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J
jacko30402710
Participant
October 28, 2019
Answered

Purchased a student plan, got nothing

  • October 28, 2019
  • 2 replies
  • 551 views

Earlier today, I paid for a monthly student plan, which gives access to all apps. I have not recieved access to these apps. According to Adobe, I have not purchased any plan, despite them taking my money. No plan appears on my account.

For context, and I believe this may be related to the issue, I had to use my college-provided email account (as it was a student plan). My college does provide an Adobe subscription, but it only works on the college's computers, so I was trying to get my own plan that would allow me to work from home. I believe that the system may have gotten confused.

Is there anything that I can do to fix this? Or at least get a refund, so I can purchase the plan on a separate account to stop this from happening?

    This topic has been closed for replies.
    Correct answer ProDesignTools

    Hey Jack,

     

    Sometimes it does take a few hours for Adobe to confirm payment, activate new subscriptions and register them in their systems, so you might want to give it a bit of time to see what develops.

     

    If there is a conflict with your email address, then yes, using a different email should work for you, so long as you continue to demonstrate eligibility for the reduced education pricing.

     

    In the meantime, you can cancel your new subscription with Adobe within 14 days and get a full refund. Then go ahead and sign up again with your other address.

     

    If for some reason any of this gets tripped up, then please contact Adobe Customer Care directly:

     

    https://helpx.adobe.com/contact.html

     

    Hope that helps.

     

    2 replies

    T
    Test Screen Name
    Legend
    October 28, 2019

    If you tried to set up a personal account with the same email as the college account, you can’t. You really can’t. And it’s horribly confused it. Contact Adobe to cancel your payment immediately (if you wait they may charge a large cancellation fee). Then try again with a different Adobe ID. We can’t do that for you. 

    ProDesignTools
    Community Expert
    ProDesignToolsCommunity Expert
    Community Expert
    October 28, 2019

    Yeah, normally the system won't even let you get two subscriptions with the same Adobe ID (email address)... Typically you'll get a message something like:

     

    "You already have this product

    You already have a Creative Cloud All Apps plan in your account. We're unable to assign two licenses of the same product to one account."

     

    So not really sure what's at play here.

    T
    Test Screen Name
    Legend
    October 29, 2019

    I've heard (but can't confirm) that enterprise and personal plans could end up with the same Adobe ID, but be entirely different things. You couldn't choose which one logs in, but it would be only one.

      ProDesignTools
      Community Expert
      ProDesignToolsCommunity ExpertCorrect answer
      Community Expert
      October 28, 2019

      Hey Jack,

       

      Sometimes it does take a few hours for Adobe to confirm payment, activate new subscriptions and register them in their systems, so you might want to give it a bit of time to see what develops.

       

      If there is a conflict with your email address, then yes, using a different email should work for you, so long as you continue to demonstrate eligibility for the reduced education pricing.

       

      In the meantime, you can cancel your new subscription with Adobe within 14 days and get a full refund. Then go ahead and sign up again with your other address.

       

      If for some reason any of this gets tripped up, then please contact Adobe Customer Care directly:

       

      https://helpx.adobe.com/contact.html

       

      Hope that helps.

       

      J
      jacko30402710Author
      Participant
      October 28, 2019

      Thank you, this is very helpful!

      I'm not sure how to get a refund, as the plan doesn't even appear on my account, and all guides on how to refund it require the plan to be there. Should I contact Adobe support?

      ProDesignTools
      Community Expert
      ProDesignToolsCommunity Expert
      Community Expert
      October 28, 2019

      Yes, definitely recommended then. They should be able to help sort it out.

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