Charged but no access to an account?

[Helen26183828x818]

I have been signed up to Adobe for a few years now. I haven't been using it much recently due to my employment. I went to use Photoshop the other day and it said I had to sign in, when I used my regular email it signed me up for a new account with no access. I last paid $49.94 for adobe creative cloud on the 5th september (and on the 5th of all months previously). I went to cancel this direct debit and there is no option to do so.

Why can I not have access but I'm paying? What is going on? 

When I login with my regular email and free adobe access I cannot get any support from a REAL person because I am not paying a subcription... but my bank account says otherwise. I keep being sent around these ridiculous internet loops and I'm 50 quid down. This is such rubbish support for someone who has put a lot of money into this software 😞

Helen

[Abambo]

This doesn't sound like an enterprise subscription. I will move this to the correct Forum.

Are you certain, you did sign in with the correct Adobe ID?

If you are a paying customer, you also get support. But you need to give the agent a chance to identify your account correctly.

[Hel5F9C]

All sorted, thankyou.

It's really furstrating that everything is automated nowdays 😞

[Abambo]

I see that you found your second ID.

I suppose that with 20+ million subscribers, you need some kind of automation. Thanks for the update. I'm locking this now. (you can DM me if you want to update this again)

[Shivangi_Gupta · Accepted solution]

Thread Summary

Users report being charged for an Adobe subscription but are unable to access the associated services.

---

 Best Solution for Similar Cases

If this has happened to you, don’t worry! Here’s what you can do next:

• Ensure you're signing in with the same email used during purchase. Multiple Adobe IDs can cause confusion.
• Visit account.adobe.com to verify active subscriptions and billing history.
• Clear Cache or Use Incognito Mode.
• If apps show trial mode despite an active plan, follow this guide: Purchased Creative Cloud apps appear as trial versions