Adobe forcing customers to change subscription plans?

[Meow2212]

Hello,

I was logging into Adobe.com to update my payment details and noticed that whilst the Adobe.com accounts page directs you to the Adobe Store to manage payments, I was getting constant errors no matter what I did:

After speaking to two chat agents, I'm learning that Adobe previously outsourced my subscription to Digital River, since "Adobe Store were not available for some of the countries then digital river use to work for them to make the purchase as it is authorized by Adobe". Now since there's some relationship issue or payments issue or some issue between Adobe and Digital River, I can't update my payment details.

The chat rep then very kindly and smoothly offers to cancel my current subscription and re-subscribe me on the Adobe.com direct subscription because it will resolve my payments issues as no extra charge.

My frustration here is:

1. Why wasn't this communicated to me as a customer? Why did I have to wait till there was some issue with payments to find out from a chat rep that this was happening?
2.  When I probed to understand the context behind this, I don't get clarity beyond pre-packaged responses and an apology. I understand the rep's situation but I do also want to understand how my subscription T&C changes with this. Yet I can't get that answer out of the rep.
3.  The way this has been managed feels like I'm being forced into a new contract with Adobe, under the pretense of 'oh we're making life easier for you! Check it out you can now make payments easily since we locked you out of the other one!'

I'd like to understand:

1. Are there others experiencing this issue as well?

2. Are there any concerns I need to be aware of with cancelling my current 'defunct' subscription, and signing onto a new one with Adobe.com directly?

[alefacal]

Hello, February 2024, the same thing just happened to me, I was able to communicate through X, but they gave me the same solution.
Let me unsubscribe and come back.
I am not satisfied with that solution.
I live in Argentina, where we are going through economic problems, which means that international payments by credit card, in my country, have around a %100 surcharge on taxes.
What I mean is that I have been paying the same amount for about 6 years now.
And if I unsubscribe, my tax situation complicates.
That's why I want to continue as I am, and only update the details of the new card.

[kglad]

@alefacal 

these are user forums. ie, no one here can help you wrangle adobe support.  you need to contact/recontact them if you think your argument is persausive.

[marknicholas88]

Nonesence. If other community group members have been through the same ringer then they can offer advise advise and support. That is the whole purpose of this forum. Just because you haven't had this issue doesnt mean it should be ignored. 

[kglad]

i have more experience than anyone else using the adobe forums and more experience with this forum than anyone else.  only adobe support can help you.

if you have open tickets, you can use them to continue contact with adobe support.

[marknicholas88]

Yes I am having exactly the same issue

[kglad · Accepted solution]

@marknicholas88 

contact adobe support. 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-com...

[marknicholas88]

Thanks. I have been in contact with them most of today via the online chat. I got through to a human this evening who seemed to understand and said he will email me.  

[marknicholas88]

Resolved now. I won't post how it was resolved on here as it doesn't seem to have affected anyone else other than @Meow2212 . If you want to know more please DM me. 

[Mar84]

Hey there! April 2024, I have the same issue, I can't change the payment method (my card was stolen and not working anymore) and I just found out that my subscription is throug Digital River. Adobe asks to cancel my current subscription (an student plan) and charge more than the triple without taxes (I'm from Argentina too). I can't pay the difference and there's no current workaround for me. Can you help me?

[kglad]

@Mar84 

contact adobe support, though i suspect you'll need to contact digital river.

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, 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/x:
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.

[Mar84]

Thank you, I already talked to an adobe support agent but the answer was change your plan and subscription.
I reached to DR through a form on their website but I have 0 hopes to get a reply =(

[kglad]

what is the downside to adobe's suggestion?

[Mar84]

It's almost 3 times more expensive than my actual subscription =(

[kglad]

that is a downside, but is adobe offering a student subscription, too?

[Mar84]

Yeah, it's a student subscription but much more expensive. They say that the amount I'm paying is not updated and they can't keep it that way... it's not like I had the chance to purchase my subscription directly from them when I did and now they force you to cancel your current subscription and pay the amount they want because they no longer work with DR (wich is insane because in DR website they say "2024 adobe gold partner". The thing is thay you don't have an portal to access your account from DR and from the adobe profile you can't access the payment method... it's a no brainer.

[kglad]

ok

[marknicholas88]

Did you manage to sort it out ?

[marknicholas88]

When we bought these plans we bought them from Adobe on the Adobe web site under our Adobe account. It is only after the transaction and you get the invoice / receipt by email that you are informed that the seller is Digital River. If Adobe have fallen out with Digital River then that is not our fault and the matter should be rectified by Adobe. 

There is a total lack of transparency on this. 

[kglad]

@marknicholas88 

do you own or administer a teams or enterprise subscription?

[marknicholas88]

No I just have two personal plans. “Adobe Acrobat Pro” and “Photography Plan (20GB)”.

[kglad]

ok.  (your mention of "we bought" made me think you had something else.)

[marknicholas88]

Anyways thanks for your helping hand. 

[kglad]

you're welcome 

[marknicholas88]

I have a Microsoft 365 account. Why do you ask ?

[kglad]

because you said, "we".