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Inspiring
March 29, 2025
Answered

using and paying Adobe for years, but can't update payment options

  • March 29, 2025
  • 3 replies
  • 2042 views

I've been using and paying for PS for years, but according to the chat assistant I don't have a subscription. However, I can see from my invoices (and my credit card) that I am charged monthly. I can't update my payment options because I don't officially have a subscription. But I'm still being charged. How can that be? I changed my email address years ago, so maybe that has something to do with it. But I can't see anything in the old email address either, especially not the current invoices. What can I do? And who can I contact?

Correct answer longtermoser

As previously discussed, there are no active plans under the account you are using to post to this public discussion forum.

 

If you are blocked from reaching anyone then please use a different device to click on https://adobe.ly/4ldV2xw to begin a secure chat session. If you have already tried using different web browsers and computers to reach us, then try using a smartphone or tablet. ^JW


‘Solution’
what seems to have happened is the following:
Since Adobe made a massive price increase, my long-standing photo subscription (see screenshot, this is from THIS account) was not automatically renewed. It was simply removed from my account. I was not informed about this. As the amount continued to be debited and I can still use Adobe, I naturally didn't notice. Since I had to update my credit card (reminder also went to THIS account), I only noticed this procedure.

The motivation behind it is clear. I have an old and cheap photo subscription (see invoice). By removing it from my account, I now have to take out a new subscription and pay double the price.
This is the worst business behaviour I have ever come across. I've been a customer for many years and have been using Photoshop and Lightroom for almost 25 years. This is simply not the way to do it.
It's a disgrace!

 

3 replies

Nancy OShea
Community Expert
Community Expert
March 30, 2025

Log-in below.

https://account.adobe.com/plans

 

If you purchased a plan from Amazon, Google Play or Apple iStore, Adobe won't have any record of it.

You would need to contact the vendor you ordered from.

 

Hope that helps.

 

Nancy O'Shea— Product User & Community Expert
Jeffrey_A_Wright
Legend
March 31, 2025

Longtermoser, I can confirm there are no active subscriptions or recent purchases under the account you used to post this public discussion forum. Please see https://adobe.ly/41TGYBN for information on how to request a password reset so you can regain access to the account you used to purchase access to Photoshop. ^JW

Inspiring
March 31, 2025

Jeffrey,

How is that possible? I am logged in with PS and CC with this account, I see my subscription description in CC. When I click on my Adobe account, I don't see a description, but that money is debited every month. Which is ok, because I also use PS. I receive my subscription renewal confirmation every year (for years). Now I wanted to renew the means of payment (because of the reminder to THIS email address) and can't find anything ... 

I changed the email address many years ago, but I can only see the order number (from 2018) in the old account. I can't change the payment method there either. 

But both direct debits and active use run via my current account!

Thanks for the help

kglad
Community Expert
Community Expert
March 29, 2025

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



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