Adobe FAQs and Troubleshooting

 

I cannot access my Adobe Creative Cloud or Acrobat Subscription I purchased through CCS and I am being asked to start a "Free trial".

 

Step 1: Verify that you are logging in with the correct AdobeID associated with the Adobe subscription/license you purchased through CCS and that you are selecting the correct profile of your AdobeID.

 

When we assign an Adobe subscription purchased through CCS, a new "Business Profile" will be created for your AdobeID. If you previously had an AdobeID using your @uoguelph.ca email address, you will now have both a personal and business profile associated with your AdobeID Account. (Learn more about Adobe Profiles). 

 

Please ensure that you select "University of Guelph CCS" (Business Profile) if you have multiple profiles under your AdobeID in order to access your Adobe Acrobat Professional 2024 license purchased through CCS.

 

 

Step 2: Verify that you have an active plan or product associated with your AdobeID

 

To check if you have an Adobe Creative Cloud Subscription Plan, please visit https://account.adobe.com/plans and ensure you are logging in with the University of Guelph CCS Profile on your Adobe ID. You can switch profiles by clicking on the circle profile icon in the top right corner and selecting "Switch Profiles" under accounts.

 

An active Adobe Creative Cloud plan will show up as Adobe for Enterprise, University of Guelph CCS

 

For Adobe Acrobat Pro 2024 term licenses, please go to the Product section of your account: https://account.adobe.com/products

 

If your account has an active license, it will display under registered products and give you the option to download.

 

 

If you do not see an active plan/product, but believe you should have one, please email swsales@uoguelph.ca