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Creative Cloud Subscription Product Error & No Followup by Adobe

Community Beginner ,
Apr 05, 2024 Apr 05, 2024

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Hello creative community! I am writing in deepest frustration and desperation to seek for suggestions / any Adobe staff can provide solution on my creative cloud subscription product error causing a freeze of full usage of adobe apps on my account for over 2 weeks, since late March 2024. 

 

I am a longterm paid user for almost over a decade, and this experience of the product error was absolutely stressful and I don't see anyone from Adobe team is taking action / respond despite my enquiries for over 10 days. 

The fact:

  • I renewed my plan "Creative cloud all apps 100GB" on 25.03.2024.
  • On the next day 26.03, I realised all my adobe apps are not functioning as usual for the paid versions. All apps are showing "trial period expired, please buy or subscribe to use". Fact is, I am a paid member. 
  • Contacted Adobe support via chat on 26.03, for over 3 hours, back & forth messaging, and being non-sense transferred to different departnets, being cut-off from a conversation seeking for assistance. THIS IS THE WORST CUSTOMER SUPPORT EXPERIENCE EVER!
  • Via the chat message, there are different versions of my account status checked by the staff. Some said that my account subcription is active, everything is fine at the backend, asked me to clean my computer files, re-install the apps etc. Nothing worked. Then, I have to contacted again explaining the situation all over again, got transferred and waited for staff reply for hours again. Some staff then told me there is a subscription error, directing me to subscribe again (to a higher price plan). As I do need Adobe to perform my design works, I did subscribe to a new plan on the same day 26.03.2024. After so, STILL NOTHING WORKS.
  • It already totally disrupted my working day, wasted my time and energy. I have checked with my payment method, everything is fine.
  • Nothing is working. I got an email with a phone number to call, I made an INTERNATIONAL CALL TO THE UK OFFICE, waited in line, talked to 3-5 staff again. NO ONE CAN GIVE ME A CLEAR EXPLANATION, NO SOLUTION, NO COMPENSATION. 
  • From 26.03.2024, till now 05.04.2024, I couldn't manage my design works due to the account error caused by Adobe with no reason provided. This is causing me loss of work, extra time and energy spent on dealing with this unbearable stress, and still till now, nothing is fixed by adobe team. 
     
    NO FOLLOW-UP, NO REASON, NO COMPENSATION REPLY, NO CUSTOMER SERVICE, NO SOLUTION SUGGESTIONS FROM ADOBE. 
     
    MY ACCOUNT IS STAND STILL THERE WITH SUBSCRIBTION ERROR AND NO ADOBE SERVICES PROVIDED.

    I do want to express that I have completely lost my confidence and trust of Adobe services by the terrible customer service encountered on 26.03, and over 10 days with no immediatie action by your team. I have been a paid member for almost a decade, and till now I couldn’t believe how unorganised inefficient unreliable your service team had treated me. 

 

UTMOST DISAPPOINTMENT, SEEKING FOR ADOBE SOLUTION RIGHT NOW!

Any solution, immediate action, experience sharing will be gratefully appreciated. 

 

Thank you. 

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Community Expert ,
Apr 05, 2024 Apr 05, 2024

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subscription issues can only be resolved via adobe support.  there are 2 ways to contact adobe; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

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Community Beginner ,
Apr 07, 2024 Apr 07, 2024

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Also thanks for the tips @kglad ! I am a bit confused by you saying that the email contact of Adobe maybe a scam. I have checked the email domains I recieved are from adobe.com, and the fact is I called a number stated in one of the adobe email (they sent me an email after I chatted via online support), and then I called the support number. While on the phone, the staff on the phone sent me an email and I checked immediately. Would there be possibility it's a scam? Just worrying what they are doing to my account now. 

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Community Expert ,
Apr 07, 2024 Apr 07, 2024

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yes, it possible you received a scam email.  it's also possible the email is legit.  i can't tell from what you've stated.

 

you should contain adobe using chat or twitter/x.

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Community Beginner ,
Apr 11, 2024 Apr 11, 2024

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hello @kglad , thanks for your kind reply! 

I would like to quickly check if this email is legit? Adobe team sent me email via the phone call and ever since, I keep on contacting them via this email :
customercare-chatsupport@adobe.com

 

Unfortunately, with deepest dismay and frustration, still NO ONE AT ADOBE SERVICE can provide to my account, which is now on hold for 3 weeks, yet I had paid for it. 

 

At this point, I dont know what to do with Adobe anymore.. 

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Community Expert ,
Apr 11, 2024 Apr 11, 2024

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contact adobe support using chat or twitter/x.

 

you can also see if there's an open ticket regarding your previous contact, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

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Community Expert ,
Apr 05, 2024 Apr 05, 2024

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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">

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Community Beginner ,
Apr 07, 2024 Apr 07, 2024

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Thanks @kglad ! I would appreciate if any Adobe staff could look into my account case in this regard, it's been over 2 weeks of the subscription product error and no fixing action by Adobe at all. 

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Community Beginner ,
Apr 11, 2024 Apr 11, 2024

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[SERIOUS CASE] WEEK 3 of Adobe Subscription Product Error on my PAID Account, DEEPEST DISMAY AT ADOBE CUSTOMER SERVICE!!! 
 
From 25.03.2024 till today 11.04, almost 3 weeks, none of my adobe apps work, fact is I am a paid subscriber, plan renewed on 25.03.24 with email confirmation.
 
NO FOLLOW-UP, NO REASON, NO COMPENSATION REPLY, NO CUSTOMER SERVICE, NO SOLUTION SUGGESTIONS FROM ADOBE. 
 
With utmost disappointment and frustation, I would like to seek for DIRECT ADOBE STAFF PROFESSIONAL ASSISTANCE HERE!!!! PLEASE ANYONE??

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Community Beginner ,
Apr 17, 2024 Apr 17, 2024

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Final update [after 4 weeks of Adobe product subscription error, tech problem resolved]

After many rounds of communications and in deepest frustrations caused by this tech error responsible by Adobe. The issue is finally resolved, after 4 weeks...

 

At utmost disappointment and dismay at Adobe's inefficient and unfriendly customer service experience for this time's issue. 

 

At least for now, case closed.

Thanks.

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Community Expert ,
Apr 17, 2024 Apr 17, 2024

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(i think this is a duplicate post)

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