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How do I Remove a License from my Team Plan?

Forum|Forum|5 years ago
January 18, 2021
返信数 11.
83725 ビュー

I have a Teams Plan which includes 3 Adobe Acrobat licenses for my work team, however we now only require 2 licenses. I have been going round in circles trying to see if I can amend my plan with no luck whatsoever. None of the help pages provide any correct or useful information and there is no where to have a live chat that I can see either as it just links back to the same 'help' page.

Please can someone advise how I can actually amend my plan? Or speak to someone at Adobe that can do this for me? Either this or I will cancel the plan altogether and set up a new one, but I cant even see a way to cancel the plan either! Please can someone help?

Thanks in advance!

解決に役立った回答 Anshul_Nautiyal

Planning to Cancel or Remove Licenses from Your Adobe Teams Subscription?
Before taking any action, it's essential to understand how Adobe Teams Subscription licenses work to ensure a smooth process.

When managing Adobe Teams Subscriptions, there are two types of licenses available:

Direct Licenses (Purchased from Adobe.com)
As a system administrator, you have flexibility with license management. Here's how it works:
- Managing Licenses During the Renewal Window
  - The renewal window opens 30 days before the renewal date, during which Adobe will send you an email with details about products, quantities, and pricing.
  - Any adjustments you make (e.g., adding or removing licenses) will take effect on the renewal date.
  - How to View Renewal Details
  - Sign in to the Admin Console.
  - Navigate to the Account tab.
  - Click "View details" under the Renewal section to review or update your plan.
  - For additional information, refer to the documentation: Direct Business Renewals.
- Managing Licenses Outside the Renewal Window
  - To cancel additional licenses outside the renewal window, contact Adobe Support.
    Note: An Early Termination Fee (ETF) may apply. For more details, visit Adobe Subscription Terms.

Indirect Licenses (Purchased Through a Reseller)
If your subscriptions were purchased through a reseller, please contact your reseller directly to change your contract, including adding or removing licenses.

By understanding these processes, you can better manage your Adobe Teams Subscriptions while avoiding unnecessary fees or delays.

Rickard5E89

Participant

This is rediciolous, there shoould be a much simpler way to remove licenses. Every now and then I have to explain to my managers why it is so complicated, and everytime he is questioning if we should use Adobe at all because of this.. When you charge a premium, the user experience should reflect that, make it better!

A

Anshul_Nautiyal

Community Manager

Hi @Rickard5E89

Thank you for sharing your feedback, and I’m sorry to hear about the challenges you’ve experienced.

If you’re looking to reduce the number of licenses or adjust your subscription, you can follow the steps outlined in the following guide: https://helpx.adobe.com/enterprise/using/cancel-teams-subscription.html#Cancelyourteamssubscription

If you don’t see the Cancel option, please note that this capability is being rolled out gradually and may not yet be available for all accounts. In that case, you can go to the Support tab in the Admin Console and select Start chat to contact Adobe Customer Care for further assistance.

Please let us know if you need any help navigating the process.

Regards,

^AN

RetekAdbe

Participant

what a load of bs this whole mess is

A

Anshul_Nautiyal

Community Manager

Hi @RetekAdbe

Thank you for reaching out. Could you please share more details about the issue you are experiencing? This will help us assist you more effectively.

Regards,
^AN

Participant

Participant

Just in case, I’ll explain: we’re talking about reducing the maximum number of licenses (16 in the picture)

Kevin Stohlmeyer

Community Expert

@andrey_8112 You should contact your account rep to negotiate the new terms of your Teams agreement.

J

Jonathan5E63

Participant

We have 10 unassigned Pshop and 10 unassigned substance 3D that need to be returned today.

kglad

Community Expert

they can be returned ~1 mo before your plan renewal date.

J

Jonathan5E63

Participant

And how can you do it?

J

James24452407znkp

Participant

what is the purpose of only being able to adjust licenses during a renewal period?

kglad

Community Expert

it makes no sense to terminate early because you still have to pay for all annual licenses.

J

JR23708974hrry

Participant

You're not terminating early. You're marking for only the desired number of licenses to be renewed in the future. All paid for licenses can be used until that date.

D

defaultk7kcrraai8dp

Participant

This is defnitely not "solved" that is misleading to tag this post as if this was a legit answer. I was notified I was inside the renewal window, but the teams portal has no method to reduce any licenses. You can delete users or shuffle who is assigned to licenses, but you can't select anywhere to remove this. The FAQ even shows screenshots of portal admin screens which don't exist! And if you have a license in a "personal account" you also cannot cancel. So you end up calling a person at 1-800-685-3570 and pressing 3 and waiting hold while they review your account. Just try to be clear about what you need (downsizing the # of licenses) so you can do that before it auto-renews at a higher price than last year.

Abambo

Community Expert

This is defnitely not "solved" that is misleading to tag this post as if this was a legit answer. I was notified I was inside the renewal window, but the teams portal has no method to reduce any licenses. You can delete users or shuffle who is assigned to licenses, but you can't select anywhere to remove this. The FAQ even shows screenshots of portal admin screens which don't exist!

You are simply wrong with this. The admin console does allow for reducing the number of licences, if needed, during the renewal period. I've done this before multiple times, when a person left the company. I've also added licences when required. All works transparently through the admin console. As a side note: all administrators get an e-mail, when the renewal period starts.

And if you have a license in a "personal account" you also cannot cancel.
By @defaultk7kcrraai8dp

When you have a personal account, you can't manage that account via the admin console. That sounds logical to me, as it is a personal account. For that, you must go to https://account.adobe.com/plans. Make sure that you are signed in to the personal Adobe ID and not the business ID (you can have both on the same e-mail, but you can't be signed in on both at the same time). Click “Manage plan” for the plan you want to cancel and cancel it.

ABAMBO | Hard- and Software Engineer | Photographer

J

JR23708974hrry

Participant

"during the renewal period" is intentional. There is no need to wait for a renewal period when you want to reduce the number of licenses before then. Surely Adobe can figure out how to make this easier for Admins. Right now it has the feel of easy to buy, hard to cancel.

lawrenceg52334801

Participant

I have found removing licenses to be ridiculous with Adobe. Our company has 60 licenses and we pay monthly but I had to contact their licensing department specifically. I spent over a 1/2 hour repeatably telling them I wanted to remove 4 licenses and then lost the chat. I then received an email saying they did not process the cancellation since the chat was dropped. I responded to that again noting I just wanted the 4-licenses cancelled and I have still not heard back. I am not sure what is wrong with Adobe other than being greedy, let me cancel the license it can stay active to the end of the current billing period I really don’t care, just make the process easy. It really is not difficult, they let you buy a new license in 30 seconds?

T

Test Screen Name

Legend

Were you definitely in the renewal period for the licenses?

lawrenceg52334801

Participant

That issue was not discussed with the person from Adobe, I ask how to remove licenses they said they would need to transfer me and then next person said yes they could help with that. I then had to confirm multiple time that Yes I wanted to remove 4 license and not once was it brough up I might need to be in a renewal period. That aside the person was reviewing our account and I am sure could see these 4 license had been unassigned for months. As noted earlier we are on a monthly account, so the renewal is coming up in 10 days. Do I need to call at midnight on the 31st????

T

Thomas25045448xkuz

Participant

They want you to contact customer service so they can push you make you a customer retention offer. We were in a similar situation and out our renewal period and got two offers after trying to cancel 2 of the 5 memeberships we had. In the end we got a 8 months at 34% of listed price.

1st offer

2nd offer

A

awrightBRP

Participant

Hey all; I didn't find a straight forward message here so I wanted to post how what I found.

My renewal is coming up and I wanted to get rid of a license and no where in the admin console is there a remove or cancel or don't auto renew button. Very frustrating. I've found now that the only time to mark the licnese to not auto renew is in the month before the renewal. I haven't found another way to do it.

Steps:

- On adminconsole.adobe.com, sign in and go to the "Account" Tab (from the top menu)

- Then click "Account" on the left side bar menu and if you are in the month before the renewal you will have a "Renewal" section on the page, right above "Products and Licenses"

- Click "Update Plan" and "No thanks, let me continue" to any pop ups.

- This next page is where you can change how many of the licenses renew. (Screenshot below)

Once you are happy with the updated license amounts, click "Continue".

Then click "Save Changes" to the renewal plan.

Then once the renewal date comes up. Your account will update your new license configuration.

Hope this helps.

Cheers,

-A

Abambo

Community Expert

It's documented here: https://helpx.adobe.com/enterprise/using/direct-business-renewals.html

ABAMBO | Hard- and Software Engineer | Photographer

A

awrightBRP

Participant

It would be helpful if that article comes up when you search "remove license" or "don't renew licenses". That linked article isn't useful if no one can find it.

Bani Verma

Community Manager

Hi there,

A license is committed for one year or prorated to the anniversary. If you have purchased your Teams membership directly from Adobe.com, you can remove licenses from the Admin Console during the renewal period.

To remove licenses outside of the renewal period, navigate to Adobe Admin Console > Support to contact us.

Hope this helps.

R

Rebecca5C78作成者

Participant

That's really helpful, thank you so much!

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