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Cailee279560467dyt
Participant
January 18, 2024
Answered

Suspended subscription but I canceled my Photoshop sub?

  • January 18, 2024
  • 3 replies
  • 2678 views

Hi! Basically, I had canceled my Photoshop sub during a period where I would not get a late fee. I had received the cancellation confirmation email and all was well until I got an email today informing me that my "Adobe subscription has been suspended." My main worry is that is it says: "Your subscription has been suspended. We have attempted to contact you to update your payment information, but the payment has failed. During this suspension period, you will lose access to the paid tools in your subscription; however, you will retain access to your Account and any Content within our free user storage limits. We will continue to attempt to collect payment for the remainder of your subscription term. Once payment is received, your subscription access will be fully restored."

 

The plan it had suspended was the one I had canceled (Photoshop). I'm a bit confused. Does this mean that they are still charging me for a canceled subscription or is this a normal email to receive after cancellation? I have checked and can not find any other trace of plans that would have prompted this. Thanks for any advice, this email is a bit confusing.

    Correct answer Cailee279560467dyt

    So after talking to support, it's just a confirmation email and there will be no further charges to my account. Man, I wish the email wasn't worded like it was still charging me, but I will leave this here in case anyone else receives the email! 

    3 replies

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    ebart102928
    Participant
    June 24, 2024

    I too cancelled my Photoshop subscription and received this email. 

    The wording "We will continue to attempt to collect payment for the remainder of your subscription term" is what threw me off. I DO NOT want this to be restored, nor do I want them to keep trying to attempt to collect payment. I cancelled for a reason. Don't be clingy, makes me want to not come back. 

    Adobe content / marketing team - Please update this auto email. The messaging is concerning and (hopefully) doesn't adequately represent Adobe. Its giving "clingy ex" after being told space is needed. 

     

    Thank you Cailee for starting this thread. I had this same question and this helped me not feel so worried about what may be happening.

     

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      ArtuKam
      Participant
      July 7, 2024

      Also just had the email come through after cancelling my subscription - the hostile nature of this email is super off putting but I'll paste a screenshot here in case people want to see the whole email in question.

       

      Echoing the above sentiment, thank you Caillee for starting this.

       

       

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      Edgegazza27
      Participant
      April 22, 2024

      Thanks for posting this. Just received similar after cancelling my after effects subscription last month during the period so I wouldn't get a cancellation fee. Replied saying it's not the best worded reply and UX as a loyal Adobe user who may come back to the fold. So hopefully someone from customer services reads these messages and appreciates that people have many reasons for dipping in and out of subscriptions (and after all, the model facilitates that so why the message?). Thanks 

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      Cailee279560467dytAuthorCorrect answer
      Participant
      January 18, 2024

      So after talking to support, it's just a confirmation email and there will be no further charges to my account. Man, I wish the email wasn't worded like it was still charging me, but I will leave this here in case anyone else receives the email! 

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