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Creative cloud canceled by someone?

New Here ,
Feb 16, 2021 Feb 16, 2021

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I got an e-mail from adobe saying they canceled my creative cloud. I had 1 year activated from july 2020 - july 2021. I've no idea why it was canceled. The e-mail says it was done upon my request. It's just an auto reply basically a confirmation of my cancellation which I didn't do. For the last hour I've been trying to find out how I can contact adobe through the help center with 0 success, I just getpointed here or pre-made guides by adobe which doesn't cover my issue.

 

I'm kind of panicking since I've tons of entry assignments I need to do from now and during all of spring in order to apply for different graphic design schools this fall. Not really in a position to re-purchase which I feel I shouldn't have to do in the first place.
Any and all help is welcome.

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Adobe Community Professional ,
Feb 16, 2021 Feb 16, 2021

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This is a public forum, you need the link to Adobe support, not other users
Be sure to remain signed in with your Adobe ID before accessing the link below
-make sure that your browser does NOT block ads, scripts, or pop-ups
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact/support.html for chat or https://helpx.adobe.com/contact/phone.html
-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
.
Also: beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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New Here ,
Feb 16, 2021 Feb 16, 2021

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When going to https://helpx.adobe.com/contact/support.html I do not see any chat icon, even with all site permissions allowed, no adblocks etc. Any idea how to fix this?

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New Here ,
Feb 16, 2021 Feb 16, 2021

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Guess I'm not the only one. Exact same thing just now happened to me.

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New Here ,
Feb 16, 2021 Feb 16, 2021

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This happend to me as well. I guess adobe have been hacked... once again. The chat support has been shut down. 

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Adobe Employee ,
Feb 16, 2021 Feb 16, 2021

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Nina, Account management-related chat support is available 24 hours a day.  Please use John's link to contact our chat support team, so any account or membership-related errors can be corrected. If you cannot begin a chat session, then use an alternate web browser, smartphone, or tablet to begin the chat session.

 

Joakim and BlackBradPitt, you can also find the process to request a cancellation at http://helpx.adobe.com/x-productkb/policy-pricing/cancel-membership-subscription.html. If you did not request the cancellation, then you will need to begin a secure chat session. No action will be taken by posting to a public discussion forum accessible to anyone with internet access.

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Community Beginner ,
Feb 16, 2021 Feb 16, 2021

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Hi!

 

Actually I followed that link even before finding this topic here. I also received an email which turned out to be a valid mail from Adobe saying my plan was cancelled on my request. I never cancelled my subscription. Guess if the chat support won't be available tonight or tomorrow morning I'll have to take the much slower approach and call in the morning.

 

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Adobe Employee ,
Feb 16, 2021 Feb 16, 2021

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Omelett, I am not showing any recent interactions, so please try using a different device to begin a chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen.  You are currently not getting very far in the process if an interaction of your attempt is not even recorded.

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Community Beginner ,
Feb 16, 2021 Feb 16, 2021

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same from other computers as well (already tried from the 2 machines I use for work, now browsed from the phone. might be because I'm in Europe and we only have support 9to5 (mon-fri)

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Community Beginner ,
Feb 16, 2021 Feb 16, 2021

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Same problem here!

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Adobe Employee ,
Feb 16, 2021 Feb 16, 2021

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Omelett, as previously discussed account-related support is available 24 hours a day. If you have been using https://helpx.adobe.com/contact.html?rghtup=autoOpen then the chat window should be auto-opening for you. If this is not occurring, then you will want to review the settings for any install security or pop-up software that may be blocking the experience.

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Community Beginner ,
Feb 16, 2021 Feb 16, 2021

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Hey Jeff, hope you doing fine. When i click on that link the chat window open automatically but im waiting for hours for a specialist. Can you help me?

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Adobe Employee ,
Feb 16, 2021 Feb 16, 2021

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No, Roberto, I am sorry, but the public discussion forums are too public to assist with any account-related matters.  Please continue with your secure chat interaction so that any changes can be made.

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LEGEND ,
Feb 16, 2021 Feb 16, 2021

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Did you get any reply in the chat box at all? Or are you waiting for contact? Did you type AGENT?

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Community Beginner ,
Feb 16, 2021 Feb 16, 2021

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I did type agent, but didnt get any contact with a real person

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Community Beginner ,
Feb 17, 2021 Feb 17, 2021

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me neither. it's 9:50 now and the chat support (supposed to be available since 9:00) is still not available at all. now all my apps tell me "trial expired" and I cannot work at all

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Adobe Employee ,
Feb 17, 2021 Feb 17, 2021

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Omlett, I see that you also reached our support team by contacting us via telephone.  Please use the process in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you need to make any updates to the case ADB-18028698-V0D7.  You may find that you are blocked from interacting with your support case, similar to being blocked from beginning a chat session; if this is the case, please use a different device to review your case status.

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Adobe Employee ,
Feb 17, 2021 Feb 17, 2021

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Roberto, it looks like you finally made it through. I am showing three interactions from yesterday, with two of them still being active.  Please use the process in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to review and update your active support cases.

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New Here ,
Feb 17, 2021 Feb 17, 2021

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I have been able to contact Adobe, and they told me my subscription key was marked "fradulent" and therefore deleted. I bought mine via Eneba for a very low price, and it seems they are cancelling all subscriptions which are activated by a key from gray market websites. Is it possible that you have bought your key from such a website (Eneba, G2A, etc.)?

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Community Beginner ,
Feb 19, 2021 Feb 19, 2021

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I have been able to contact Adobe also and in the end they have terminated the subscription of my CC 1 year plan due to the fact that it was obtained from the grey market (I bought mine from G2A, which I've never suspected it could be grey market).

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