This is an open forum, not Adobe support... click below to contact Adobe staff to help
While the forums are open 24/7 you may not contact Adobe support at all times
Chat help: Mon - Fri 5am - 7pm (US Pacific Time) <=== NOTE DAYS AND TIME
Be sure to remain signed in with your Adobe ID before accessing the link below
Creative Cloud support (all Creative Cloud customer service issues)
is your adobe id your correct email address?
Yes it is!
Has anyone else used that computer to install even a trial of a Cloud program?
If yes, I think you need to totally clean everything Cloud from the computer and start over
Sign out of your account... Uninstall... run the Cleaner...
-for non-Cloud programs you need to DE-activate before uninstalling
-http://helpx.adobe.com/creative-cloud/help/install-apps.html (and uninstall)
-using the cleaner after uninstalling and before reinstalling is often needed
-Restart your computer... Sign in to your account... Reinstall
-and 5 steps in reply #1 https://forums.adobe.com/thread/2144928
Your email address is stored in OOBE folder .Quit all Adobe apps and rename this folder in :
Windows: [System drive]:\Users\[user name]\AppData\Local\Adobe\OOBE
Mac OS: /Users/[user name]/Library/Application Support/Adobe/OOBE