Fraudulent Activity Detected My Account. HOW?

[GungorMe]

I living in Turkey and purchased an annual subscription (from adobe.com) Creative Cloud ALL APPS 100 GB on 03.04.2024... I was using that original apps on my iMac and Macbook Air. AND I did not share my password with anyone.

Yesterday i just received an e-mail stating that my account has been canceled due to fraudulent activity. When I check my account, I see that it has been converted to a free membership.

I don't see any reason for my account to be closed. In rare cases, VPN may be turned on on my computer, but I live in Turkey and had been using it authentically for a long time before this annual subscription.

I occasionally (once or twice a month)  go to the Turkish Republic of Northern Cyprus and used the IP there, but this country is only recognized by Turkey and the same currency is used there.

I can't see any other reason for my account to be closed. During my conversation with the customer representative yesterday, she said that this review would take between 5-7 business days. They advise me to create a trial account during this process! An account that I have been paying for for years and purchased annually last month was cancelled. 

Attached you can see the conversation and invoice. Has anyone experienced this ridiculous situation? Or is there any solution to this ridiculous situation?

[John T Smith]

This space is provided by Adobe, but this is not Adobe support
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that wait times are sometimes long before an agent responds
.
You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
You MUST also allow 'cookies' in your web browser for the link to work
This will NOT work if you are using a VPN
.
This link will go directly to the chat option
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent in the lower right, without the quote " " marks
or
X (aka Twitter) tweet @AdobeCare
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

[kglad]

you have to wait for adobe's response to your contact while they investigate.

https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

[Nancy OShea]

While your account is being reviewed for suspicious activity, did you create a new trial subscription to use in the meantime?

That's all we can suggest. 

You'll just have to be patient while your account is being audited.

Good luck.

[chndmrl]

As a turkish citizen, same thing happened to me on the same day as well but my account turned into business account instead of free account. I don't have access to my account and subscription anymore and have been told to create a dispute with my bank for a refund.

I assumed this incident was caused due I've installed apps on both my computers (personal and work) and due business computer installation and thus my account has been converted into business/teams account but the thing is I'm a software (backend) developer and lightroom/photoshop was only purposed for personal usage and not related to my work nor to my employer. Also I remembered that when purchasing this subscription, i was using a virtual card provided by my bank (as always when purchasing from internet) and it didn't work out a couple of times and had to use physical card number. May be those retries are the reason, who knows? I'm also waiting a response and details from adobe but they don't disclose any details why it has happened, so I think it can happen in future due some adobe data engineer runs a wrong query to detect fraudulent activities and let it happen again.

Most frusturating part is I didn't have any backups of my photos since everything is on cloud and very "safe" right? and all the data is gone after an email without any notice. Really customer oriented company.

[kglad]

it seems like alot (or all) of this is related to purchases from turkey.

and you can install your cc apps on an unlimited number of devices (as long as you don't share your apps with others).

[papaya1993]

Not exactly, I'm from another country with the same issue.

[Nancy OShea]

Did you use a coupon or redemption code from a 3rd party seller?

See below.

Redemption Codes:
https://helpx.adobe.com/download-install/kb/redemption-code-help.html

CONTACT ADOBE SUPPORT:
===========
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Twitter: https://twitter.com/adobecare
===========
Report Conterfeit software, Piracy & Email Phishing to: https://www.adobe.com/trust/fraud-prevention.html

[chndmrl]

No, directly renewed and upgraded my monthly paid subscription to yearly paid via adobe.com

[kglad]

@chndmrl 

are you still waiting to hear back from adobe?

[chndmrl]

Unfortunately yes, I've started a trial to keep my data safe and back it up. I'll be contacting again on Monday to see what's next. Meanwhile I follow others topic to see if there any resolution. 

thanks @kglad 

[kglad]

@chndmrl 

very important.  carefully follow the number of days of your trial.  it will automatically roll into a paid subscription (ie, you'll be billed, again) if you do not cancel within 7 days.  after 7 days and less than 14 days, you will be charged but can cancel and receive a refund (that will take ~1-2 weeks). 

BUT if you started an annual trial (even if paid monthly) and cancel after 14 days, you'll be charged a penalty = 1/2 the cost of the remaining 1 year obligation.

[chndmrl]

My case hase been resolved and subscription has been restored but meanwhile I had already started a trial to keep the account active till the case resolved but now, I cannot find how to stop the trial 🙂 

Do you know how to stop the trial? or where can i see details of the trial? I cannot see the trial on my plans so does that mean trial is removed as well?

[John T Smith]

Nobody here has any access to your account... you need to go back to chat and ask

[chndmrl]

Yeah I know, I'm asking where I can see the trials? 

[Nancy OShea]

There's nothing to see.  A trial is not a subscription. 

Trials won't show up in your account until the 7-day trial ends and the plan converts to a paid subscription.  Cancel within 14 days to receive a refund.

Your Account:

https://account.adobe.com/plans

===============
How do I Cancel my Subscription?
https://helpx.adobe.com/manage-account/using/cancel-subscription.html
===============
Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html


CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Twitter: https://twitter.com/adobecare

[kglad]

@chndmrl 

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support.

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
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.

[MESUT3696415348wm]

After few days it resolved. Thanks all and Adobe! 

[GungorMe · Accepted solution]

Adobe replied my case after few days and it resolved.

[kglad]

good to hear from both @MESUT3696415348wm and @GungorMe 

and thank you both for the follow up.