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painterskip34
Participating Frequently
November 26, 2024
Question

Got an email from Adobe saying that I cancelled my plan. I did not

  • November 26, 2024
  • 1 reply
  • 305 views

Got an email from Adobe that reads, in part...
"We've processed your cancellation request. Your service will end on 25-November-2024 (PT)." 
I've had the $9.99 Photogrpahy p[lan for 10 years. They took the $9.99 out yesterday. 
I could find nowhere on the site for any sort of customer service except for that useless AI chat, which claims I have no paid plan, even though I can go to my invoicing and see everytime I paid, for ten years. 

At first I thought it was a phishing email but when I logged into my Adobe account, it shows that I have no paid plans, even though, I do. I'm afraid that I'll not be able to use Photoshop starting tomorrow. 

Is there any way to contact real customer support?

Thanks in advance

This topic has been closed for replies.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
November 26, 2024

contact support.  there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

P
painterskip34Author
Participating Frequently
November 26, 2024

Thanks for the info. One of the issues is that when in that AI chat, it claims that it see no plan connected to my email.
Update
I'm on chat now. Agent claims that there was a 'glitch' and apologised. Claims that I have to re-start the subscription, even though they just charged me yesterday! I'm a little leary of all this right now. The part where he wants me to renew via chat....

 

kglad
Community Expert
kgladCommunity Expert
Community Expert
November 26, 2024

the restart is expected and not much you can do, though you can press for "compensation" for your trouble and for resetting your subscription start date.  3 months added to your subscription would be typical.

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