Participant

Question

Adobe changed my plan to another one without my consent

Forum|Forum|1 year ago
December 28, 2024
5 replies
849 views

On December 15, 2024 Adobe changed my photography plan to lightroom 10GB without my consent, due to some mistake I think. The photography plan was valid until November 2, 2025.
When I reported the problem via chat, the person who was supposed to restore my lost plan, deleted the lightroom plan and then said that he could not restore my plan and that he had to refer the matter to the manager, who would contact me.

Unfortunately, no one contacted me, I did it via chat probably 5 times, each time they promised that someone would contact me by email or phone, they gave a deadline. And unfortunately, each time the deadline passed and no one contacted me. It's been 13 days since I lost access to purchased programs and I don't know what to do to get my plan back.
Adobe technical support is a total drama.

Windows

kglad

Community Expert

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from photoshop">

D

DziurekAuthor

Participant

I waited 30 days for Adobe support to respond to my problem. Which unfortunately they did not solve. Then they wrote to me on Saturday, January 18, to give them my phone number and preferred time to talk. Before I could reply, the next day, Sunday, January 19, they sent me an email saying they were closing the case because I did not respond to the email!
This situation is ridiculous and now I have a very bad opinion of Adobe, I feel cheated.

D

DziurekAuthor

Participant

Attached is the chat transcript for those who have the patience.

Adobe_Chat_Transcript_12-16-24.pdf

jane-e

Community Expert

@Dziurek

When you try again, type "Agent" to get a human.

Your case number is in the chat.

Cases can be reopened.

Ask for Tier 2 support.

Type out your issue ahead of time (with all details) so you can copy and paste it into chat. Paste it again if necessary.

Jane

kglad

Community Expert

check for an open ticket, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

D

DziurekAuthor

Participant

ok. thanks for answer

mglush

Community Expert

Hi,

You will need to talk to someone in customer service about this. We who are here working on the forums are volunteers and cannot do anything to address your subscription. But just to let you know, that they might be a little slower in responding right now because of the holidays. Please be patient, and soneone will get back to you as soon as they are able. They have your history, and when you talk to the manager, they will be able to get the situation straighened out for you.

If you have any question, please let us know.

Michelle

jane-e

Community Expert

Unfortunately, no one contacted me, I did it via chat probably 5 times, each time they promised that someone would contact me by email or phone, they gave a deadline. And unfortunately, each time the deadline passed and no one contacted me.

By @Dziurek

As mglush said, only Adobe Customer Care can assist. When you try again, be sure to get a case number at the start of the call. Ask for Tier 2 support since you've already tried this five times.

Try the link to auto-open the Chat:
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type "agent"

Do not reply to PMs, which are likely to be scammers.

Jane

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