Lost the Personal subscription package

[daw_building]

Dear Support,

We have a Personal subscription for Creative Cloud All Apps, 100 GB. The registration was made with the email REMOVED I am attaching the invoice if needed. Yesterday, we purchased a Creative Cloud All Apps package, but a business version, within the same account.

The new subscription appeared in the Admin Console (which, as you know, is only available for Business packages). The problem is that the license, which was prepaid for 1 year, has disappeared from the REMOVED account. Furthermore, I can no longer find our previous invoices in it.

I tried removing the REMOVED email from the Admin Console by creating another administrator, but I received the following error message: "Your action cannot be completed, please try again shortly."

We would like to use the product we paid for during the remaining period.

Thank you,
Oliver Urban

This is a public forum, not Adobe suppport... personal information removed... Moderator

[kglad · Accepted solution]

contact adobe support.  there are 2 ways to contact adobe support; 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.

[daw_building]

Thank you for the advice kglad.
Obviously im aware that this is a forum, not support, but I couldn't find any contact information. I tried using the chatbot, but it’s extremely limited and I didn’t get any useful information. Is it really possible that at such a large company you can only report an issue in Twitter? Tomorrow ill try to be more patient with the chatbot and i hope i reaching a real person.

[kglad]

okay.  just use "agent" to bypass the bot

[kglad]

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.

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