Answered

Issue with my subscription

Forum|Forum|6 months ago
November 30, 2025
3 replies
536 views

Dear Adobe support, dear community,

I just canceled my old Adobe account (20 GB photo), which is still valid until the end of January. Then I purchased an annual subscription for the photo subscription (2 TB) on Amazon (unbeatable price here in Germany at 100 € for PS + LR + 2 TB for a year) and redeemed the code. I actually wanted my new subscription to become active afterwards, but now both are active at the same time... Would it be possible to start the 2 TB subscription only after the 20 GB subscription has expired? Otherwise, I'll lose two months.

Help would be very appreciated! 🙂

Best,

Alexander

Windows

Correct answer Crocodog

Update: Nothing can be done. I know it was my fault but as a customer of around 15 years, I'd have been happy if there had been any kind of solution.

Thanks for the helpful replies, guys.

To anyone in a similar situation as mine: Do not use a voucher you bought for a 12M subscription BEFORE the old subscription was completely cancelled and has run out. Otherwise you'll end up like me where you're now having two parallel subscriptions for 2 months, effectively losing 2 months. Learn from my stupidity. And keep creating. ❤️ Still love the software.

D Fosse

Community Expert

Yeah, use chat. If you type "agent" you get to talk to a real human being instead of a chatbot.

CrocodogAuthor

I tried that twice... it tells me that it's gonna connect me, then it apologizes for the delay, then the chat shuts down and I'm asked to rate it 1 to 5 stars... 😄

CrocodogAuthorCorrect answer

Update: Nothing can be done. I know it was my fault but as a customer of around 15 years, I'd have been happy if there had been any kind of solution.

Thanks for the helpful replies, guys.

To anyone in a similar situation as mine: Do not use a voucher you bought for a 12M subscription BEFORE the old subscription was completely cancelled and has run out. Otherwise you'll end up like me where you're now having two parallel subscriptions for 2 months, effectively losing 2 months. Learn from my stupidity. And keep creating. ❤️ Still love the software.

CrocodogAuthor

Hey, thank you for the info. Yeah that was a bit dumb on my part - I never switched my subscription for many years so I kinda assumed it would be automatically extended by the new amount. Sadly I was wrong... When you say "contact customer service", do you mean through the chat? Or is there a dedicated e-mail address I can contact? Couldn't find any.

Best, Alex

kglad

Community Expert

if the plans were identical they would run sequentially. because they are different they run concurrently. ie, you'll need to cancel one of them if you don't want both.

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

and for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

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.

if you're unable to follow the steps described, check your account (https://account.adobe.com) for a payment problem. all payment problems must be resolved before cancellation is enabled, https://helpx.adobe.com/manage-account/kb/fix-failed-missed-payment.html

CrocodogAuthor

Thank you!!

D Fosse

Community Expert

The subscription and monthly payments run for the period that you signed up for.

You can try to contact customer service, but no promises. The terms are clear and unambiguous.

Not to twist the knife, but you should have waited to install until the old subscription ran out. Even so, you may need to contact them to avoid automatic renewal.

Yeah, I know, it's a hassle, but this is the sort of thing we all need to deal with everywhere in this digitized internet world.

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