Hello Adobe Community, We are facing a very serious issue with Adobe that has left our company unable to use any of the Creative Cloud applications we rely on. I want to share this here both for visibility and to ask if other customers have experienced the same. In August 2025, Adobe offered us a discounted renewal for Creative Cloud Pro Team (2 seats).We accepted the offer through the Adobe Portal, where it still shows as Approved with a “Due Now” amount.Later, Adobe told us that to apply the discounted offer they needed to cancel our existing subscription first. They asked us to confirm this by email, which we did.Adobe then cancelled our old subscription but did not activate the new discounted plan.As a result, all of our apps stopped working, and our team has been unable to do its work since then. We have now spoken with more than 10 Adobe support agents via chat and Microsoft Teams. Unfortunately, none have been able to resolve the issue. The only “solution” presented so far is to pay a 100% higher renewal price, even though: The portal clearly shows the discounted renewal as Approved.The cancellation was requested by Adobe themselves, not by us.This is entirely the result of Adobe’s own internal system error. This is unacceptable, because customers should not be penalized for errors in Adobe’s systems or processes. Beyond the pricing issue, this has caused direct service disruption to our business. We believe Adobe should: Honor the approved renewal offer that shows in the portal, orAt the very least, restore our previous subscription immediately (without penalty) until this is properly resolved. My questions to the community: Has anyone else faced an issue where an approved renewal offer was voided due to Adobe’s system errors?Were you able to escalate beyond frontline support, and how did you resolve it?Does Adobe have an established process to handle situations where their own systems fail but customers are left without service? This experience has been very damaging for us, and we hope Adobe leadership takes notice and provides a fair resolution. Thank you

Participant

Question

Adobe Cancelled Our Subscription and Refuses to Honor Approved Renewal Offer

Forum|Forum|4 months ago
October 1, 2025
3 replies
241 views

Hello Adobe Community,

We are facing a very serious issue with Adobe that has left our company unable to use any of the Creative Cloud applications we rely on. I want to share this here both for visibility and to ask if other customers have experienced the same.

In August 2025, Adobe offered us a discounted renewal for Creative Cloud Pro Team (2 seats).
We accepted the offer through the Adobe Portal, where it still shows as Approved with a “Due Now” amount.
Later, Adobe told us that to apply the discounted offer they needed to cancel our existing subscription first. They asked us to confirm this by email, which we did.
Adobe then cancelled our old subscription but did not activate the new discounted plan.
As a result, all of our apps stopped working, and our team has been unable to do its work since then.

We have now spoken with more than 10 Adobe support agents via chat and Microsoft Teams. Unfortunately, none have been able to resolve the issue. The only “solution” presented so far is to pay a 100% higher renewal price, even though:

The portal clearly shows the discounted renewal as Approved.
The cancellation was requested by Adobe themselves, not by us.
This is entirely the result of Adobe’s own internal system error.

This is unacceptable, because customers should not be penalized for errors in Adobe’s systems or processes. Beyond the pricing issue, this has caused direct service disruption to our business.

We believe Adobe should:

Honor the approved renewal offer that shows in the portal, or
At the very least, restore our previous subscription immediately (without penalty) until this is properly resolved.

My questions to the community:

Has anyone else faced an issue where an approved renewal offer was voided due to Adobe’s system errors?
Were you able to escalate beyond frontline support, and how did you resolve it?
Does Adobe have an established process to handle situations where their own systems fail but customers are left without service?

This experience has been very damaging for us, and we hope Adobe leadership takes notice and provides a fair resolution.

Thank you

garyg13721730

Participant

We have faced repeated issues every year trying to renew our Adobe subscription as part of a team for a 501(c)(3). We use Adobe acrobat and Photoshop with licenses for five seats. Around three months prior to renewal, our representative contacts us trying to set up a call based on what appears to be Indian Standard Time (GMT +5:30) while we are Eastern Standard Time (GMT -5). The call is unnecessary, as we simply seek to renew with a pro forma invoice. Despite repeated emails in response with requests to renew, we receive no response and end up in a last minute battle getting it resolved.
This year, in the midst of unanswered emails, we received an offer to update for three years. After the inevitable cancellation, repeated phone calls, and an inordinate amount of consternation and tranfered calls, we managed to renew, but we were told we were not eligible for the three-year renewal.
Once we finally got through the process, we received an email telling us we were being offered three-year renewal. It's all incredibly frustrating and unprofessional.
Clear communicative management is missing, and if the software weren't a propriatary industry standard, we would certainly move on to something else. Someone in management needs to straighten this all out and ensure reps respond to emails in a timely manner to avoid redundant and wasted efforts.

Ugh.

A

Anshul_Nautiyal

Community Manager

Hi @garyg13721730,

Thank you for taking the time to share your detailed feedback and for your continued partnership as part of your 501(c)(3) organization. We sincerely apologize for the repeated inconvenience you’ve faced during the renewal process and the communication challenges you’ve experienced. We will make sure your feedback is forwarded to the relevant team and have someone review your account and follow up to ensure a smoother renewal process moving forward.

We truly appreciate your patience and support.

Regards,
^AN

kglad

Community Expert

did you have a teams or enterprise subscription?

A

Anshul_Nautiyal

Community Manager

Hi @shahin_6136,

Thank you for reaching out and sharing your concern. I am sorry for the inconvenience this has caused. I can see that you have already been in touch with our support team and have received an email from them regarding this issue. I recommend replying directly to that email so they can continue assisting you and help resolve this as quickly as possible.

Regards,

^AN

S

shahin_6136Author

Participant

Hi @Anshul_Nautiyal,

Thank you for your response. We have not received any new email from the support team regarding this issue. We also replied to the original email Adobe sent to us (the one where we were asked to confirm cancellation of our plan so the discounted offer could be activated), but no one has responded to that follow-up either.

At the moment, our subscription remains cancelled, and none of our apps are working. We would appreciate it if this case could be escalated internally, as the issue has been ongoing for days and is severely affecting our operations.

Thank you,

Shahin

Karl Heinz Kremer

Community Expert

This seems to be a Creative Cloud licensing issue, but you posted in the Adobe Acrobat community. I hope you will get a response from somebody at Adobe.

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