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lee_4114
Participant
July 18, 2025
Answered

Frustrating Upgrade/Renew Experience..

  • July 18, 2025
  • 1 reply
  • 464 views

I was on Photoshop free trial and after it ended, I am trying to Renew and even trying to Upgrade my plan to include more apps. Everytime I try to make a purchase for either Photoshop or upgrade to a plan for other apps, I get a message that says "You already own Photoshop"... "This purchase is unsupported"...I mean yes, I do, isn't that the point of Renewing? 

Next option I tried was to Cancel my Free Trial, even thought I'm on day 0..but everytime I try to Cancel I get a "Unable to load data" error pop up.

 

Why is such a simple step to upgrade my plan becoming so frustrating? 

Correct answer lee_4114

Lee, I am sorry you encountered the same experience in a different web browser. Please use a different device to click on https://adobe.ly/44V7Dhw and begin a secure chat session with a member of our support team who can help you further. ^JW


I've cleared my cache and did a hard refresh and nothing worked, other devices does not work either. It's an unfortunate bug that should be addressed if Adobe is trying to capture new paying users after their free trials. My only solution was to completely abandon my account and start a new one under a new email. I'm up and running now. 

1 reply

Shivangi_Gupta
Community Manager
Shivangi_GuptaCommunity Manager
Community Manager
July 18, 2025

Hi @lee_4114,

We are sorry for the experience. Could you try upgrading the plan using a different browser? I am assuming you are following the steps listed here: https://adobe.ly/46O2Fpu

Let us know the outcome.

^Shivangi

L
lee_4114Author
Participant
July 18, 2025

Trying a different browser does not work. I've tried on Safari and Chrome and both have shown the same messages. I try to Cancel the free trial, even though it's already expired, and I still get the "Unable to load data" error message. I've tried Deleting Photoshop, I've tried Deactivating Creative Cloud from my laptop and I still cannot upgrade or renew. I feel if I was able to Cancel my Free Trial, it should work but I can't even get to that step. Is that something you're able to do on your end with my account? It shouldn't be this difficult for me to purchase a plan..

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
July 18, 2025

Lee, I am sorry you encountered the same experience in a different web browser. Please use a different device to click on https://adobe.ly/44V7Dhw and begin a secure chat session with a member of our support team who can help you further. ^JW

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