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Félicie5FD4
Participating Frequently
September 16, 2021
Answered

Can't access any apps but still being charged for them / my plan has disappeared

  • September 16, 2021
  • 3 replies
  • 2939 views

Hi,
I have been paying for a student discount plan for more than 2 years now, and it suddenly stopped working since at least august (it states that my free trial has now expired even though I wasn't on a free trial but on an actual plan), and I'm still being charged monthly. On my creative cloud account I have no trace of ever having a plan, no billing history, everything has disappeared, the only evidence I have that I have been paying for 2 years are the payment confirmation emails from Adobe.

So I tried reaching out to the support team with the chatbox, the only problem being that i CAN'T because it says that I need to contact my "administrator" for help, so I can't even access the chatbox and start a conversation. And I have no idea who that is in my school and in order to find out who they are on my adobe account, adobe says I need to go check in my "plans" section.... But my plan isn't visible so I have no way of knowing who to reach out to.... And I can't call the support staff either since it says I need to have an active plan in order to be able to do that, and apparently I don't.

It's really upsetting because I'm still paying for services I'm not able to access and which I desperately need for school.

I really need help because I have no idea how to fix this since I can't seem to be able to get in contact with anyone on the support team.

Thank you in advance to anyone who has any advice!

This topic has been closed for replies.
Correct answer Félicie5DAD

Yessss thank you so much that was it! I guess i got disconnected and then logged in with the wrong account.. 

Thanks for your help

3 replies

Vikrant R
Vikrant R
Inspiring
September 16, 2021

I tried looking up your account. There seem to be two accounts, one personal Adobe ID and one SSO/Federated ID provided by your school. When you're signing in and enter your complete email, and then choose the Personal Account, followed by the password. Your plans details and history will be available under this account.

 

 

    F
    Félicie5DADCorrect answer
    Participant
    September 16, 2021

    Yessss thank you so much that was it! I guess i got disconnected and then logged in with the wrong account.. 

    Thanks for your help

      John T Smith
      Community Expert
      John T SmithCommunity Expert
      Community Expert
      September 16, 2021

      I'm sorry, but this is a public forum... other users here can't give any help with an account problem

       

      If you are using a school supplied email you will have to find someone at your school to help

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        September 16, 2021

        check your account to verify your subscription is what you expect and to verify your adobe id, https://accounts.adobe.com

         

        if that shows what you expect, sign out and then back in to your cc desktop application using the same adobe id used to verify your subscription: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

         

        if that does NOT show what you expect, using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

        click contact us (= cryptic icon in the lower right)

        in the chat field, type AGENT
        be patient, it can take quite a while to reach a human

        F
        Félicie5FD4Author
        Participating Frequently
        September 16, 2021

        I'm not able to do any of those things, as I have said above, there is no sign of my subscription even existing in my account.
        And like I said I can't access the chatbox either...

        I'm linking screenshots so you can see what I mean.

        The last one is what I get when I click on the chat icon.

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        September 16, 2021

        follow directions

        contact adobe support

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