ps express premier upgrade fails

Forum|Forum|2 years ago
August 31, 2023
2 replies
1379 views

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!

Actions and scripting

This topic has been closed for replies.

Neelamk

Legend

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

A

Ai32009563i9x9Author

Participating Frequently

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

Legend

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

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