ps express premier upgrade fails

[Ai32009563i9x9]

when I go to the yearly upgrade and 'agree and start free trial', the screen moves to payment and I completed that and hit 'subscribe'. The next screen asks me to enter my Photoshop express password. When I do this, it is not recognized! 

I've tried the 'forgot password' (though I did not forget) but the system fails to send the notifiaction to my android where I can verify. I have been to my web account and there is nowhere to upgrade the android PS Express app there either! There is no way to upgrade. 

I already changed my email address sign on as the email I FIRST used was changed by the app to another of my emails and the password did not work. I therefore changed my email address on the web, to the second email address, that adobe wanted me to change to, even though I had never given that address to Adobe!  The system for upgrade is an umittigated mess!

[jane-e]

@Ai32009563i9x9 

I've moved your post from the Photoshop forum to the Photoshop Express forum for you.

Jane

[Neelamk]

Hi @Ai32009563i9x9 ,

We are sorry for your difficulties. Please sign in to https://account.adobe.com/ and check if you can access it through the email address and password. You can try changing the password through the same site. Once logged in, you can try installing the application on your phone and follow the steps to upgrade.

If you still face issues, please let me know and share a screenshot of the error to investigate further.

Thank you,

Neelam

[Ai32009563i9x9]

Neelam,

TY. I have done as you said: Signed into the web account; could find no free subscription to PS Express. 

Changed password as you suggested.

Deleted PS Express on my cell phone; re-installed PS Express on my cell-phone and signed in on my cell-phone. Went to 'Go Premium'; Yearly Pay; Agree and start free trial.

Next screen asks for password to my account with Adobe and entering it fails, 'password incorrect'. 

I also tried my Google password in desperation! Same password failure response. 

[Neelamk]

Hi @Ai32009563i9x9 ,

I understand your frustration. Could you please let me know if you select "forgot password" on the upgrade page of Photoshop Express application? Does it help you in any way, or still give you the same issue?

Thank you,

Neelam

[Ai32009563i9x9]

Neelam,

Thank you. I did try changing the password early-on during this frustrating journey to upgrade; it did not work, hence my earlier message for help. I'd be content to provide payment over the phone to get this sorted; clearly there is a glitch that some users cannot negotiate through!

Angus

[Neelamk]

Hi Ai32009563i9x9,

We are sorry for your difficulties. Please confirm if you are able to log in with your credentials. Please try clearing the saved credentials and try logging in after changing the password.

Thank you,

Neelam

[Ai32009563i9x9]

Neelam,

I can log into Adobe on the web. There are a lot of Adobe upgrades there, but NOT one for photoShop Express.

In the PS Express app, there is nowhere available to change  password. Settings does not exist in three dots menu or the three horizontal lines menu. Preferences does not include account details.

My Profile has an option to drop down from the three dots to 'edit', but I can only edit my name, job-title and company. No other data exists there.

The upgrade, start trial and upgrade now options have all disappeared completely. Is there another way to upgrade to premium or should users give up at this stage? Advice?

Angus

[Neelamk]

Hi Augus, 

Please share a screenshot of the page you see while launching the application and the device details in which you installed the Photoshop Express application. Try reinstalling the application, and please let me know if this helps.

Thank you,

Neelam

[Neelamk]

Hi Augus,

I am glad you are able to access the Photoshop Express application now. To better understand, please share a screenshot of the page you see when you launch the application. Do you use an Android phone or an iPhone?

We are here to help you. It's just we need more details to investigate.

Thank you,

Neelam

[Ai32009563i9x9]

Samsung A71 5G

TY. BTW., your mail box is full and would not take attached pictures.. Angus 

 

 

 

 

 

[Neelamk]

Hi Augus,

Thank you for the information. The Premium subscriber and the features of the premium subscriber will have a  mark (blue star) with it. I can see that as below I share a screenshot:

I took the screenshot from the picture you shared. Please let me know if you try clicking on the blue star and what happens; it should give you an option to upgrade.

Thank you,

Neelam

[Ai32009563i9x9]

Neelam, 

I get the Subscribe now page. I agree Yearly $19.99 and hit the 'Agree and Start Free Trial Now'; This goes to the page attached. Card. Account email pre-entered and request for password. I've been there several times now and each time enter the password that works within the app and to log onto your website. But in the upgrade to premium, I get the (attached) message, not recognizing my correct password with correct syntax on EVERY attempt! 

We do nnot seem to be getting to a result. How about someone calls and upgrades me for free or takes my card deets over the phone!!!??? TY   Angus

[Neelamk]

Hi Angus,

I understand your frustration. I would recommend trying the last step as described below:

Sign in to your Adobe account through https://account.adobe.com/ .Then, select Change in the Current Password section and follow the onscreen instructions.

Forgot your password? Learn how to reset it through https://helpx.adobe.com/manage-account/using/change-or-reset-password.html.

Please let me know if this time helps you in any way.

Thank you,

Neelam

[Neelamk]

Hi Augus,

Please let us know if the account password issue is resolved. If not, I would recommend contacting our support at https://helpx.adobe.com/contact.html?rghtup=autoOpen.

Please let me know how it goes.

Thank you,

Neelam