Participant

Question

Assistance, Finance & Access

Forum|Forum|4 years ago
June 18, 2021
4 replies
519 views

Why is it so hard to speak to someone from Adobe directly?

I have been charged after using the Trial for Lightroom and the Photography package. I can see I have been billed on my account but cannot download or see where this can be cancelled - all the possible accounts I could have registereed ths under has been cheecked.

Is possible to actually understand what is going on or for someone from the accounts or IT access department to speak to me about this, otherwise I'll be going straight to my bank to reverse the charge.

This topic has been closed for replies.

Nancy OShea

Community Expert

1. Open CC Desktop App.
2. Click your Avatar (top right image) > Preferences > General tab > Settings. Select "Always keep Creative Cloud up to date."
3. Click on your Avatar again.
4. Sign-out of Creative Cloud.
5. Close all apps.
6. Restart your computer.
7. Open CC Desktop app.
8. Click your Avatar.
9. Sign-in with your paid ID and password.

Nancy O'Shea— Product User & Community Expert

Peru Bob

Community Expert

See here:

https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

Peru Bob

Community Expert

Please go to Adobe Customer Service (make sure to sign into your Adobe account first):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

John Waller

Community Expert

First step is to download the Adobe Cloud desktop app

https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

Once installed, use the Desktop app to download the apps you've subscribed to.

You also use the desktop app as your hub for updates.

B

Bonnie*

Participant

Hi John,

Thanks for your note.

I have already done that and whenever I use the applications it tells me I have a trial option. It would just be easier if someone could actually talk me through what I am doing wrong.

Kind regards,

Bonnie

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