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Kicked Off Account After 6 Years

New Here ,
Feb 07, 2023 Feb 07, 2023

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I've had an active (and paid for) account with Adobe for about 6 years, and today had to start over from scratch to have access to my apps. It only acknowledged my Adobe Stock account plan, and had me "upgrade" to the plan I already had and was using, and now I don't seem to have my stock account...so I guess I'll need to repurchase that too?

 

Not a good time to make working with Adobe difficult as my clients are pushing harder and harder for software they prefer over Adobe...

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Community Expert ,
Feb 07, 2023 Feb 07, 2023

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you should contact adobe support* and make sure you're not signing up for duplicate plans.  normally, with this problem (your subscription reverts to a trial), you should:

 

start here - https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

 

if that fails, proceed to these steps - https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

 

if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

 

below are solutions some users reported:

 

if those all fail, change your cc language. eg, try international english - https://helpx.adobe.com/creative-cloud/kb/creative-cloud-trial-mode.html

 

if that fails, change the install location

 

 

*

there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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Community Expert ,
Feb 07, 2023 Feb 07, 2023

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Is your old account active and are the payment details current?  Log-in below to confirm.

https://account.adobe.com/plans

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Feb 27, 2023 Feb 27, 2023

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Yup. I canceled my stock plan and moved over to another agency. I ended up reaching out to customer support when it happened again, and it wouldn't allow me to download any stock. They told me I was "out of downloads." Right, out of my monthly allotment of free downloads. They could not answer why I was unable to purchase more stock from that point forward...kept repeating the same thing. Not helpful at all... was just faster to migrate to a new service.

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Community Expert ,
Feb 27, 2023 Feb 27, 2023

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So, your problem is solved now?

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Feb 27, 2023 Feb 27, 2023

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I'm sorry to hear this happened to you. The agent should have escalated the issue to a supervisor. If your account is in good standing we can resolve and restore any missing quota if proper process is used by agents.

EBQ

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