Paid for 1-year full renewal license, no software

Question

I'm an existing customer of Adobe Creative Cloud. I have paid full amount during my last subscription renewal in 11 November 2017.

I thought everything was fine until I started seeing subscription expiry warning messages when I logged into my Creative Cloud after that. Initially I thought it would go away because the warning message said it would if I have made payment, but the message continued to show in December 2017. I felt something was wrong, contacted support through chat on 6 December 2017, and was informed that my payment was recorded and that I should just ignore the warning messages.

However starting on 18 December 2017, my Creative Cloud login stopped working, that forbid me to use any of my downloaded Adobe Creative Cloud software. I contact support again in the morning, a support staff checked my account, replied that there's no active plan and closed my chat straight away. Refuse to give up, I contact support again, this time the support after clarifying my payment status and verified that this is actually a technical error. In short, she offered to refund me 11-months and requested me to re-purchase my license, but I requested to just give me a license with previous expiry date without requiring me to make any more payment due to this is a company purchase. The support staff replied saying she needs to escalate this issue to another team and given me a case number (ADB-499277-S9J4).

In noon 18 December 2017, received a confirmation email saying my paid membership has been downgraded to Free membership. I have yet to receive any other email from support team to address my issue today on 19 December 10:00AM. I've tried to contact the regional support phone number in Singapore, waited for more than 10 minutes still can't manage to speak to a human. This is unimaginable since Adobe is such a large company. My works halted for more than a day, datelines are approaching. I still have the chat transcripts and screenshot of the payment in our credit card statement. Any help would be greatly appreciated.

kglad · Accepted Answer

check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://accounts.adobe.com/

if your account shows

a. your subscription is active,

1. sign out and then back in to your cc desktop application using the same adobe id above to verify your subscription: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

2. if that fails, https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

3. if that fails, https://helpx.adobe.com/creative-cloud/kb/cc-reverts-to-trial.html

4. if that fails, using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

if your account shows

b. you have no subscription and you're paying for one

1. using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

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