Troubleshoot why a Creative Cloud app asks for a serial number

Troubleshoot when Creative Cloud apps ask for serial number

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Adobe Creative Cloud User Guide
Applies to: Adobe Creative Cloud

某些 Creative Cloud 应用程序、服务和功能在中国不可用。

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 given steps to resolve this issue.

Note:

If you are experiencing issues related to expired volume serial numbers for Creative Cloud for enterprise, see this article for more information.

  1. 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.

  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.

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

  2. In your profile menu, click Sign out.

    Sign-out screen
    Sign-out screen

  3. Sign in again using your Adobe ID.

  4. Click the three vertical dots icon  in the upper-right corner.

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

    Check for app updates
    Check for App Updates

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

Check payment information

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

  2. In the navigation bar at the top, click the Plans tab.

    Click Plans tab

  3. In the My plans section, click Manage plan.

    Manage plan
    Manage plan

  4. In the plan details page, under Plan & payment, click Manage payment.

    Click Manage payment
    Click Manage payment

  5. 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.

    Note:

    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.

  6. In the navigation bar at the top, click Communication.

  7. In the left pane, click Marketing communication. Then, in the Contact preferences section, confirm that your postal address is correct and the same as the address 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 https://accounts.adobe.com. 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 Creative Cloud’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.

Set language to International English

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

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

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

    Preferences screen
    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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