question Forma tu cuerpo

we bought anual downloading creative cloud product, mistake pay them 2 times, number of our case is: 0220014936, , 1 cancel, , second count payment active, in system there's not payment, , can download the  trial version, can answered why there's not product of forma tu cuerpo, send following  screenshot can see can download trial version:

 

whit request, 1 anual payment canceled, count active, theres no 1 active, don't know if have payment count or need have count download creative cloud.

first, confirm payment has been processed , subscription active using same adobe id used make payment, adobe id

 

then install cc desktop app , use install programs, https://creative.adobe.com/products/creative-cloud

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