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William27079795ltnt
Participant
November 11, 2022
Answered

Cancellation

  • November 11, 2022
  • 5 replies
  • 595 views

Hi, I work at a NGO and I've been given a task by boss to cancel one former employees subscription. However, the former employees mail account is closed, so we aren't able to login and cancel the subscription, and thats a problem due to the fact that my boss is paying the subscription. Is it possible in any other way to cancel it? It's regarding the mail account:

xxxx

 

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[personal information removed per policy -  

https://community.adobe.com/t5/adobe-community-professionals/email-signatures-and-personal-information/td-p/4786467 

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Correct answer cbennettEMA

If it is a personal/individual subscription, try adding the username part of the former employee's email address as an alias to your mail account. Check with your email service provider on how to add an alias to your account. Give it an hour to populate in the mail system. You can test by sending a message to the former employee's address. It should arrive in your mailbox. Once done, go to Adobe.com to log in as the user and use the Forgot Password link to receive an email. Use the passowrd reset message form Adobe to reset the password, login and cancel the subscription.

 

if it is a Teams/Enterprise subscription, then use the Adobe Admin Console to delete the user form the account and release the license.

5 replies

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
November 13, 2022

Please note also that NOT FOR PROFIT associations may be eligible for discounts: https://helpx.adobe.com/enterprise/using/non-profit.html

ABAMBO | Hard- and Software Engineer | Photographer
C
cbennettEMACorrect answer
Participant
November 11, 2022

If it is a personal/individual subscription, try adding the username part of the former employee's email address as an alias to your mail account. Check with your email service provider on how to add an alias to your account. Give it an hour to populate in the mail system. You can test by sending a message to the former employee's address. It should arrive in your mailbox. Once done, go to Adobe.com to log in as the user and use the Forgot Password link to receive an email. Use the passowrd reset message form Adobe to reset the password, login and cancel the subscription.

 

if it is a Teams/Enterprise subscription, then use the Adobe Admin Console to delete the user form the account and release the license.

T
Test Screen Name
Legend
November 11, 2022

 If this is an individual license (not a team or enterprise license) then the plan belongs to the original holder. Only that person. Nobody else can talk to Adobe about it, and that includes the bill payer. At least that's how I understand it, you may have better luck with Adobe, but no business should use these plans for employees.

kglad
Community Expert
kgladCommunity Expert
Community Expert
November 11, 2022

open the support tab on your admin console > start chat or start case or request expert session.

 

https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

 

<moved from download&install>

M
Community Expert
Manan JoshiCommunity Expert
Community Expert
November 11, 2022

Only Adobe support will be able to help you in this. And while we are this topic I would advice you to look at Teams/Enterprise plans rather than purchasing licenses on individual emails, that way you can centrally manage licenses, revoke it, reassign it and a lot more. See the following to know more about Teams/Enterprise subscriptions.

https://www.adobe.com/creativecloud/business/teams.html

To contact support follow the instructions given below
1. Go to https://helpx.adobe.com/contact.html?rghtup=autoOpen
2. Wait a bit on the page that opens up, it should automatically open a chat popup. If that does not happen then look for a call out/chat icon at the bottom right, click over it and the chat popup should open
3. In order to talk to a human type "AGENT" in the chat box
4. If you are not able to get to the chat window, then disable your adblockers, firewall, enable cookies/scripts on your browser. If it still fails then change your browser/machine/network.

P.S. Be mindful of answering anyone who sends you a private message. See the following for more information about scammers
https://tinyurl.com/y7cfrr7y
-Manan

-Manan
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