Open the Creative Cloud desktop app.
Last updated on
7 October 2025
Learn why Creative Cloud apps might prompt you to enter a serial number.
A connection or setup issue may trigger the serial number error. Follow these solutions sequentially until you can sign in again.
You aren't connected to the internet or have 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 isn't 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
Select the Account icon in the upper-right corner, and then select Sign out.
Sign in to the Creative Cloud desktop app.
If you aren’t using the latest version of the Creative Cloud desktop app, a prompt to update appears. Select Update to install the latest version of the app.
Your account information is incorrect
Ensure that your payment details are accurate and up-to-date.
Sign in to your Adobe account.
Select Edit billing and payment.
Select either Add new or Edit.
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).
Open the Creative Cloud desktop app.
Select the Account icon in the upper-right corner, and then select Preferences.
Select Language in the left sidebar of the Preferences window.
Under Default install language, ensure that English (International) is selected, and then choose Done.
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:
