Participant

Question

Possible scam when launching Photoshop?

Forum|Forum|6 years ago
December 26, 2019
2 replies
901 views

When I launch Photoshop within a second or two this window pops up indicating that my account is not valid. When I sign-in go to my account everything is fine including my payment method.

Is this a scam? This is not an email, so why would it appear when I launch Photoshop?

Thank you,

GD

Mac

This topic has been closed for replies.

jane-e

Community Expert

Hi GD,

As I understand it, you get this window on launch, but when you sign in, you see your credit card info.

The first thing to check is that you are using the same ID and PW in both places, and that you are not signing out when using Photoshop.
What happens when you launch PS from the Creative Cloud app? Do you still get this pop-up? Does a new icon appear on the Dock (Mac) or Taskbar (Windows) or does the application use the icon that is already there?
If this doesn’t work, you may need to contact Adobe Customer Care:
https://helpx.adobe.com/contact.html
Click the chat icon in the lower right and type "agent".

Jane

N

NeedHelp PSCCAuthor

Participant

To answer your questions.

• All is fine with my account and my payment method.

• My sign-in is working, and I'm not signing out of Photoshop.

• I can launch Photoshop from the CC App just fine and it uses the icon in the Dock as usual.

• The pop-up has not returned after signing-out and then signing-in to both places.

I guess it's a wait-and-see to see if the pop-up returns.

Thanks

GD

jane-e

Community Expert

Hi GD,

It sounds like there was some kind of “disconnect” and there’s a good chance that signing out and signing back in fixed the issue. Report back here to let us know.

~ Jane

Beachcolonist

Inspiring

It doesn't indicate your account is not valid, it says your account info is not on file so next billing cycle may be an issue. My suspicion is that you have some detail missing. It's not smart enough to clearly communicate the issue.

PS I just tried to view my own payment area to compare it, and it's like being lost in a swamp in the dark trying to navigate this poorly built set of web sites. You always have to log in more than once to get anything done here, very weird. It reminds me of English instructions written in China, the Creative Cloud disaster app is the perfect example of poor interface. In other words this is how it is here.

Warren Heaton

Community Expert

The information at adobe.com is vast for sure.

Assuming that you are logged into your Adobe ID at http://adobe.com, click on your account icon in the upper right corner of the web page and choose Adobe Account. This will take you to your account page at account.adobe.com. Use the link for Edit billing and payment to view your current billing information.

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