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I want to refund but the program doesn´t show up in purchases

New Here ,
Jan 07, 2023 Jan 07, 2023

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My account is still registered as a business account for a company I no longer work for.

I didn´t realize that until I bought a program (Substance 3D) and I can neither access it nor does it show up in the "purchases" section of my account. 

Now I want to refund my purchase but since the program doesn´t show up in my account, even though I already paid for it there is no way to do so.

Should I just contact my former company or is there another way?

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correct answers 1 Correct answer

Community Expert , Jan 07, 2023 Jan 07, 2023

This will have to be sorted out with Adobe support. Try reaching out to Adobe support via Twitter @Adobecare and see what they have to say about this.

-Manan

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Community Expert ,
Jan 07, 2023 Jan 07, 2023

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This will have to be sorted out with Adobe support. Try reaching out to Adobe support via Twitter @Adobecare and see what they have to say about this.

-Manan

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Community Expert ,
Jan 07, 2023 Jan 07, 2023

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did you pay for the account you had when working for that company?  if so, contact the plan administrator and see what they can do to "move" that account to a different adobe id (ie, email) that you control or change that account so you can control it.

 

if the company paid for that account they own it  create a new adobe id (with different email address you control) and use that new adobe id for your personal account.

 

if you need help with the adobe end of it, contact adobe support.  there are 3 ways to contact adobe; chat, phone and twitter:

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.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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