🚨 I can‘t access Illustrator on my IPad Pro

[syybille]

People, I have a problem: 

Imagine you are planning your wedding and creating the visual briefs for all you suppliers with Illustrator on your iPad. And then one day when you want to send those briefs out, you cannot access Illustrator. And your files.

Like I sign in, it thinks about it and sends me back to the "Your trial is over- please get a subscription" page. I clicked "Purchse", I clicked "restore purchse", I turned the iPad off and on again. The only acknoledgement I get is a "You have purchased a subscription already". 

How do I get out of this viscous circle, back into Illustrator?

Help

[Monika Gause]

Can you access the files with a desktop computer in assets.adobe.com?

[syybille]

Thanks for the quick reply! Love the idea... but I don''t have a desktop computer. 

I tried downloading the files from the cloud to my iPad. I can see little thumbnails and click on the three dots to download it. But then the download fails. 

I also would really like to access illustrator as I still have to design the menu's.

[Anubhav M]

Hello @syybille,

Would you mind updating the OS and the Illustrator app to the latest version and checking if it helps?

(https://adobe.ly/4k9xRDk), (https://adobe.ly/4m34sMG)

Also, kindly check if all of your work is synced online (https://adobe.ly/4jHhcXV). If yes, try deleting Illustrator, restarting your device, and then reinstalling the app to check if it helps.

Looking forward to hearing from you.
Anubhav

[syybille]

Hi @Anubhav M ,

Thank you for the reply! 

I tried both things you suggested with the same result.

First it's loading the subscription details, then it shows me the sign up page. 

In the meantime I have realized the following: I'm signing up with my gmail account. But I also had a subscription a few years back that was signed in with my apple account- which has a different email address. 

Could this be a problem?

[Abhishek Rao]

Hi @syybille,

Thanks for the update! It seems like the issue might be related to the different email addresses associated with your subscriptions. If you're using a Gmail account now but had an earlier subscription linked to your Apple account, it could be causing a conflict.

To resolve this, I recommend checking if you can access Illustrator using the email linked to your previous Apple account. You might also want to try signing out and back in using the email associated with your active subscription.

Please let me know how it goes and if the issue persists.

Looking forward to your update!

Abhishek