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Patryk33964463512m
Participating Frequently
July 16, 2025
Question

Why does Adobe make it impossible to cancel licenses??

  • July 16, 2025
  • 1 reply
  • 387 views

I'm at the 30 day renewal timeframe, and there is no "change plan" button.  On top of that, I tried talking to support twice so far, and both times the agent literally disconnected rather than actually remove the licenses. 

    1 reply

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    Patryk33964463512mAuthor
    Participating Frequently
    July 16, 2025

    and I copied the chats as proof.  One of them literally tried to make up that I was having issues, and that's why I was cancelling, and refused to help.

    So far Darshita and Siddharth both disconnected the chat rather than help.  I'm going to keep chatting and listing names, so that hopefully someone can do something about it.

    A
    Community Manager
    Anshul_NautiyalCommunity Manager
    Community Manager
    July 16, 2025

    Hi @Patryk33964463512m ,

     

    Thank you for reaching out.

    Based on your query, it appears that you're unable to modify the plan or update licenses associated with your current contract. We understand that you've also submitted a support request regarding this issue.

    To update your renewal plan, please follow the steps below:

    In the Admin Console, go to the Account tab and click Update plan under the Renewal section.

    Modify the products and number of licenses as needed, then click Continue.

    When reducing license count:
    a. Select the appropriate options and click Continue.
    b. If a promotional offer appears, click Accept, then click Continue.

    Review your changes and click Save Changes.

     

    However, the reason you're currently unable to view the Update plan option is because your Renewal Start Date is 17 July 2025. This functionality becomes available only once you're within the eligible renewal window.

    Since your support case is still active, we recommend replying directly to the email you received from Adobe Support to indicate that the issue remains unresolved. Alternatively, you may retry the steps above after 17 July 2025, when the renewal window opens.

    Please let us know if you need any further assistance.

    Regards,
    ^AN

    P
    Patryk33964463512mAuthor
    Participating Frequently
    July 16, 2025

    As per the contract details, it shows 30 days before renewal.  Given that we're given a 30 day window and it says 30 days, you'd think it would give me the option.  On top of that, you'd also think that support would actually listen when you ask to have licenses removed, instead of hanging up the call.  I waited and got disconnected in chat twice so far.  At least one of them (unsure which one) emailed me to continue helping, but the first rep (Siddharth) tried to first sell me on discounts because, in his own words:

    I have 4+ years of experience working with business customers across industries. I have seen the issue you described earlier with a few other customers. I’ll quickly help you with the best possible resolution from my end. I will have a look on your account to see the best resolution that I have for you.
    which is patently ridiculous when I was not complaining about any issues, I was asking for extra licenses to be removed since they are no longer in use!

     


    Overall, I have found (and still find) that Adobe does everything in its power to STOP you from cancelling, which is morally repugnant at best.

     

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