Participant

Answered

"This purchase is not supported" - Can't upgrade from Photography plan to Creative Cloud (Monthly)

Forum|Forum|4 years ago
August 4, 2021
5 replies
14895 views

Hi all,

I'm trying to upgrade from my Photography plan to Creative Cloud, the monthly plan for £75 (I can not commit to an entire year and am happy to pay the 50% surcharge). When I try to make the purchase, I get an error stating that "This purchase is not supported". My payment details are up to date and I have been subscribing to the photography plan since 2014.

Can anyone help me to fix this?

Correct answer Shivangi_Gupta

Hi @Fetam_Al-Kandari,

We appreciate you reaching out. On checking your account info, I found that you have certain pending dues on your account. You may not be able to make changes to your account before clearing the pending payment. Are you able to see all the subscriptions you have?

Let us know if you have any questions.

^Shivangi

K

koenigsegg_4453

Participant

Hi, I'm having the same issue too. where when i clicked "renew" on the Lightroom Desktop App, It says "purschae is not supported" and "you already owned Lightroom 1TB Plan". When then it says Free Trial Minus -1 Day Left. And today (10 September) is supposed to be the renewal date, but theres no payment notification/ooptions.

I've been going around in circles with no solution in sight. Please help this is troubling my work progress and results for my clients.

Kanikas

Community Manager

Hi koenigsegg_4453,

The subscription has now renewed and Is active. Are you still getting the same error?

Thanks
^KS

K

koenigsegg_4453

Participant

Unfortunately, I'm still getting the same error. I even tried signing out and sign back in. It still says "next payment due on Sep 10 2025". If i cancel the free trial , there is a penalty charge. Even though the free trial is supposed to end.

T

Tanner_Baxter4850

Participant

I have a plan that is up to date payment wise (Lightroom plan) just cancelled it to upgrade to the photoshop and Lightroom plan and this month has been paid for but when I go to purchase I get this error message. I need the full access to Lightroom and photoshop, why can't I purchase?

Nancy OShea

Community Expert

Did you read this about changing plans?

https://helpx.adobe.com/manage-account/using/change-plan.html

Nancy O'Shea— Product User & Community Expert

T

Tanner_Baxter4850

Participant

Never had the option for change your plan. But no issue with payment as it literally just processed yesterday.

R

ruturajkatkar

Participant

Facing the same issue as I'm Switching to a student programme, any practical solution other than getting another account.

kglad

Community Expert

@ruturajkatkar

https://helpx.adobe.com/manage-account/using/change-creative-cloud-plan.html

F

Fetam_Al-Kandari

Participant

i have this issue please fix it to me ASAP

Shivangi_Gupta

Correct answer

Community Manager

Hi @Fetam_Al-Kandari,

We appreciate you reaching out. On checking your account info, I found that you have certain pending dues on your account. You may not be able to make changes to your account before clearing the pending payment. Are you able to see all the subscriptions you have?

Let us know if you have any questions.

^Shivangi

MendorianAuthor

Participant

A quick chat with the chat support solved the issue. Cancelling the photography plan early would've incurred a penalty payment, the error message was just not referencing that in any way. Since I had to pay for it anyway, I decided to let the account run its course and just create a new account for the Creative Cloud plan.

Would have been great if the error message would be a bit more detailed though!