Participant

Question

Can't change/cancel plan or account or contact support

Forum|Forum|6 years ago
July 6, 2019
5 replies
18942 views

I'm writing here as pretty much a last resort, I'm at wits end, so to speak. Some months ago I noticed Adobe has suddenly started charging a lot more than it used to, without giving me any warning they would do so. I figured that since I don't use all the apps, I could just as well change to just sub to Photoshop instead and get the whole thing cheaper.

So I tried to do that, but no chance. My account won't let me change my plan. It won't let me cancel my plan, it won't let me cancel my account. I am completely locked out of doing any changes to my account whatsoever, and this is very frustrating with a tiny child in the house and tight finances and an Adobe account that blleds money without me being allowed to do anything about it.

I've tried to contact support. Or rather, tried to find otu how to contact support, but all I get every single time I click on a link that says something resembling "contact us" is sent to the help center main page. Nothing works. I am completely locked out, and I'm stuck with a sense of resignation, anger and frustration. What do I have o do here? Cancel my credit card?

I am honestly in shock over how this is even possible. Is it even legal? I have experiences with a few other subscription services, and every single one allows you to pause and or change things very easily. And if you need to, support is just a mousclick away.

But not Adobe.

So II'm writing here in hopes that someone with the power to change my account can give me the access to being able to change plans, and if not, just delete my account entirely.

Thanks.

Shivangi_Gupta

Community Manager

Thread Summary

In some cases, users face issues when switching Adobe plans (e.g., from Acrobat Pro to Standard, Photography to All Apps). Despite clicking "Change Plan" or "Agree and subscribe," they encounter generic error messages like

'Sorry, we could not change your plan. Please retry.'

Or the "Manage Plan" page shows only a Cancel button, with no option to switch plans.

Best Solution for Similar Cases

Clear cache, allow scripts, cookies, and pop-ups.
Try switching browsers.
Sometimes, simple steps like restarting the system or try a different internet connection can also help.

Helpful Resources

How to change your Adobe plan or subscription

M

Miren28714964ljyr

Participant

Experiencing the exact same thing, its insane, I'm going to my bank this week to ask about what I can do because Adobe basically just trapped me in a cycle of endless payments. :'(

N

Nivedh28821998wqoy

Participant

Me too. What to do about this? I just tried to use thee app for a month to create just one 'Save the Date" picture and I think I'm gonna have to pay almost 300 dollars for that.

kglad

Community Expert

@Nivedh28821998wqoy

contact adobe support and make your case. adobe's been very accomodating according to many users.

G

Gabrielle24343682nogw

Participant

I am experiencing exactly the same thing. I wont go into details but I cant alter or delete my plan. Ive sld the Mac that my present plan works on and it wont work on my older Mac. So Im paying for a plan I cant use! So I know how you are feeling.

kglad

Community Expert

@Gabrielle24343682nogw

whoever you sold your mac to cannot (legally) use your subscription. in addition, you can sign them out of that subscription using any computer with internet access, so they cannot use it, at all.

also, you can continue to use your plan if you own a computer with, at least, intermittent internet access.

and finally, you can cancel your subscription (though if you have an annual commitment and are cancelling outside the trial period, there is a penalty).

G

Gabrielle24343682nogw

Participant

Because they can’t sign in to my account I do know the buyers of my
computer can’t use my adobe subscription. What I needed was to be able to
use it with my older Mac. I have found the solution is to use chrome not
safari. Everything I needed worked and the adobe helpline have given me the
downloads that will work with Mac13.10.6. I have to say adobe have been
extremely helpful. They’ve given me the downloads of everything that’s just
a bit earlier than the newest versions . I’ve had problems before with not
being able to download stuff with safari which is why I installed chrome on
someone’s advice. So I would suggest to the person having difficulties ,
just install chrome and everything works like magic. Someone on here
suggested Chrome so I’m grateful to that person as I hadn’t thought of it
before I saw it mentioned on here.

F

florences29323491

Participant

Hi,

I have the same problem. I want to change my plan but there is no change plan or cancel plan button!! It's very frustrating. I'm also trying to contact with support but nothing works.

Nancy OShea

Community Expert

Which browser are you using?

Did you try using a different browser that accepts cookies and has no script blockers?

Nancy O'Shea— Product User & Community Expert

John T Smith

Community Expert

First, When you 'click to agree' to the subscription terms while buying a subscription, that means that you really do need to read BEFORE you buy a subscription... https://www.adobe.com/misc/subscription_terms.html

-LOTS of screen pics of the terms https://forums.adobe.com/thread/2589217 in reply #4

Second, This is a public forum, not Adobe support... other users are not able to help you cancel

To Cancel https://helpx.adobe.com/manage-account/using/cancel-creative-cloud-subscription.html

T

ThedeadbirdsAuthor

Participant

I have read the terms, and have been a subscriber for far more than a year, but thanks for the insinuation.

I don't think you fully understand my problem. There was a price hike, without warning. I have no control over my plan or my account. Even if I should be on a sub agreement, I should still have the option to cancel, even if that adds extra fees.

And your links to support just sends me to the help page hub. Like I said in my first post.

As I said initially in my post, this is a last resort. I've tried everything I can think of outside of going to these forums (which Adobe themselves keep pushing me towards through their abysmal customer support), so what exactly am I supposed to do? I have no illusions ordinary users will be able to help in any other fashion than to possibly point me in a direction I haven't thought about.

But the frail hope that someone who actually works for Adobe checks thee forums made me post here.

Nancy OShea

Community Expert

Log-in to your Adobe account with a good desktop browser like Firefox or Chrome that accepts cookies and does not have script blockers. NOTE: If you have an annual plan and you cancel before the 12th month, there is a 50% fee on remaining months of service.

Assuming there is no problem with payment, you should be able to access your account by pressing the Manage Plans button. See screenshot. Failing that, click the Contact Adobe link in lower right. When the Chat Bot appears, type Billing Agent and wait for a human to join your chat session.

Nancy O'Shea— Product User & Community Expert

Thread Summary

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