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COMMON QUESTIONS | CREATIVE CLOUD
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Last updated on May 13, 2022
Creative Cloud User Guide
Introduction to Creative Cloud
1. Common questions | Creative Cloud
2. Creative Cloud system requirements
Download, install, set up, and update
1. Download Creative Cloud apps
2. Open Creative Cloud apps
3. Start workspace
4. Update Creative Cloud apps
5. Change the language of your Creative Cloud apps
6. Uninstall the Creative Cloud desktop app
7. Uninstall or remove Creative Cloud apps
Manage your account
1. Convert a Creative Cloud trial to a paid membership
2. Reset your Adobe password
3. Change your Adobe plan
4. Update credit card and billing address
5. View, download, or email your Adobe invoice
6. Fix a failed or missed payment
7. Cancel Adobe trial or subscription
Creative services
1. Using Adobe Stock in Creative Cloud apps
2. Using Adobe Fonts in Creative Cloud apps
3. Creative Cloud Market is no longer available
Collaboration and storage services
1. What are cloud documents
2. Cloud documents | Common questions
3. Create or convert files to cloud documents
4. Set up cloud documents to use offline
5. Revert to an earlier version of a cloud document
6. Share your work for commenting
7. Why can't I see my cloud documents offline?
8. Creative Cloud Libraries
9. Collaborate on Creative Cloud Libraries and folders
10. Collaboration FAQ
11. Sync your files using cloud storage
12. Find how much cloud storage you have
13. Set sync options
Creative Cloud mobile apps
1. Common questions | Mobile apps
2. Adobe Creative Cloud for mobile
Enterprise and teams
1. Enterprise Learn & Support
2. Teams Learn and Support
3. Quick start guide for team members
1. Creative Cloud User Guide
2. Introduction to Creative Cloud
1. Common questions | Creative Cloud
2. Creative Cloud system requirements
3. Download, install, set up, and update
1. Download Creative Cloud apps
2. Open Creative Cloud apps
3. Start workspace
4. Update Creative Cloud apps
5. Change the language of your Creative Cloud apps
6. Uninstall the Creative Cloud desktop app
7. Uninstall or remove Creative Cloud apps
4. Manage your account
1. Convert a Creative Cloud trial to a paid membership
2. Reset your Adobe password
3. Change your Adobe plan
4. Update credit card and billing address
5. View, download, or email your Adobe invoice
6. Fix a failed or missed payment
7. Cancel Adobe trial or subscription
5. Creative services
1. Using Adobe Stock in Creative Cloud apps
2. Using Adobe Fonts in Creative Cloud apps
3. Creative Cloud Market is no longer available
6. Collaboration and storage services
1. What are cloud documents
2. Cloud documents | Common questions
3. Create or convert files to cloud documents
4. Set up cloud documents to use offline
5. Revert to an earlier version of a cloud document
6. Share your work for commenting
7. Why can't I see my cloud documents offline?
8. Creative Cloud Libraries
9. Collaborate on Creative Cloud Libraries and folders
10. Collaboration FAQ
11. Sync your files using cloud storage
12. Find how much cloud storage you have
13. Set sync options
7. Creative Cloud mobile apps
1. Common questions | Mobile apps
2. Adobe Creative Cloud for mobile
8. Enterprise and teams
1. Enterprise Learn & Support
2. Teams Learn and Support
3. Quick start guide for team members
Find answers to commonly asked questions about Adobe Creative Cloud.
GENERAL FAQ:
Basics
Purchasing and availability
Desktop applications
Updates and new versions
Security
Storage and cloud services
Free membership and trials
OTHER:
Mobile apps
Adobe Stock | Common questions
Adobe Premiere Rush | Common questions
FAQ BY PLAN:
Creative Cloud Photography plans
Creative Cloud for teams
Creative Cloud for enterprise
Creative Cloud licensing for education
Creative Cloud for students & teachers
Creative Cloud for government
BASICS
WHERE CAN I FIND INFORMATION ON NEW FEATURES IN CREATIVE CLOUD?
You can learn all about the latest features in Creative Cloud on
the overview page. To find out what’s in the latest version of each Creative
Cloud desktop app, check out each product’s page on Adobe.com.
DO I NEED TO BE ONLINE TO ACCESS MY DESKTOP APPS?
No, the desktop apps in Creative Cloud, such as Photoshop and Illustrator, are
installed directly on your computer. So, you don’t need an ongoing Internet
connection to use them.
An Internet connection is required the first time you install and license your
apps. But, you can use the apps in offline mode with a valid software license.
The desktop apps attempt to validate your software licenses every 30 days.
Annual members can use the apps for up to 99 days in offline mode.
Month-to-month members can use the software for up to 30 days in offline mode.
HOW DO I ACCESS THE APPS IN CREATIVE CLOUD?
The apps are installed and run on your desktop, just like any other desktop
application. The first time you download any individual creative apps, you
automatically download Creative Cloud for your desktop. You use the Creative
Cloud desktop app to access, download, and update any individual creative apps.
WHAT IS CORESYNC?
CoreSync is the underlying technology in Creative Cloud that intelligently syncs
your assets, fonts, photos, settings, Adobe Stock assets, and more. These items
instantly appear in your workflow wherever you need them and in the right
format. With CoreSync, available exclusively in Creative Cloud, everything you
need is always at your fingertips as you move from app to app or device to
desktop.
CAN I SEND FILES TO PEOPLE WHO DON’T HAVE A CREATIVE CLOUD MEMBERSHIP? WILL THEY
BE ABLE TO VIEW OR SHARE THE FILES?
Yes, you can share files you create with Creative Cloud apps like any other file
through email, FTP, and so on.
Also, Creative Cloud sharing features let you share files with anyone by letting
them view files in a browser. Viewers can turn layers on and off, see relevant
metadata, comment, and even download files for editing.
You can manage file-sharing settings on your Creative Cloud Files page.
AS A CREATIVE CLOUD MEMBER, AM I REQUIRED TO INSTALL AN UPGRADE TO A DESKTOP
APPLICATION WHEN IT BECOMES AVAILABLE?
No, you can continue using your current product version as long as you have an
active membership. You have flexibility on when and if you install a new
release.
I CURRENTLY HAVE A PREVIOUS, PERPETUAL-LICENSED ADOBE CREATIVE SUITE PRODUCT
EDITION ON MY COMPUTER. CAN I USE BOTH MY CREATIVE SUITE PRODUCTS AND THE
CREATIVE CLOUD APPLICATIONS ON MY COMPUTER?
Yes. Your existing Creative Suite product installation is not affected by
installing the Creative Cloud product applications. For example, you can install
and use the perpetually licensed Photoshop CS6 on the same computer as
Photoshop.
WHEN DOES MY MEMBERSHIP BEGIN?
If you purchase your membership directly from the Adobe website, it begins when
the Adobe Store fulfills the order.
If you purchase your individual membership from a retailer or an online store,
it begins when you enter your redemption code.
If you purchase a team membership through a reseller, your membership begins
when you add seats to your account.
WHAT HAPPENS TO MY BENEFITS IF I DECIDE TO STOP MY MEMBERSHIP?
You continue to have access to Creative Cloud member free benefits. And, if you
saved your work to your computer, you continue to have access to those files on
your own device. You no longer have access to the Creative Cloud apps or most of
the services that are components of a Creative Cloud membership.
WHAT IF I HAVE PROBLEMS DOWNLOADING MY SOFTWARE?
Get download instructions, visit the Creative Cloud download and install forum,
or troubleshoot specific issues.
CAN I USE THE SOFTWARE I DOWNLOAD FROM CREATIVE CLOUD ON MORE THAN ONE MACHINE?
Yes. You can download and install Creative Cloud apps on multiple computers,
regardless of the operating system. However, activation is limited to two
machines per individual associated with the membership, and you may not use the
software on these devices simultaneously.
See the terms of use for more information. Learn how to deactivate a Creative
Cloud license on a device.
WHERE CAN I FIND THE TERMS AND CONDITIONS FOR A CREATIVE CLOUD MEMBERSHIP?
Your access to Creative Cloud is governed by the terms of use. You can also
access your subscription terms here.
WHERE CAN I GET MORE INFORMATION ON MANAGING MY ACCOUNT?
Find out how to change your account information; update credit card details; or
upgrade, renew, or cancel your membership here.
WHY IS ADOBE ASKING ME TO SHARE INFORMATION ON HOW I USE THE CREATIVE CLOUD
DESKTOP APPS?
With Creative Cloud, you have the option of sharing information with Adobe about
how you use the Creative Cloud desktop apps. This information lets us give you a
more personalized experience and helps us improve the quality and features of
products. This option is turned on by default, and the information is associated
with your Creative Cloud account. You can change your preference at any time on
your account page.
CAN I CHOOSE NOT TO SHARE INFORMATION ABOUT HOW I USE THE CREATIVE CLOUD DESKTOP
APPS?
Yes. You can choose not to share information about using the Creative Cloud
desktop apps by setting your preferences on your account page.
This setting applies to how you use the features within desktop apps, not to the
services these desktop apps use, such as Behance. These services are governed by
their respective privacy policies and/or the Adobe Privacy Policy.
WHAT INFORMATION IS SHARED AND HOW DOES ADOBE USE IT?
You can share the following types of information about how you use the Creative
Cloud desktop apps:
* System information, such as operating system, processor, and amount of memory
installed.
* Adobe product information, such as version number
* Adobe feature usage information, such as menu options or buttons selected
This information can be used to personalize the application experience, provide
feature usage data to the product teams to help improve the product and to
communicate with you.
Your content, and information about the content within your files, is not shared
with Adobe.
You can find an overview of how Adobe may use information associated with you in
the Adobe Privacy Center.
WHAT TYPE OF PERSONALIZATION IS PROVIDED IN CREATIVE CLOUD APPS?
Users will see in-app learning content, which will provide personalized learning
content based on how the application is used.
We plan to expand the functionality to other Creative Cloud applications as we
learn more about how the personalized learning content is used.
WHAT OPTIONS DO CREATIVE CLOUD FOR TEAMS, CREATIVE CLOUD FOR ENTERPRISE, AND
CREATIVE CLOUD FOR EDUCATION MEMBERS HAVE FOR SHARING INFORMATION ABOUT HOW THEY
USE THE CREATIVE CLOUD APPS?
If administrators install applications via Creative Cloud Packager using
Enterprise IDs, the ability to share information with Adobe about using Creative
Cloud apps is disabled for the members of Creative Cloud for teams, Creative
Cloud for enterprise, and Creative Cloud for education. Admins cannot enable it.
However, if administrators let users install Creative Cloud applications via the
Creative Cloud for desktop app using an Adobe account, users can share
information about how they use the applications. Users can change these
preferences at any time by visiting their account page.
PURCHASING AND AVAILABILITY
HOW DO I PURCHASE A CREATIVE CLOUD MEMBERSHIP?
We have different plans for individuals, businesses, and enterprises. Learn more
on the Creative Cloud membership plans page.
IN WHICH COUNTRIES CAN I PURCHASE A CREATIVE CLOUD MEMBERSHIP?
View the latest list of countries where Creative Cloud is available for
individuals, teams, and small businesses. Enterprise customers should request a
consultation.
WHICH PAYMENT OPTIONS CAN I USE TO PURCHASE A CREATIVE CLOUD MEMBERSHIP?
Credit card payment is accepted for Creative Cloud memberships in all supported
countries. Payment via PayPal is accepted in only a few supported countries.
See Payment options.
WHICH LANGUAGES IS CREATIVE CLOUD AVAILABLE?
The Creative Cloud website is available in English, Chinese Traditional, Czech,
Danish, Dutch, Finnish, French, German, Italian, Japanese, Korean, Norwegian,
Polish, Portuguese, Russian, Spanish, Swedish, and Turkish. Individual desktop
apps and services may not be available in all these languages.
Learn how to change the language of your Creative Cloud apps.
CAN I PURCHASE A MEMBERSHIP FOR A SINGLE DESKTOP APPLICATION, SUCH AS PHOTOSHOP?
Yes, we offer a single app plan for most of our products.
Find out more on the Creative Cloud plans page.
HOW CAN I UPDATE MY BILLING INFORMATION?
Learn how to update your credit card and billing information.
CAN I PREPAY FOR MY CREATIVE CLOUD MEMBERSHIP?
Yes, you can prepay for one year for most Creative Cloud membership plans. Learn
more on the plans page.
WHAT IF I WANT TO CANCEL MY MEMBERSHIP?
Any subscription canceled in the first 14 days is fully refundable. After 14
days, cancellation policies will apply.
To learn more about canceling a subscription, see Cancel Adobe trial or
subscription.
CAN I BUY MORE THAN ONE SINGLE APP MEMBERSHIP?
Yes, you can purchase multiple single app membership plans under a single email
address, as long as they are for different applications.
CAN I PURCHASE A PERPETUAL LICENSE FOR THE CREATIVE CLOUD APPS?
No, Creative Cloud versions of the desktop applications are not available as a
perpetual license.
IF I PAY WITH MY DEBIT CARD, IS THERE AN EXTRA FEE?
In certain regions, banks may charge you a fee for using a debit card. For more
details, contact your bank.
DESKTOP APPLICATIONS
WHERE CAN I FIND THE LATEST INFORMATION ABOUT THE DESKTOP APPLICATIONS IN
CREATIVE CLOUD?
Find out what’s new on the product pages for the desktop applications.
CAN THE CREATIVE CLOUD APPLICATIONS EXPORT TO CS6?
Many of the Creative Cloud apps let you export files to the Creative Suite 6
version of that same application. Adobe plans to continue to support the ability
to export to CS6 in the applications that already have that capability. New
features added to the desktop applications after CS6 may not be supported in the
exported file, or by the CS6 application.
WHICH CREATIVE CLOUD APPLICATIONS SUPPORT EXPORT TO CS6?
The following applications support the ability to export to the CS6 version of
the application:
* Photoshop
* InDesign
* Illustrator
* Animate (earlier called Flash Professional)
* After Effects
Applications not listed here may not support exporting to Creative Suite 6, and
may not do so in future releases. New features added to the above list after CS6
may not be supported in the exported file or by the CS6 application.
WHICH OPERATING SYSTEMS DO THE CREATIVE CLOUD DESKTOP APPS RUN ON?
You can find the minimum system requirements for each Creative Cloud app on
the system requirements page.
IS FLASH PROFESSIONAL INCLUDED IN CREATIVE CLOUD?
Yes. Flash Professional CC is now Animate and is still available in Creative
Cloud. Flash Professional was renamed Animate, because it offers first-class
support for publishing animations in HTML5 and other platforms in addition to
Flash and AIR.
Past releases of Flash Professional dating back to CS6 remain available for
Creative Cloud members. You can find them under Previous Versions in the
Creative Cloud desktop app.
UPDATES AND NEW VERSIONS
CAN I INSTALL PREVIOUS RELEASES OF CREATIVE CLOUD APPS?
Yes, you can install the previous major release of your Creative Cloud app.
Learn how to install the previous version of your Creative Cloud desktop app.
SECURITY
WHERE CAN I LEARN MORE ABOUT CREATIVE CLOUD AND SECURITY?
You can find resources on Creative Cloud and security in the Adobe Trust Center.
STORAGE AND CLOUD SERVICES
WHAT TYPES OF FILES CAN I STORE IN CREATIVE CLOUD?
There are no restrictions on the file types you can store in Creative Cloud.
CAN I SHARE ANY KIND OF FILE FROM CREATIVE CLOUD?
There are no restrictions on the file types you can share from Creative Cloud.
WHAT HAPPENS TO MY FILES IN THE CREATIVE CLOUD IF I CANCEL OR DOWNGRADE MY
MEMBERSHIP?
Your Creative Cloud files are stored on your desktop and the Creative Cloud
servers. If you cancel or downgrade your paid membership, you still have access
to all the files in the Creative Cloud folder on your computer and via the
Creative Cloud website.
Your account will be downgraded to a free membership, which includes 2 GB of
storage. If you’re using more than 2 GB of storage, you won't be able to upload
new files to the cloud. To upload new files, delete files on the Creative Cloud
server until the amount of storage you're using drops below 2 GB.
If you're over your storage limit, you have 30 days to reduce your online usage.
After 30 days, you could lose access to some or all of your files saved on the
Creative Cloud servers.
AM I REQUIRED TO STORE MY FILES IN THE CLOUD?
No, you can save your files wherever you choose—on your local hard drive,
mounted drives, thumb drives, and so on. However, your Creative Cloud membership
comes with cloud storage that you can choose to use for backups, link sharing,
folder collaboration, and more. The Creative Cloud for desktop application makes
it easy to synchronize your local files with your Creative Cloud storage. So if
you choose to sync your files to Creative Cloud, you still retain a local copy
of your files.
HOW TO DELETE MY FILES FROM CLOUD?
Learn how to delete files and free up storage in your cloud.
HOW TO DOWNLOAD MY FILES FROM CLOUD?
Sign in at https://assets.adobe.com/files.
Select the file you want to download. Then select the . . . icon in the upper
right, and select Download.
FREE MEMBERSHIP AND TRIALS
WHAT’S INCLUDED WITH A FREE CREATIVE CLOUD MEMBERSHIP?
A free Creative Cloud membership gives you access to file syncing and sharing
features and 2 GB of storage space. You also get some free services and access
to free trials of the Creative Cloud apps.
WHERE CAN I DOWNLOAD FREE TRIALS OF THE CREATIVE CLOUD DESKTOP APPS?
You can download trial versions of the desktop applications from the Creative
Cloud Desktop Apps page.
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