Creative Cloud applications use your Adobe ID to sign in – not a serial number. If a Creative Cloud application prompts you to enter a serial number, try the following to resolve this issue:

Test your internet connection

  1. To determine if you have access to the Adobe activation servers.

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

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

    If you see a test successful message you have access to the activation servers. Now try signing in to your software.

Make sure your subscription is activated

  1. Click the Creative Cloud icon, located in the taskbar (Windows) or Apple menu bar (Mac OS), to open the Creative Cloud desktop app.

    Creative Cloud icon
  2. In your profile menu, click Sign out.

    Sign out
  3. To sign in again, enter your Adobe ID (usually your email) and password, and click Sign in.

    Sign in
  4. Click the gear icon in the top right corner.

  5. Choose Check for App Updates from the pop-up menu. You can also press Ctrl+Alt+R (Windows) or Command+Option+R (Mac OS) to refresh the Creative Cloud desktop app and check for updates.

    Check for App Updates
  6. If you aren’t using the latest version of the Creative Cloud desktop app, a prompt to update will appear. Click Update.

Confirm your account information

Check payment information

  1. Sign in to your Adobe account with your Adobe ID (usually your email) and password.

    If you’re having trouble signing in, see Adobe ID account and sign-in troubleshooting.

  2. In the pop-up pane, click Manage Account. You may be prompted to enter your password to verify your identity.

    Your Adobe ID account management screen will open.

    Manage Account
  3. In Plans & Products, click Edit payment details.

    Edit payment details
  4. Confirm that your credit or debit card number, expiration date, billing address, and phone number are entered correctly, without spaces or dashes. Get help with updating your billing info.

    Using a corporate card?
    Be sure you’re using the name and billing address of the cardholder, not your own. Check with the cardholder or your accounting department to verify the correct name and billing address.

  5. Click the Communication tab, and then in the Communication Preferences section confirm that your postal address is correct and the same as the one associated with your account payment card.

Make sure we have your correct birthdate

A missing or invalid birth date can affect your eligibility to use Creative Cloud.

  1. Sign in to your Adobe account with your Adobe ID (usually your email) and password.

    If you’re having trouble signing in, see Adobe ID account and sign-in troubleshooting.

  2. If prompted, enter your birth date and click Update. If your birth date is not accepted, your entered age does not meet CC’s eligibility requirements. See: Error: You are not eligible to use Creative Cloud.

  3. 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.

Confirm your computer settings

Set language to International English

If you purchased an English-only subscription, make sure that the default language setting in the Creative Cloud desktop app is English (International).

  1. Click the Creative Cloud icon in your taskbar (Windows) or the Apple menu bar (Mac OS) to launch the Creative Cloud desktop app.

    Creative Cloud icon
  2. Click the gear icon and select Preferences.

    Preferences
  3. Select Creative Cloud, and then click the Apps tab.

  4. Under App Language, select English (International).

Make sure your computer’s time and date are correct

An inaccurate computer system clock can cause activation problems. Did you reset your computer’s date and time recently? Check that your computer's system clock is set to the correct date and time.

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