Inspiring

Answered

I can’t log in to PS Express on my iPhone or iPad or any iOS device

Forum|Forum|2 years ago
October 25, 2023
11 replies
8438 views

I've spent over 2 hours with Adobe support on this issue, and nobody there could help me with this.

I can't log into PS Express on any iOS device why my Adobe account. The app works if I create a dummy free account, but I can't login with paid subscription account. In the 2 hours of support, here is what has been tried.

To be clear, it isn't my phone, this doesn't work with my iPad, iPhone, or my work iPhone.

always the error is "An error occurred while loggin in. Please try again after some time."

1) uninstall/reinstall the app - still can't login

2) uninstall/reinstall the Creative Cloud app on my devices

3) login with adobe username/password - no, added google login to my login - no, added facebook login to my login - no

I am currently subscribed to the Photography Plan, Adobe Stock, and inDesign. It states that my subscritions include Photoshop Express for Desktop, Mobile, and Web, yet it does not allow me to login with my account.

Support said that they are clueless, literally and figurativly, and that i should just use a dummy account, and then download/upload via iCloud or email to move files around.

If anybody has any suggestion, i'm at my wits end.

Correct answer obwanknobi

After 5 months, 1 week, and 1 day, my issue has been resolved. I'm pleased as punch. I'm still frutrated that it took 4 and a half months of support technicians who refused to look at what I had been saying all along, there is something wrong with my account. Indeed, there was something wrong with my account.

For anybody else reading this, in the end there for me there was nothing wrong with my phone, tablet, nothing wrong with my setup with social logins, it didn't matter the version of PS Express. It boiled down to something on Adobe's side with my account.

I do want to give a shout out to Abhilash, who was willing to speak with me on the phone and work with the team to find a resolution.

L

LegoManiac101

Participant

I have been struggling with the same thing since yesterday.

Neelamk

Legend

Hi @ezabell37913914898z,

Could you please provide more details of the issue with iOS devices to help you find a solution?

Thank you,

Neelam

obwanknobiAuthorCorrect answer

Inspiring

After 5 months, 1 week, and 1 day, my issue has been resolved. I'm pleased as punch. I'm still frutrated that it took 4 and a half months of support technicians who refused to look at what I had been saying all along, there is something wrong with my account. Indeed, there was something wrong with my account.

For anybody else reading this, in the end there for me there was nothing wrong with my phone, tablet, nothing wrong with my setup with social logins, it didn't matter the version of PS Express. It boiled down to something on Adobe's side with my account.

I do want to give a shout out to Abhilash, who was willing to speak with me on the phone and work with the team to find a resolution.

Neelamk

Legend

Hi @obwanknobi ,

I am glad to hear that it isfnally working. Please let us know if you need any help in the future.

Thank you,

Neelam

obwanknobiAuthor

Inspiring

@Neelamk @Spags91

The saga continues:

1) 24.8.1 does not contain the fix

2) I caught a deal on getting the entire Adobe CC Suite, so I'm now licensed for all apps and services, including Photoshop Express Premium (I was already, but now there is no question)

3) Adobe suppor has asked me to unsubscribe from my yearly plans, pay an early terminination fee, and lose all my Adobe Stock purchases, delete my account, and create a new account, resubscirbe at the non discounted rates, and rebuy everything from Adobe Stock.

4) They told me that fixing my account will cause disruption to the entire Adobe licensing system, and they cannot fix it in the near future.

5) I have now been able to connect my Adobe ID with my Apple ID, Google, Facebook, and Microsoft. I cannot log into Photoshop Express with any of those accounts.

6) I have requested that someone call me, Adobe calls from unknown numbers and my carrier sends unknown numbers to voicemail.

7) I've called multiple times tonight to talk to the people who leave voicemails, broken promises that someone will call me back and they don't

😎 I've now sent another set of videos demonstrating the problem

9) one of the chat agents told me my only option is to start over and pay more and rebuy Stock purchases, Adobe will never fix it since it is too complicated.

10) they told me they will no longer be contacting me with support updates until I'm ready to cancel, pay more, and start over if I want to keep using Adobe products

11) they told me i'm the only person in the world who has this issue.

P

Poppa35375614vwcj

Participant

They're so unprofessional, promise a flawless ecosystem, and deliver unusable products.

obwanknobiAuthor

Inspiring

Just an update for everybody, 24.6.0 does NOT contain the fix

P

Poppa35375614vwcj

Participant

This is very annoying, how have they not fixed this yet?!?

Spags91

Participant

I've had the same issue for a few weeks. Adobe customer service just told me that there is meant to be an update in 2-3 weeks (no exact date). I hope this works!

obwanknobiAuthor

Inspiring

@Spags91 it has been 9 weeks now since I was told "it will be fixed in the next release"

obwanknobiAuthor

Inspiring

UPDATE January 21, 2024

1) Adobe found a problem with the version of Photoshop Express for iOS impacting my ability to activate PS Express

2) Adobe promised that the fix would be in version 24.1.0

3) version 24.1.0 did not include the fix

4) Adobe promised that the fix would be in version 24.2.0

5) version 24.2.0 does not include the fix

The problem still exists as of today.

I have asked Adobe for compesation as I upgraded my subscription 6 months ago to include Photoshop Express Premium, and I still cannot use the Premium features on any iOS device.

Any request for compensation has resulted in immedetly ending the chat window by the support agent and closing my ticket.

obwanknobiAuthor

Inspiring

Adobe has now opened a new case, pretending like the last 4 months of support never happened.

24.3.0 does not have the fix.

振

振楠3514811574mc

Participant

Same issue here, tried tons of times to uninstall and reinstall but in vain. Event 24.4.0 still not working.

D

default7jlbu5shm8zq

Participant

I'm having a related issue--I was working on editing some photos and this new release asks if you want to apply previous edits that get autosaved in Themes. I did that thinking it was saving the images. Nope, now they are gone and when I looked in my icloud library including the recycle folder, the photos aren't there either. I contacted support and all he advised was to reinstall the app. Didn't fix anything. Anyone else having the same issue?

Neelamk

Legend

Hi @default7jlbu5shm8zq ,

We are sorry for your difficulties. Please help us with the device OS version and the Photoshop Express application version details installed on your device.

We are here to help you.

Thank you,

Neelam

obwanknobiAuthor

Inspiring

17.2.1 and 24.1.0

Would it be helpful if I posted all the case numbers that Adobe has open and closed without resolution? I've spent now 10 solid hours with multiple support agents via chat, email, and phone.

A

Alan34451329o4m7

Participating Frequently

Hi, same issue, but with iPhone 14. Any news on this?

Not much help from Adobe support. After asking my question, the agent leaves the conversation. This has happen twice now.

Happy holidays.

obwanknobiAuthor

Inspiring

I spoke to someone in support late last week who said they have identified the issue, and it will be resolved in the next release of PS Express for iOS. I think he said it would be 24.x, can't remember what x number it was. He also didn't know how long, but he said it will be included in the next release. Fingers crossed it fixes it.

A

Alan34451329o4m7

Participating Frequently

Thanks a lot for your reply. Much appreciated & I'll cross my fingers then. Hopefully Adobe will fix it soon & a refund. I can see you have been struggling with this for a while now.

M

Marcus31250969hzt9

Participant

I am having the exact same issue. It is not an account problem on my end, and I have uninstalled and reinstalled several times. It won't even let me put my account information into the app to try to sign in.

obwanknobiAuthor

Inspiring

yes, your picture is the same thing I get. I still have a ticket open, I've sent videos of it not working to support, they've logged into my computer to evaluate my account on my computer. it is very frustrating because support keeps coming back that it is something about my device, but I've tried now on 7 separate iOS devices, iPhone 7, iPad Pro gen2, iPad Air gen4, iPad mini 6, iPhone 12 Pro Max, iPhone 13 Pro, iPhone 14 Pro Max, assoicated with 4 different Apple IDs, its the same result.

I'm waiting for them to respond to my latest email, I'll update this post once I have more information.

I

inchident

Participant

I'm having this same issue. There is no way for me to login to my Adobe account - none of the login pages work. I was previously logged in with a corporate account provided by my work - I have left the job and so this account was deactivated. I wonder if this has anything to do with it? Perhaps something in the Adobe apps or iOS thinks I'm still logged in on this previous account? So frustrating....

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