Open the Creative Cloud desktop app.
Last updated on
Apr 14, 2025
Learn why Creative Cloud apps might prompt you to enter a serial number.
A connection or set-up issue may trigger the serial number error. Follow these solutions sequentially until you can sign in again.
Your device may not be connected to the Internet or has an unstable connection
Test your connection to Adobe activation servers.
See two Adobe logos? If you see two Adobe logos, you have access to the activation servers. Now sign in to your Creative Cloud app again.
Don't see the Adobe logos? Check your internet connection and try to access the Adobe activation servers again. You need a secure connection when signing in to an app. Then try to sign in to your Creative Cloud app again.
Learn how to activate your Adobe apps.
Your subscription may not be active
Ensure that your subscription is activated. Follow these steps to verify that you have an active Creative Cloud subscription. https://lm.licenses.adobe.com/vact/ping
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Select the Account icon in the upper right corner, and then select Sign out.
The Account menu will display the Sign out option along with Preferences and other Adobe Account-related info. The Account menu will display the Sign out option along with Preferences and other Adobe Account-related info. -
Sign in again to the Creative Cloud desktop app.
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If you aren’t using the latest version of the Creative Cloud desktop app, a prompt to update appears. Select Update.
Your account information may be mismatched or incorrect
Ensure that your payment details are accurate and up-to-date.
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Sign in to your Adobe account.
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Select Edit billing and payment.
Selecting Edit billing and payment will open a new window where you can add payment details or edit added details. Selecting Edit billing and payment will open a new window where you can add payment details or edit added details. -
Select either Add new or Edit.
You can add multiple payment details to your account. You can add multiple payment details to your account. -
Confirm that your payment details, billing address, and phone number are correct. If the details are incorrect, update your billing details with the correct information.
Note:
If you have a corporate card, always use 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.
Your language settings are inconsistent with the activation process
If you purchased an English-only subscription, make sure that the default language settings in the Creative Cloud desktop app is English (International).
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Open the Creative Cloud desktop app.
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Select the Account icon in the upper right, and then select Preferences.
Selecting Preferences will open a new window, where you can update the language, notifications, and other app settings. Selecting Preferences will open a new window, where you can update the language, notifications, and other app settings. -
Select Apps in the left sidebar.
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Under Default install language, ensure that English (International) is selected, and then choose Done.
You can also change the Install location and Auto-update settings for your Creative Cloud apps. You can also change the Install location and Auto-update settings for your Creative Cloud apps. You have successfully changed the default install language of your Creative Cloud apps.
Your system clock is out of sync
An inaccurate computer system clock can cause issues with activation. Ensure that your computer's system clock is set to the correct date and time.
