Can't get an accurate answer from the AI TXT service or follow up? Has anyone else got an odd email

[WasteWaterEd]

We have had a Creative Pro account since 2015 - we are a national NonProfit. Our account is an annual one billed monthly.

Today we got 2 really bizarre emails:

1. Check out what's new in your membership - sent to our old email address

2.  Your student subscription will expire soon! - sent to our correct email address but saying:

"

congratulations on your upcoming graduation!

Our records show your graduation date is approaching. You did it! Unfortunately, only enrolled students are eligible for the Creative Cloud All Apps for student and teachers discounted plan. However, we want to support you in this important transition.

When your current subscription renews on 07-July-2025 (PT), your Creative Cloud All Apps plan for student and teachers will expireand you’ll automatically renew to the standard Creative Cloud All Apps plan where you’ll continue to have access to all your files, assets, and Creative Cloud apps and services. At renewal, your payment method will be charged US$69.99/mo(plus tax) and your subscription will automatically renew monthly until you cancel (price subject to change)."

 No amount of explaining to the online support could get a straight answer as we never had a Creative Cloud All Apps for student and teachers discounted plan!! And our account is still showing our actual plan and billing?

Any suggestions please? I don't want to get double billed?

[kglad]

be suspicious of scams.  otoh, adobe does send emails that reek of scams.  

so, like all questionable emails, check your account directly without clicking any links and without replying to the email.

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from cc services">

[Anshul_Nautiyal]

Hi @WasteWaterEd,

Thanks for reaching out.

As checked, I can see that you have an active Creative Cloud All Apps (Pro) plan associated with the Adobe ID you used to post this query. Could you please confirm if you have any other Adobe ID with an active subscription? This information will help us assist you more effectively.

Regards,
^AN

[WasteWaterEd]

No we don't and I see a bill for $69.99 posted to our credit card today under a different email address? I need that reimbursed please?

[WasteWaterEd]

And I found this on our account and I have no idea where that came from we have never had a student account - we have a nonprofit one?

Education information

Verification failed on May 1, 2025. Please update your information to keep your education discount.

• Education status

  Student until January 1900

[kglad]

who's "we"?

[WasteWaterEd]

The NonProfit who owns this account NOT the one that cliams to be for a student

[kglad]

ok.  this look more and more like an adobe error and not anything nefarious.

nevertheless, this needs to be rectified.  hopefully, @Anshul_Nautiyal will follow-up and help with that.

[WasteWaterEd]

I went back to TechSoup where we got the original subscription: this was their advice?

"Adobe Subscription Price Increase and Classification Issue
Reason for Price Increase and Classification:
Adobe has been transitioning to subscription-based licensing for its products, which may have led to changes in pricing and classification. This transition includes offering discounted rates for various plans, such as the Creative Cloud for Education and Creative Cloud for Individuals, which might have caused your organization to be classified as a 'student'.
Steps to Resolve the Issue:
1. Review Your Subscription Plan:
Check the details of your current subscription plan to understand the specific terms and conditions, including any recent changes in pricing or classification.
2. Contact Adobe Support:
Reach out to Adobe's customer support to clarify the reason for the classification and request a review of your account status. Provide them with any relevant documentation that proves your organization's eligibility for nonprofit or other appropriate classifications.
3. Explore Nonprofit Offers:
If your organization is a nonprofit, consider exploring Adobe's offers for nonprofits through TechSoup. These offers include discounted rates for Creative Cloud and other Adobe products, which might be more suitable for your organization.
4. Update Your Information:
Ensure that all your organization's information is up-to-date in Adobe's system to avoid any misclassification in the future.
By following these steps, you should be able to address the issue and potentially find a more suitable and cost-effective subscription plan for your organization."

We would just like our old subscription back - and by my reckoning if we 'graduated in 1900' that would make me HOW old?

[kglad]

1900?  that would make you dead.

[Kanikas · Accepted solution]

Hi WasteWaterEd, 

We hear you! I would suggest you to kindly click on the link below and start a chat with our Adobe support team: https://adobe.ly/4kql1QI;

Hope this helps. 

^KS

[WasteWaterEd]

NOT solved - here's the response I got:

ok so here's the threada https://community.adobe.com/t5/account-payment-plan-discussions/can-t-get-an-accurate-answer-from-th...

You said

the last post was an apology from Adobe for classifying us as a 'student' where I apparently graduated in 1900!! (:

You said

our previous non profit billing for Creative Pro was $30+ and overnight it went up to $60+?

Bhoomika

Agent said

May I know are you still a student?

You said

not since 1975!!

You said

Adobe slapped that label on our account in error - probably as we are an education non profit?

You said

see " Adobe Employee correct answer Correct answer by Kanikas Adobe Employee , 17 hours ago LATEST

Hi WasteWaterEd,

We hear you! I would suggest you to kindly click on the link below and start a chat with our Adobe support team: https://adobe.ly/4kql1QI;

Hope this helps. "

Delivered 5:05 PM

Bhoomika

Agent said

Thank you for letting me know, As I can see the regular price for Creative Cloud Pro is USD 69.99 since Adobe had made changes to their products and pricing.

May I know are you looking for a better price, So i can check and let you know?

You said

well we would like our nonprofit rate back please

You said

somewhere in the Adobe updates it totally screwed up our account

Bhoomika

Agent said

I can understand, Please allow me a moment to check and let you know.

You said

sure- as one reply said if I'd graduated in 1900 wouldnt I be dead by now? (:

Bhoomika

Agent said

Thank you for your patience!

As you are referring to a non profit discounted rate.

I request you to go through the below link and contact TechSoup where they will help you with this query.

https://www.techsoup.org/?srsltid=AfmBOoqkduLQtsRVGjoI9tP0sLIf7PtqQ3z0ySgsUpY-XEKths-Ntq0-

I hope that helps!

You said

I DID they said to contact you!

You said

we've had our Adobe account for many years- so why did it suddenly classify me as a student when I am just the account admin?

Bhoomika

Agent said

I can understand, As you are from Non Profit organization, We do not have the discounted price that was offered by them, So I request you to contact them, So they can able to help you with that,

I hope that clarifies!

You said

not really as that entails creating a whole new account and potentially losing years worth of Cloud materials

Delivered 5:17 PM

[Kanikas]

Hi there, 

Please check your DM.

^KS