Skip to main content
Tom_Alongi
Tom_Alongi
Known Participant
October 23, 2022
Question

Adobe Won't Remove (and Stop Charging) for Extra, Unwanted License

  • October 23, 2022
  • 1 reply
  • 613 views

Has anyone here encountered the problem of getting Adobe to stop charging for extra licenses that you have removed from your account?

I am the owner of my law firm—and the plan administrator. For some three months now, my office manager and I have tried to remove an extra Acrobat license we no longer need. On the last occasion (Sept. 28), I personally logged onto the Adobe website (while my office manager watched) and removed the Acrobat license.

Now I just got another bill for the month to come ... and the extra license is back up there. Before I consult with the attorney general's division for consumer fraud or take some other dramatic step, can I ask who else might have dealt with this ... or who could tell me what subtle cancellation nuance I'm missing?

We're getting pretty angry over here.

 

Tom

This topic has been closed for replies.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 23, 2022

your subscription can be changed on your renewal date.  so, if you subscribed for 10 licenses on 10/23/21, and tried to removed one on 7/23/22,  you would continue to pay for 10 until your renewal data 10/23/22.  it's during your renewal period that you would inform adobe that you want to change you licensing terms from 10 to 9 users.

 

if you need further clarification, contact adobe support by using the contact tab of your admin console.

Tom_Alongi
Tom_AlongiAuthor
Known Participant
October 23, 2022

I did. Of course I did. In fact, I was on hold with them while I posted the thread above. I gave up after 30 minutes. They didn't even offer the courtesy of a recorded message estimating my wait time or telling me where I stood in their queue. For all I knew, I would have sat there for hours.

 

The automated chat didn't work either. It kept claiming it "didn't understand" my query and wanting me to explain it another way.

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
October 23, 2022
quote

The automated chat didn't work either. It kept claiming it "didn't understand" my query and wanting me to explain it another way.


By @Tom_Alongi

Type "cancel licence":

I've just tried that with https://adminconsole.adobe.com/support.

 

ABAMBO | Hard- and Software Engineer | Photographer
Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices