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Piotr22157885qkxl
Participant
May 13, 2023
Answered

Active license on personal account and Admin Console at same time

  • May 13, 2023
  • 1 reply
  • 633 views

Hi,
I Had an active Creative Cloud license for personal account 24,99 € / month, but after some time i started a company so switched to more expensive plan for 73,49 € / month, with all apps for business.

I was switching plan through Creative Cloud Site for the new one. so I thought that the "upgrade" will cancel the old one and get me a new plan update. I Was wrong.

First issue: Now i get 2 invoices every month, pay double and get charged for 2 plans at the same time
If i want to cancel the first license (which I think should delete automatically) Adobe wants me to pay 50 euro for cancelling the plan.... Thats sad.
Second Issue: I had 100gb cloud, the new plan contains 1TB storage, If i cancel the old plan, the 100gb of files will be gone..

How to not get charged again for canceling if I already payed double few times since i noticed it?
Is there any possibility of a refund?
Will the files from 100GB personal cloud transfer to 1TB new cloud after canceling?


This topic has been closed for replies.
Correct answer kglad

you won't have a penalty if you explain to adobe support that you wanted to change plans, not just cancel one before your one year subscription ended on your first plan.

 

but yes, you need to (quickly) move the files from your old account before canceling, https://helpx.adobe.com/enterprise/kb/transfer-assets.html

 

there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

 

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1 reply

kglad
Community Expert
kgladCommunity ExpertCorrect answer
Community Expert
May 13, 2023

you won't have a penalty if you explain to adobe support that you wanted to change plans, not just cancel one before your one year subscription ended on your first plan.

 

but yes, you need to (quickly) move the files from your old account before canceling, https://helpx.adobe.com/enterprise/kb/transfer-assets.html

 

there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

 

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    P
    Piotr22157885qkxlAuthor
    Participant
    May 16, 2023

    Thank you very much for help.
    The Adobe Virtual Assistant helped me to cancel the subscription without getting charged for cancelation.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    May 18, 2023

    you're welcome @Piotr22157885qkxl, and thank you for the update.

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