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Just cancelled a plan with an August 2023 expiry but immediately unable to use it

New Here ,
Aug 08, 2022 Aug 08, 2022

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I recently renewed my "Acrobat export PDF" plan which now has a renewal date of 1st Aug 2023.  I will not want to renew it in a year's time so I have just cancelled it.  However, it seems that I am immediately unable to use PDF export and the warning (threat?) that my Cloud storage will be reduced from 20GB to 2GB has immediately been carried out.  This seems a bit premature if I've paid in advance for a further year, doesn't it?  Or is it normal Adobe practice to remove a plan etc... at the point of cancellation regardless?

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Account management , Billing

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Community Expert ,
Aug 08, 2022 Aug 08, 2022

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correct, you cancelled your 1 year plan just after starting it.

 

because that appears to be an error, you should restart your plan by using a browser that allows popups and cookies, contact adobe support by clicking 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

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.

p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

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New Here ,
Aug 08, 2022 Aug 08, 2022

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Thanks kglad.  I would love to be able to contact Adobe by chat to sort this out but when I click the link I get no chat option, I've got pop-ups, ads and scripts enabled.  I've tried Chrome and Edge but get the same in both....Adobe Screenshot 3.jpg

 

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Community Expert ,
Aug 08, 2022 Aug 08, 2022

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the popup for chat is in the lower right of your screen.  if you don't see it, use the phone link.  it's important that you act now to minimize problems.

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New Here ,
Aug 08, 2022 Aug 08, 2022

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I will telephone them as there is no 'chat' facility appearing for me.

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Community Expert ,
Aug 08, 2022 Aug 08, 2022

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good. let us know the outcome of your call.

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Community Expert ,
Aug 08, 2022 Aug 08, 2022

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If/when support is able to restore your subscription, cancel ABOUT 2 weeks before your end date, so it does not auto renew

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Community Expert ,
Aug 08, 2022 Aug 08, 2022

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Once cancelled, the plan is gone forever.  You'll need to subscribe to a new one.

 

Note your expiration date and set a reminder on your smarphone or Google calendar to cancel in your 12th month before it auto renews.

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Aug 10, 2022 Aug 10, 2022

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Nancy, why is the plan gone when it has an expiry date of August '23?   Surely it should still be available to me until then even though I have cancelled the renewal from that date.

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New Here ,
Aug 10, 2022 Aug 10, 2022

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Nancy, this is a screenshot of my plan clearly showing an end date of 1st Aug 2023. If I select "access your service" I'm taken to a screen which invites me to purchase a new plan!

Adobe Screenshot 2022-08-10 141527.png

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Community Expert ,
Aug 10, 2022 Aug 10, 2022

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because you canceled that plan.

 

kglad_0-1660141673111.png

 

again, you cancelled your 1 year plan just after starting it.  and again, you cannot cancel in advance.  ie, you cannot do what makes sense and what you want to do.  you must/should wait until the end of july 2023 to cancel.

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