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Locked

Charged but no access to an account?

New Here ,
Sep 19, 2022 Sep 19, 2022

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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

 

 

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correct answers 1 Correct answer

Community Expert , Sep 19, 2022 Sep 19, 2022

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.

 

Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-respons

...

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Community Expert ,
Sep 19, 2022 Sep 19, 2022

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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.

 

Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Sep 20, 2022 Sep 20, 2022

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All sorted, thankyou.

 

It's really furstrating that everything is automated nowdays 😞

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Community Expert ,
Sep 20, 2022 Sep 20, 2022

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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)

 

ABAMBO | Hard- and Software Engineer | Photographer

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