Troubleshoot when Creative Cloud apps ask for serial number

Find out if you have access to the Adobe activation servers.

If you see two Adobe logos, you have access to the activation servers. Try signing in to your application.

If you are still having trouble signing in, select this link.

If you see a test successful message, you have access to the activation servers. Now sign in again to your software.

Select the Creative Cloud desktop icon  to launch the app from the taskbar (Windows) or menu bar (macOS). 

In your profile menu, select Sign out.

Sign in again using your Adobe ID.

Select the three vertical dots icon  in the upper-right corner.

Choose Check for App Updates from the pop-up menu.

If you aren’t using the latest version of Creative Cloud desktop app, a prompt to update appears. Select Update.

Go to https://account.adobe.com/plans. If you’re having trouble signing in, see Adobe ID account and sign-in troubleshooting.

In the Plans window, select Edit billing and payment.

To confirm your billing and payment details, select Edit.

Confirm that your credit or debit card number, expiration date, billing address, and phone number are entered correctly, without spaces or dashes.

If your payment details are correct, close the window.

If your payment details are incorrect, add new details and select Save. 

In case there's another issue you can also get help with updating your billing info.

Sign in at https://account.adobe.com. If you’re having trouble signing in, see Adobe ID account and sign-in troubleshooting.

If prompted, enter your birth date and sekect Update.

If your birth date is not accepted, your entered age does not meet Creative Cloud’s eligibility requirements. See: Error: You are not eligible to use Creative Cloud.

To change your birth date, clear your browser cache (see your browser's documentation for instructions) and try again. Alternatively, try another browser. You may need to wait 24 hours before you can enter a new birth date.

Select the Creative Cloud desktop icon  to launch the app from the taskbar (Windows) or menu bar (macOS).

Select the three vertical dots  icon in the upper-right corner and select Preferences.

Select Creative Cloud, and then select the Apps tab.

Under App Language, select English (International).