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My invoices have disappeared and my plan has been canceled (with charges still coming

New Here ,
Apr 06, 2024 Apr 06, 2024

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Hi,

This morning as I was opening illustrator it said I no longer had access to Adobe CC as my monthly subscription plan was deleted/never existied and all of my invoices disappeared with it. I have tried to get in touch with an agent via live chat but since my account is registered with a University my 'Administrator is my designated point of contact'. I am continuing to be charged by ADOBE even tho it says I have NO plan. 

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Account management , Billing

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correct answers 1 Correct answer

Adobe Employee , Apr 08, 2024 Apr 08, 2024

Hi @Dana27101548o4n0,

This is not ideal. We checked your account info and it shows the same. There is no active or trial subscription listed under your account.

We can not discuss details as this is a public forum. Did you contact our support team as suggested by @kglad ?

Let us know.

Regards,

Shivangi 

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Community Beginner ,
Apr 07, 2024 Apr 07, 2024

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Hello fellow creative! I am experiencing the same issue, I am a paid subscriber, and right after I renewed my plan, my account is showing that all apps expired. I have been contacting Adobe support for over 2 weeks now, no solution given till now. Very disappointing and frustrating of the situation as it's disrupting my design work status.

I hope someone from Adobe official can look into the situation of subscription product error and provide immediate solutions!!

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Adobe Employee ,
Apr 17, 2024 Apr 17, 2024

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Hi @diiwanderlust,

As per your account info, the subscription is active since last 23 days. We hope you're able to use the apps easily.

Let us know if you have any questions.

 

Regards,

Shivangi

 

Did you know that as part of your subscription, you already have access to Adobe Express? Adobe Express, lets you design  images, videos, social content, and PDFs. Adobe Express is an all-in-one app for fast and easy, content creation with Adobe Firefly built in. Learn more about Express- https://helpx.adobe.com/express/using/express-overview.html?sdid=GHMVY8YH&mv=display&mv2=display

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Community Beginner ,
Apr 17, 2024 Apr 17, 2024

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Hi thank you for the reply, yet not helpful.

The tech error of my subscription plan occurred since 26.03.2024, I have been contacting the support team eversince, with screenshot proofs. It is stated by your support team, there is a product subscription error on my account and the backend team was working on it for the past 4 weeks.

 

Nonetheless, after many rounds of communications and in deepest frustrations caused by this tech error responsible by Adobe. The issue is finally resolved, after 4 weeks...

 

At utmost disappointment and dismay at Adobe's inefficient and unfriendly customer service experience for this time's issue. 

 

At least for now, case closed.

 

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Community Expert ,
Apr 17, 2024 Apr 17, 2024

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sorry to hear that, but glad it's finally resolved.

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Community Beginner ,
Apr 17, 2024 Apr 17, 2024

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thanks!

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Community Expert ,
Apr 17, 2024 Apr 17, 2024

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LATEST

(you deserve some good karma for, at lead, a few weeks.)

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Community Expert ,
Apr 07, 2024 Apr 07, 2024

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

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Adobe Employee ,
Apr 08, 2024 Apr 08, 2024

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Hi @Dana27101548o4n0,

This is not ideal. We checked your account info and it shows the same. There is no active or trial subscription listed under your account.

We can not discuss details as this is a public forum. Did you contact our support team as suggested by @kglad ?

Let us know.

Regards,

Shivangi 

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New Here ,
Apr 17, 2024 Apr 17, 2024

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Hi Shivangi,

I can not contact the support team as suggested as my account is associated with my University:

Dana27101548o4n0_1-1713356075197.png

 

The IT service at my University says there nothing they can do about this issue. Is there any other way to contact an Adobe Agent. I received another bill today for my non-existent license that comes with a recipet NO. if that is helpul.

 

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Community Expert ,
Apr 17, 2024 Apr 17, 2024

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your admin can contact support.

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