Additional pay

[Anas271218989ey9]

I had a plan for one year with Illustrator (24,39 €/mo), and now I pay an additional plan (36 euros) which I didnot choose. What to do please ?

[kglad · Accepted solution]

use a browser that allows popups and cookies and contact adobe support by clicking 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

p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.s. you can also use twitter to tweet @AdobeCare

p.p.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-com...

[John T Smith]

1 - if you did not cancel your subscription, it automatically renews

2 - if you had an introductory price, the fee goes up for the next year

[LinSims]

The first year of a subscription has a discounted introductory price. After the first year is finished, the price goes up to the standard cost for a subscription.

Adobe also raised subscription prices at the end of April. If you had an annual plan paid in full at the start, this did not affect you until the subscription renewed. Your subscription was for an annual plan that was paid in monthly installments over the year, so your monthly price increased.

https://helpx.adobe.com/x-productkb/policy-pricing/subscription-price-increase2022-individual-plans....

One or both of these probably explain why your monthly price is higher.

[kglad]

@LinSims & @John T Smith 

the op says they have an unchosen additional plan, not the same plan for an increased cost.

[LinSims]

I read that as the subscription being renewed, not a new one being added. I'm guessing @John T Smith did, too.

@Anas271218989ey9, if you are being charged for two separate subscriptions (with different subscription numbers), follow @kglad's instructions to contact customer support. They're the only ones who can fix this.

If you're asking why the price for the subscription is higher this year than it was for your first year, then the difference between the introductory price and the standard price, plus the rise in the standard price, probably explains why the price this year is higher than the price last year. You can still follow @kglad's instructions if you want to make sure what the subscription price is supposed to be for you. 

[Anas271218989ey9]

Exactly, I didn t choose the additional plan. The billing history is like that:

Sept 14 / 2022 = 24 euros

October 14/ 2022= 24 euros

October 15/ 2022= 36 euros

November 14= 24 euros

November 15= 36 euros 

[LinSims]

Posts passing each other ...

Then yep, @kglad is right.

[kglad]

again, contact adobe support.