Adobe Creative Cloud Support & FAQ

If you can't find the answer to your question below, try looking on Adobe Creative Cloud Learn & Support or contact the ITS Service Center.

Michigan Medicine users may refer to Adobe  - Getting Started on the Knowledge Home - Knowledge Portal.

Eligibility & Getting Access

Who is eligible to use Creative Cloud?

Creative Cloud is automatically available to all active students, faculty, and regular full- and part-time staff on the Ann Arbor, Dearborn, Flint and Michigan Medicine campuses.

Creative Cloud is not automatically available to the following:

  • Affiliates with the HR role of "Trades"
  • Temporary Staff
  • Sponsored Affiliates
  • Retirees
  • Alumni
What if I'm Temporary Staff or Sponsored Affiliate and need Adobe for University business?

If you are Temporary Staff or Sponsored Affiliate, and need Adobe for University related business, you may request access by completing the Adobe access request form (must be logged in to your account).  

I already have a Creative Cloud account. Can I migrate my content to the new University of Michigan license?

The process depends on the kind of account you had. If your previous Creative Cloud account was provided by the university and uses your (or address, you should receive instructions in the email from Adobe that provisions your new Enterprise account. There is more information on the automated asset migration process on the Adobe Website and in their FAQ.

If your old Adobe account was not tied to your address, you will need to manually back up files and sync them to your new account. More information on how to migrate can be found here.

I have my own personal Creative Cloud subscription. Can I terminate that subscription without penalty?

Yes. The University of Michigan has an enterprise agreement (“ETLA”) with Adobe. Because you are included in this contract, individual Creative Cloud subscribers can terminate their contracts and use the U-M license instead without being charged a termination fee.

Per Adobe’s standard terms, individuals are only eligible for a full refund if cancellation is within fourteen days of purchase. Note: Individual CC customers billed on a monthly plan who are switching to Michigan’s enterprise coverage are eligible for a waived early termination fee (normally 50 percent of the remaining contract value). In order to waive this fee, users will need to contact Adobe customer support via chat or phone. Inform the support agent that you are a student or employee at the University of Michigan, and you are provided Adobe Creative Cloud by the university.

What are the system requirements to use Adobe Creative Cloud?

System requirements varies between applications in the Creative Cloud. A complete list of system requirements by product can be found on the Adobe site.

What do I do if I was able to log in to Creative Cloud, but I’m only seeing the “free trial” option and not the “install” option?

If you don’t see the “install” option, follow these instructions on Adobe’s website.

Using Creative Cloud Products

How many computers can I use Creative Cloud on?

You may install and use the software on up to two computers. Some applications, including Premiere Rush, Spark, and others also run on mobile devices, with the ability to share projects seamlessly from one device to another. Mobile app use does not count toward the two-computer limit.

Be aware that if you disable cloud storage synchronization, the files created on each device will not be automatically updated on all devices; they will only be stored locally.

For full details, please see On how many computers can I use my Creative Cloud subscription?

Can I use Creative Cloud on my mobile device?

Yes, our agreement does include Adobe mobile apps like Comp, Draw, and Sketch. They are available on iOS via the App Store and on Android via Google Play.

Can I change the language of my Creative Cloud software?

Yes! If you’d like to change the language of your software, please view this Adobe article for step-by-step instructions.

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.


Can I store sensitive information in Adobe Cloud?

No, by installing Adobe Creative Cloud applications, you agree you will not store any sensitive data on Adobe online storage. For more information, refer to the Sensitive Data Guide

Do I need the Internet to use Creative Cloud?

No. You run the software from your local computer. Computers and mobile devices must connect to Adobe servers for initial activation and installation, and then at least once every 99 days.

If you are planning to be offline for a while, sign in before you go offline. This will extend your access for 99 days.

Do I have to store my files in the Adobe Cloud?

No. You can store the files in any location you choose.

Leaving the University

What happens when I graduate or leave the university?

Your U-M subscription to Creative Cloud is tied to your enrollment or employment at the University of Michigan. If you leave, or graduate, your access to Creative Cloud will be removed 30 days after your affiliation changes. 

You will need to purchase your own account if you want to continue using the software.

Follow this How-To-Guide Guide for Graduating Students to moving your Adobe assets. Adobe also provides this guide for Adobe Portfolio Migration to a personal account.

For continued access to Spark content, you can invite your new account to collaborate on the project from your old account.

If you have graduated more than 30 days ago and have lost access to your account, email [email protected] and we may be able to grant temporary access so you can migrate your assets. 

How do I keep access to my Creative Cloud content after I leave?

If you would like to continue using Adobe CC after your departure, Adobe has several options available for purchase.

  • If you don’t already have a personal Creative Cloud account, start a free trial or buy a plan
  • Follow the instructions on the Manual Asset Transfer page. This document was written for those transferring assets from a personal account to an enterprise account (the opposite of your situation). Where it says “Adobe ID”, you will enter your enterprise account, and vice versa.