Cancel plan former employee

[ikbendewereld]

An employee quit a year and a half ago. I now find out her Adobe XD plan is still active and we get billed every month. Her mail-account is not active anymore and can't login in her account. How do I stop her plan?

[Peru Bob · Accepted solution]

Please go to Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies on your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

or X (was Twitter):
https://twitter.com/AdobeCare

[ikbendewereld]

Thanks, Il wil try that!

[ikbendewereld]

Used this solution and this solved my problem. Great job, community!

[kglad]

glad to hear it @ikbendewereld 

[kglad]

if you have a teams or enterprise subscription for the member, you'll need to wait until her annual subscription ends.  

you can open the support tab on your admin console > start chat or start case or request expert session. https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

[Abambo]

Yes, but a Team's subscription can be allocated to a different user meanwhile.

[Abambo]

I thought that the standalone XD plan was no more available.

The best solution would be (if it is not a Teams account):

Reactivate the employee's e-mail. Sign-in by requesting a new password. Cancel the plan. Reactivating the e-mail could be done by simply allocating the e-mail address as an alias to yours.

If it is not possible to reactivate the e-mail, and you control the credit card, contact Adobe support for help. They should be able with the User ID (which is the old e.mail) and the credit card credentials to cancel the plan.