Merge 2 accounts in one!

[samim31659892]

Hey there

i had bought the Lightroom cc app on App Store with my mobile phone

then when I wanted to buy the Lightroom cc app for my computer I had to cancel my mobile app through App Store. when I did I still was not able to buy the complete formula for my computer (Mac).

I created a new adobe profile to be able to buy the app but now my documents and all my previous works are related to my first adobe account.

how can I get all in one account?

thank you

[Abambo · Accepted solution]

You will need to Contact Customer Care for this.

[samim31659892]

My membership on my main account expired. I bought another membership more complete with another secondary email address.you keep me asking to contact your customer care which is unreachable through your apps and site. Can I have an email address to ask you how to reconcile my account!

Thank you

[episodeyang]

How is this issue resolved?

[jordons]

Definetly not solved!

[LinSims]

This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

Click the following to contact Adobe customer support staff for help: 

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

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work.

Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.

[Guest]

Hi! I tried and got the answer that Adobe Digital Editions is free and there is no help or support provided. I might find an answer in one of the forums. Which I didn't. So, back to square one!

Best, Erika

[ron lavoie]

People are desparate to get help. I have the same problem. Just now, I spent an hour waiting for Adobe chat help, during which time I was disconnected while waiting. You wait, and then suddenly a message appears that the chat has finsihed, and how did you want to rate your support experience! Adobe seems only to want my $100ish per month.

I guess I will have to cancel my CC all apps subscription and start over. I have no need for cloud storage, so I will also look for alternatives to Lightroom & Premiere Pro.

[kglad]

@ron lavoie 

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

[ron lavoie]

When I tried to cancel one sub, I got a chat respose fomr customer retention in less than 30 seconds! The agent helped me through the issue. Sad.

[kglad]

what's sad?

[Rituals]

I have the same issue. I have two accounts that need to be combined into one. I think this is a pervasive issue, and I wish there were a more straightforward solution than going through hours with a customer service phone call. Especially with so many different applications and subscription options, I bet many people are overpaying with multiple Subs and perhaps more than one adobe account. The lack of clarity needs to be fixed, or they will lose customers. I just tried to quit one application, and the system did not allow this without a $115 early cancellation charge. 

[kglad · Accepted solution]

you cannot merge accounts. you would need to cancel one and add whatever was canceled to the other.

[Drrl]

Thank you for your reply, @kglad. I discovered that this was indeed the case when I contacted support. You cannot merge two unique accounts; disappointing, but true. 

And I have to agree with @Abambo on effectiveness.  "It is not normal to take 2 or more plans on different accounts. You can't work effectively like that."

It is likely a more normative error than you may imagine - duplicating account & app purchases. But yes, not effective at all.

[kglad]

we know it's not uncommon for users to have a personal subscription and then join an organization where they get a  teams or enterprise subscription and want to merge the two. 

that's very unwise (unless they control the organization or otherwise have a lifetime appointment), because we also see the flipside problem where user want their productiion files created while they were members but their organization email no longer works.

[Abambo]

The OPs situation is understandable. Taking a plan on the app shop of Apple for the mobile device and then taking a plan for the laptop/desktop on the Adobe site are very probable. And as both are not interconnected, it can happen. 

Creating a new Adobe ID for a second plan is not what I would expect users to do. It does not work well, as you need to sign off one account, sign in the second account just to switch the application. 

[Abambo]

You need to contact Adobe customer care. It is not normal to take 2 or more plans on different accounts. You can't work effectively like that.

Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

For support via Twitter:
https://twitter.com/AdobeCare

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)