Adobe Login Issues - Accounts created prior to March 2023

Questions

  • Why does Adobe Creative Cloud or Adobe Acrobat DC ask me to purchase a license or tell me that my "free trial" has expired when I have a license?
  • Why do I have two different Adobe log-ins?

Answers

  • You are likely seeing "free trial" because you need to switch to the appropriate account for the solution you are trying to use.
  • Acrobat and Creative Cloud are handled separately within the Admin Portals which is why you have two different Adobe Accounts. Acrobat uses your WesternU credentials while Creative Cloud, prior to March 2023, was set up with a separate log in.

Step-by-step

Creative Cloud:

  1. If you know you have a license, sign out of your Adobe Creative Cloud Desktop Application.  Using your WesternU email address and the password you created, log back in under Personal Account.

  1. If you have followed the above step and are still unable to access your application(s), please contact TechSupport at (909) 469-5432 to verify that you have an active license.

Acrobat DC:

  1. Log out of your Creative Cloud account.  Open Adobe Acrobat DC, if the login screen does not appear, click on Help and then the Sign In/Sign Out option.  Log in using your WesternU email address, choose Company or School Account.
  2. If you have followed the above step and are still unable to access Acrobat, please contact TechSupport at (909) 469-5432 to verify that you have an active license.

Additional Information

  • If an active license has been verified and Step 1 has been completed for either software application, Adobe Support will need to be contacted for assistance.
  • Why does this happen?
    • Unlike your Adobe Acrobat DC license, your Creative Cloud account is not supported by your WesternU login.  As such, when you access your Creative Cloud account from your desktop, you will have to log out of your WesternU account and log back in using your WesternU email address but using the password you created when you received your Creative Cloud invitation.
  • What does this mean?
    • If you use Acrobat DC more than you use your Creative Cloud account, you will need to log out of your Creative Cloud application after each use and log back into Acrobat.
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