After effects keeps showing "trial period expired"

[pepegomez_animation]

Good morning,

I´ve had a licensed version of After effects for a few months now. A couple of weeks ago, for no apparent reason, it started showing a "Trial period expired" message. After checking that my subscription and the payments are in order, I contacted with the customer services chat. I was attended by a man called Krishan Kohli, who very kindly spent 3 hours with me trying to fix the problem, without any success. After running out of options, he said he would "escalate the case to the case to the concerned department".

The next day he sent me this link, assuring it would solve my problem:

https://adobe--c.na20.visual.force.com/apex/Km_ArticleDetail?uri=creative-cloud/kb/cc-reverts-to-tri...

The link, however, opens a page that asks for "Corporate autentification" which I don´t have. When I mentioned this to Krishan, he sent me another link:

https://helpx.adobe.com/creative-cloud/kb/cc-reverts-to-trial.html

This one offer different ways to solve the problem, all of them we already tried, none of them worked. After letting him know, he once again said he would "escalate the case to the case to the concerned department", and I haven´t received any answer ever since.

I tried calling on the phone a few times, but after keeping me waiting for 15 or 20 minutes I gave up. It´s been two weeks, I´m running out of options, my problem hasn´t been solved and I still can´t use the software I paid for. My main problem is that I need it for work, so if I don´t fix it soon it´s going to become a real issue.

So please, any help will be welcome,

Thank you very much,

Pepe Gomez

[Ned Murphy]

Contact support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...

Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.

Creative Cloud support (all Creative Cloud customer service issues)

https://helpx.adobe.com/contact.html?step=CCSN_membership-account-payment_change-or-upgrade-your-mem...

[Jeffrey_A_Wright]

Pepe I am very sorry that you have been facing difficulty utilizing your Creative Cloud membership.  You mentioned you worked with a member of our support team do you have a case number that I can reference?

[pepegomez_animation]

Hi Jeff thanks for the quick response,

The case number is 0188918867.  The member of your support team who attend me was really nice and did his best to help, but unfortunately I still can´t use After Effects

[Jeffrey_A_Wright]

Pepe according to the case history a phone call was placed to you and a voicemail left on 5/18/17.  Did you not receive the voicemail?

I do see your case update on 5/22/17.  If there is another phone number, you would be preferred to be called at, then please make sure to update the case with the updated contact information.

[pepegomez_animation]

Hi Jeff,

I see the missed call, I must have been at work. No voice mail tho. Would it be possible to get them to call me again tomorrow at some point?

Thank you very much for the help

[Jeffrey_A_Wright]

Pepe you are welcome to update your case directly.  I would recommend making your recommendations on your preferred time, time zone, and call back number, as your case is still open.  I would recommend giving a selection of times or a range when you will be available.

[pepegomez_animation]

Will do. Thank you very much for your help

[pepegomez_animation]

Hi Jeff, sorry for bothering you again, I tried to update the case 0188918867.once again but they don´t seem to be responding, is there anything else I could do?

[Jeffrey_A_Wright]

My apologies for the continued inconvenience Pepe.  I have submitted a request for you to be contacted.  Please update this discussion if you continue to receive no response.  I would expect you to receive a phone call within the next two to 3 business days at the latest.

[Jeffrey_A_Wright]

Pepe I wanted to check back.  Have you been contacted regarding case 0188918867?

[pepegomez_animation]

Thanks for keeping in touch. No, I´m afraid I haven´t been contacted so far

[pepegomez_animation]

Hi again, just wanted to let you know that I finally got to contact someone and the problem has been fixed, thank you very much for pointing me in the right direction

[Jeffrey_A_Wright]

Wonderful thank you for the update Pepe!