not.

[Abambo]

Check under which account you are signed in. You may be signed into a different account than you think. Click the avatar on the upper right.

BTW: I doubt that with an Enterprise account you can take a free trial. You can take the free trial with the personal part of that account, however.

[Betheny34372714dpmm]

Definitely my school account - clicking the avatar takes me to the account page, which shows my school email address and the university's plan only.

.

[Betheny34372714dpmm]

If I've managed to take the free trial as a personal part would the trial show up somewhere else? When I was on chat with the agent, they said I wouldn't be able to sign up for a free trial without giving payment details but I didn't give any, that's why I was worried about the uni getting billed

[kglad]

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

[Abambo]

When I was on chat with the agent, they said I wouldn't be able to sign up for a free trial without giving payment details but I didn't give any, that's why I was worried about the uni getting billed

By @Betheny34372714dpmm

That's impossible. At least not without their consent.

[Abambo]

I assume, you still have access to that e-mail address? If not, it gets difficult for checking the next steps.

Sign out and sign in again or on a different browser sign in to your account. Choose the personal space, instead of the company space. Check at https://account.adobe.com/plans your plans. 

[Betheny34372714dpmm]

Thank you for the help. I do still have access to the email address. I'm struggle with how I pick personal space vs. Company - when I log into the account, I put in the email address and then my university's sign in page pops up, I give email and password and then it takes me to the account page in my previous screenshot. I'm not seeing where I would change the space?

[Abambo]

Hm, you should get a screen as described here. https://helpx.adobe.com/enterprise/kb/enterprise-id-faq.html

Did you use a different browser? A browser that you do not use normally? If not, you may need to clear the cookies and browser cache.

[kglad]

you need to remove your school license to use another sign-in

https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

[Betheny34372714dpmm]

I tried on a browser that I never use for anything and it's the same uni pop up for password to sign in. I don't get the profile chooser screen after inputting my password, just goes straight to account. I also don't have the option of Account and security > Sign-in and security for changing the default profile. I just have Account and Data and privacy settings.

I've only ever had this Adobe account, it was made my the uni, with my uni email address. Silly question but removing the school license won't affect the account negatively, will it? I'm not the most tech savvy (clearly 😅).

[kglad]

you should be signing in to your cc desktop app.  ie, sign out and then sign back in.

[Betheny34372714dpmm]

The desktop app won't let me sign out? The option isn't clickable.

[kglad]

do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

[Betheny34372714dpmm]

Okay, I'll do that now, thanks for the links!

[kglad]

follow carefully and meticulously.

keep us updated.

[Betheny34372714dpmm]

An update: took longer than I thought it would, but this is where I am at now - I can sign in and out of CC, however I still can't get round the uni pop-up for password so I think switching profiles just isn't an option for this account. CC is now showing the trial but it's still not in my plans.

 
Tomorrow I'm going to finish what I need to get done on photoshop, then bite the bulllet and email the uni to inform them about my blunder. After that's sorted, I'm going to remove/stop using this account and make my own account with a personal email + get my own subscription to CC. Thanks everyone for the guidance and info!

[kglad]

if you want to remove your credentials from your computer, https://helpx.adobe.com/in/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

[Abambo]

I would guess that your password is the password you use to access university related resources. In that case, I would further guess, that the university created a single sign in account. I have no idea how that plays together with the different user spaces. 

Are you at home (your own network) or at the university (using university resources)?

[Betheny34372714dpmm]

Yep, this email and password accesses all the uni resources. I am at home, on my personal PC.

[John T Smith]

1st, as already stated be sure you sign in with your personal account, not your school account

2nd, you MAY need to remove all traces of your school account and start fresh with your personal account

https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html to remove programs

[Shivangi_Gupta]

Hi Betheny,

Thanks for contacting us. You'll need to get in touch with your subscription's admin for the account related issues. Since you have an active enterprise subscription, I'm moving this discussion to the Enterprise and Teams support community for further support.

Regards,

Shivangi

[Betheny34372714dpmm]

A little update: I contacted the university's IT service desk yesterday explaining what's happened. I got back a bit of a copy+paste response saying that as a graduate I wouldn't have access to Adobe off campus, they advised me to make a new account and that if I needed further assistance to contact Adobe support. So I guess I'll just wait and see what happens when the trial days run out? Either way, I'm fairly certain I won't personally be billed for it as I've never given any payment info on that account 🤷‍:female_sign: