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mattharvey001
mattharvey001
Participant
November 15, 2022
Answered

Can't download my paid images after cancellation of the stock subscription

  • November 15, 2022
  • 2 replies
  • 272 views

I just went to cancel and was told I would lose all of my 60 images that I have left and be charge 10 pounds early cancellation fee.   When I protested about not being able to use my paid for images the chat rep suggested I carry on for another year with 3 months free.  I told him, I'm looking to spend less money not more and don't appreciate being upsold in this situation!     Here's the transcript.

 

Adobe rep:  I would like to inform you that once the plan is cancelled the you can not download those images.

 

Me:  But I have paid for them already

 
Sutpan

I understand that and that's why I am suggesting you to keep the plan for now and avail the free three months offer.

 

Me:  You are NOT listening to me! I do NOT need 10 images a month but I think it's disgraceful that I cannot download my 60 images that I have paid for to date!

 
Sutpan

I would like to inform you that if we will cancel the plan now then you can still access the account, may I know how you wish to proceed?

 

Me:   Sorry - you just said I will NOT be able to download new images from the 60 in the bank. Are you now saying I CAN?

After I cancel?

 
Sutpan

Yes, if we will cancel the plan now then you can still access your plan till the next billing date which is 14 Dec 2022.

 

OK - that's fair enough and it was my original question! But it feels like you tried to upsell me continuation by saying this was not possible (if I'm being honest!)

 
Sutpan

I can understand and it was a mistake that I didn't check that, so may I know how you wish to proceed?

 

Me:  Please cancel!

This topic has been closed for replies.
Correct answer Abambo

Any assets that have been licensed can still be downloaded, given that the asset is still available. Any unused plan credits will go away at the end of the subscription. The early cancellation fee is due because you tried to cancel before the start of your last month. If the renewal is due on the 14th of December, you can cancel anytime from now on. Be aware that the plan is timed on the minute, so don't wait too long for licencing assets you still may need in the future.

2 replies

WendellaBee
Adobe Employee
WendellaBee
Adobe Employee
November 15, 2022

@mattharvey001,

You will have access to your plan quota until the 13th of December. If you have any issues please contact customer care.

Abambo
Community Expert
AbamboCommunity ExpertCorrect answer
Community Expert
November 15, 2022

Any assets that have been licensed can still be downloaded, given that the asset is still available. Any unused plan credits will go away at the end of the subscription. The early cancellation fee is due because you tried to cancel before the start of your last month. If the renewal is due on the 14th of December, you can cancel anytime from now on. Be aware that the plan is timed on the minute, so don't wait too long for licencing assets you still may need in the future.

ABAMBO | Hard- and Software Engineer | Photographer
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