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Monthly to annual

Community Beginner ,
Dec 01, 2023 Dec 01, 2023

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I recently bought my annual prepaid plan, as I do during black friday. When I applied the code for the annual plan, I all the sudden had 2 accounts - turns out they had different storage amounts, that was the difference. In the past, when I'd done this 'trick', the plan just gets extended. When I contacted customer service, the agent told me repeadedly that my annual prepaid was a monthly plan and that I needed to pay monthly for it. I initally had asked for a cancellation of my monthly plan and a credit - it has 2 weeks left. No matter how I tried to explain, this person kept correcting me - I, yes, have an annual plan that does not expire until Nov. 2024, but I still have to pay 19.99 a month for it. I just cancelled the monthly plan with no resolution, but am baffeled as to the level of customer service here? What do they not understand about this?? I may be unclear here, as I'm paraphrasing (I 'downloaded' the chat convo, but where did it go???), so ask any questions that you need.

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Account management , Billing

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Community Beginner ,
Dec 01, 2023 Dec 01, 2023

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Clarification - prior to buying my annual prepaid, I had a monthly account, as I missed out on last years black friday.

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Community Expert ,
Dec 01, 2023 Dec 01, 2023

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black friday deals are usually for first time subscribers.  you can contact adobe support to see if anything can be done from adobe's end.

 

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.

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Community Beginner ,
Dec 02, 2023 Dec 02, 2023

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This was the problem. I'd done it in the past and was fine. The agent you want me to contact does not understand!!

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Community Expert ,
Dec 02, 2023 Dec 02, 2023

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different agents sometimes gives different answers.  i'm doubtful that adobe can help you get your money back (unless you purchased directly from adobe).

 

nevertheless, i recommend you try adobe support again, at least, one more time before giving up, unless you have a good chance to recover your money from the black friday deal vendor.

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Community Beginner ,
Dec 02, 2023 Dec 02, 2023

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Yes, trying to get $ back directly from adobe.

Jamie SpaarShooting Spaar Photography

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Community Expert ,
Dec 02, 2023 Dec 02, 2023

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oh, did you purchase from adobe?

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