Cannot edit or cancel subscription 2 weeks after purchase

Question

Hi all,I've purchased a 750 stock media subscription that can be canceled monthly. Now, I would like to cancel the subscription. For two weeks, the platform has been telling me that subscription management will soon be available.I waited.I searched the internet dry.I tried to reach support, but I was only allowed to speak with a chatbot, who told me I didn't have the access rights to manage the subscription.I asked ChatGPT. It suggested that I'm probably not the owner of the contract, but maybe my IT department is.I contacted my IT department. They didn't know anything about this. I could imagine that somebody from IT actually set up the account I'm using, but due to fluctuation, the present team doesn't remember or cannot find the access or whatever. Point is, I cannot change the subscription and have no place to turn to - except you. Can somebody help, please?

AnimalMother96 · Accepted Answer

Thank you, yamato7!As mentioned above, I was only provided with the option to chat with a bot, which told me I didn't have sufficient access to manage the details of the relevant account. However, I sat down with IT this morning, and we solved the issue. This is what we did:* Our IT department, as opposed to myself, does have a phone support number, and we called. * The first agent struggled to understand the situation and just said we should cancel the subscription. We insisted that this was not possible. She forwarded us to a colleague.* The second agent from a different department looked into it and shared that the problem might have occurred because payment was not received yet (maybe, but it was booked with a credit card with enough credit on it; we will have to check with the Finance department). However, he offered to cancel the subscription on our behalf and the problem was solved. I hope this description helps in case somebody runs into the same bizarre scenario.

Abambo · Answer

If you have a Teams or Enterprise plan, you'll have the contract owner who can cancel a subscription. If you pass via a reseller, that reseller can cancel too.

As you do not seam to have enough privilege, to know the phone support number, I suppose that you are not a plan administrator as those get the phone number shown in the admin console.

Individual plans can be cancelled by the individual user, and only by the individual user (and Adobe customer care).

As a matter of fact, if you are part of a bigger entity with managed computers, it is always wise to ask the IT to intervene.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded