Unable to open adobe illustrator on iPad

[The26748731k4tt]

Hi everyone I've been not been able to get into adobe illustrator on my iPad now for over a week and it's becoming very frustrating as I use it for work. When I open the app it says fetching subscription details and then once loaded opens a new screen which I can't progress from. Does anyone know how I can fix thos ASAP please? This is the screen below:

[Monika Gause]

Are you logged into the correct account in the Creative Cloud app?

Is the Creative Cloud app updated?

[defaultuyu9ijwyz94i]

This has been happening to me this past week! Have you found a way to logg into your account? Fresco and Photoshop works not Illustrator!?!

[Guest]

SAME HERE, HAVE YOU ALREADY FOUND OUT?

[B276101606193]

Did you figure out the issue??

[Anshul_Saini · Accepted solution]

Hi @The26748731k4tt @Deleted User @defaultuyu9ijwyz94i,

Sorry for the delayed response. I was unable to find any subscription or any purchase/ refund activity under the email with which you have logged on to the community.

Please check you are login in with the correct email ID & method. If you purchased the app from the App store, try logging in with the Apple ID option when signing in.

Note: If you purchase Ai on the iPad from the App Store, then it is managed through your Apple App Store account.

For more information, see Apple's documentation for:

View, change, or cancel your subscriptions
Request a refund for an App Store or iTunes Store purchase

Please feel free to reach out if you need any further assistance. We'd be happy to help.

Thanks,
Anshul Saini

[Weiyan26304200tv9r]

I had the Same issue and I am Sure I login to the right account because creative cloud and photoshop are still working. Just not illustrator. Have anyone find how to solve this yet?

[Monika Gause]

Is iOS updated to the latest version?

[Weiyan26304200tv9r · Accepted solution]

the problem was solved after I updated the IOS system. Thankyou!

[Anshul_Saini]

Hi @Weiyan26304200tv9r,

Thanks for reaching out. I checked you have an active subscription under a Gmail account. Would you mind confirming if you are using "Continue with google" while signing in to the Illustrator app or another login method like "Continue with Adobe ID/ Facebook/ Apple"? Also, would you mind confirming if you have tried reinstalling the app and, as Monika asked, if you are using the latest iPadOS version or not?

We are here to help. We just need more info.

Thanks,

Anshul Saini