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Adobe just canceled 5 years of my CC subscription!

Community Beginner ,
Jun 06, 2023 Jun 06, 2023

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Cannot believe this: Adobe abruptly cancelled my CC All Apps subscription because of suspected fraud — immediately after I redeemed 3 legitimate redemption codes.  I had 5 YEARS of credit on my account, now all gone.  I've spend the last 3 hours on Adobe chat and phone.  They can see the missing 5 years, but are telling me they technically cannot restore it.  I will need to buy it again.  Same message in chat, on the phone, with supervisors and their supervisors.

Most of the codes I redeemed were purchased direct from Adobe years ago.  The rest were from authorized resellers.  But even if I were to provide Adobe with these receipts & codes, they tell me there's nothing they can do to restore those 5 years.  I don't get it!

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Account management , Billing

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correct answers 1 Correct answer

Adobe Employee , Jun 06, 2023 Jun 06, 2023

David, I am sorry that the previous subscriptions under the account were invalidated. Please use the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to make any necessary updates to your active support case ADB-29625259-Q5Z9. The case is currently pending your response and will automatically close if we do not receive a response.

 

I do appreciate that this is a frustrating experience. I would encourage you to consider using a plan managed directly

...

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Community Expert ,
Jun 06, 2023 Jun 06, 2023

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not much can be done in the forums where we're users and it sounds like you've already contacted more than one adobe employee and heard the same thing.

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Adobe Employee ,
Jun 06, 2023 Jun 06, 2023

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David, I am sorry that the previous subscriptions under the account were invalidated. Please use the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to make any necessary updates to your active support case ADB-29625259-Q5Z9. The case is currently pending your response and will automatically close if we do not receive a response.

 

I do appreciate that this is a frustrating experience. I would encourage you to consider using a plan managed directly on Adobe.com when the current paid plan through a redemption code ends.

 

For future viewers of this discussion, please see https://helpx.adobe.com/download-install/kb/redemption-code-help.html for information on redeeming a redemption code for Adobe software or service. Additional information on managing an Adobe membership or subscription can be found at https://helpx.adobe.com/manage-account/using/change-plan.html with different options for purchases made directly through Adobe.com.

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New Here ,
Jun 26, 2023 Jun 26, 2023

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I feel your pain. I've had a similar issue recently which I shared in this forum earlier. It is clearly not appreciated legitimate redemption codes are added to a very long running CC membership. Despite not being a rant or against het community guidelines, that post was removed.
My Creative Cloud subscription got cancelled just like that. Reason: The Adobe Genuine Team found 'fraudulant behaviour' being detected with my account. No prior notice and no possibility of rebuttal. Poof, everything inaccessible.


First thing I thought: My account has been hacked into. But this turned out to not be the case.

What else? The only thing I could think of - but of course the reason for cancelling has never been disclosed to me - is that I had a couple of Logitech products (2 MX Keys, 1 MX Keys Mini and 2 MX Master devices) for which I was eligable to get 1 free month of CC, 5 months in total. For those products I had to upload my invoices (from Amazon and another company) to a Dutch company designated by Logitech to check and give out an Adobe partner offer link for each eligable product. With each link 1 month could be added to my CC subscription. Everything worked fine but without contacting me first 'The Adobe Genuine Team' pulled the plug on my subscription... and the remaining couple of free months. Is that even legal when having a running subscription contract?
btw I have been a paying customer for CC since 2014 and had software licenses on Adobe products starting in 1994 (PS 3.0). I have also been a Photoshop beta tester for several years. Yes, I am that old. 😉


I can prove the 5 months to be legitimate with invoices, partner offer registration approval e-mails and their corresponding e-mails with the partner offer links.
Yet, according to the chat agent, the only option was starting a new subscription for which I was offered a discount. Still does not feel right, though as I did nothing wrong.
You can't talk to anyone about this, you can't e-mail anyone about this and the chat agent - although helpful with adding a new membership to my account - can't do anything but forwarding our conversation to somewhere 'upstream' to have a look at the issue. Still waiting for a response... and an apology. Nothing sofar.

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Explorer ,
Oct 30, 2023 Oct 30, 2023

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Unfortunately yes, you're right, I'm struggling to solve this with Adobe and nodoby seems to care, so the only option it's piracy..It sucks but that's life. I tried to sue Adobe but the procedure it's way too complicated because I'm not from USA. 

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Community Expert ,
Oct 30, 2023 Oct 30, 2023

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@robi10101298 

 

are you in contact with adobe support?

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Explorer ,
Oct 30, 2023 Oct 30, 2023

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Yes, all of the agents are ignoring my messages, superiors only put me to
pay a huge price per month even if I had a valid subscription, so yeah, I
think I'll go to the court even if it's really complicated because I'm sick
of greedy corporations who doesn't care about their customers

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Community Expert ,
Oct 30, 2023 Oct 30, 2023

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make sure you're checking and responding to adobe requests for info:

 

https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

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Explorer ,
Oct 30, 2023 Oct 30, 2023

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All the cases appear as closed on my account and as said, Adobe refuses to replace my keys because of ,,fraudulent activity " even if the system marked them as valid...This is definitely not fair and this happening only because we're not paying directly to Adobe a fee, but luckily, there exists piracy and I'll stop spending money into their business due to this lack of help and complete ignorance.

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Community Expert ,
Oct 30, 2023 Oct 30, 2023

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there are no keys/serial numbers associated with adobe subscriptions.

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Explorer ,
Oct 30, 2023 Oct 30, 2023

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There are for Adobe Creative Cloud all apps, I was able to redeem them and successfully use the product for 3 months, but again, Adobe seeing that I didn't pay directly to them a monthly fee, they terminated my account and this is not fair

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Explorer ,
Oct 31, 2023 Oct 31, 2023

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I solved this by paying again 78 euro for 1 year to the greedy adobe corporation using a 2nd account...This is not fair but I couldn't find other solution.. 

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Community Expert ,
Oct 31, 2023 Oct 31, 2023

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post a link to the site that shows what "keys" you were purchasing.

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Explorer ,
Oct 30, 2023 Oct 30, 2023

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Yes, all of us are ignoring my messages...They simply say that a superior will call me between an establish time frame given by me, and nobody is calling me...After insisting a lot via chat, I got a final answer that I'm only eligible for a free trial of just 3 month, and after those 3 months I need to pay the ,,special price" of just 35€ which it's huge. 3 months are not OK and definitely not enough since I had a valid subscription until Sept 2024, and nobody doesn't even seems to care... I'll search for a lawyer because I'm sick of greedy corporations who are simply ignoring small customers

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