No automatic pause of payment

[Thomas-Modig]

Hi.

A coulpe of months ago i had a discussion in this forum about how to pause my Photography Plan if a wanted to activate a gift card i got with a Creative Cloud All Programs for 3 months.

I was informed that Adobe would pause my payment automatic for my Photography Plan during the time when the plan from the Gift Card was active. Unfortunately this is not the case. I still pay monthly for my original Photography Plan. But I do have access to the features the Create Cloud All Programs provide. I'm also notified from my Account Page that there are missing payment even though it's from a Gift card.

I don't know how to contact Adobe to get support about this. Do anyone have an idea how i can get attention from Adode employee?

I provide a screen shot from my Adobe Account (sorry it's in swedish, but perhaps you are familiar with the Account page structure anyway)

Regards

/Thomas

[John T Smith · Accepted solution]

I don't know who told you that, but I have NEVER read that Adobe will pause a subscription

This space is provided by Adobe, but it is not Adobe support
Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Be sure to remain signed in with your Adobe ID before accessing the link
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-you MUST make sure that your browser does NOT block ads, scripts, or pop-ups
-you MUST also allow 'cookies' in your web browser for the link to work
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
- or https://helpx.adobe.com/contact/phone.html
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

[Thomas-Modig]

Thanks for your help in how to get contact with a person. They confirmed there is no automatic pause of any active plan. What i should have done was to cancel my Photography Plan before activating the CC All Programs Plan from the gift card.

... so i feel a little misslead from the feedback in the other thread you found.... OR i totally missunderstand someting.

Anyhow thank you again!

/T

[John T Smith]

I just went to that discussion Solved: Pause Photography Plan? - Adobe Support Community - 12731020

Where you were told there is NO PAUSE option

[Thomas-Modig]

Hi,

Yes, your correct i've been told there where no option to pause the subscription. But i was also told "The 3-month gift card can be used on top of your subscription. The paid subscription will automatically be paused for the time of the prepaid subscription"

Great you found the discussion though 🙂

I will try out your tip to use the Agent.

Thanx

/T

[ProDesignTools]

What usually happens if you add a prepaid or gift card on top of a paid plan is the expiration of the subscription is extended out by the value of the card... So you would only notice the benefit of the card after reaching the end of your original term.

But note this only works if the card is for the same plan as what you already have... In your case, it looks you had Photography already and applied a gift card for All Apps. Not sure what would happen in that case.

Please let us know what Adobe says.

[Thomas-Modig]

They confirmed there is no automatic pause of any active plan. What i should have done was to cancel my Photography Plan before activating the CC All Programs Plan from the gift card.

/T

[ProDesignTools]

Thanks for the update. If your gift card was for the same plan you already had, then (from cases elsewhere) it seems to extend the existing subscription rather than running a new/different plan concurrently.

So, the issue you ran into was that the gift card was for a different plan. But usually, Adobe does not allow two paid plans covering overlapping apps (e.g., Photography and All Apps) on the same account when paying by normal means, so it's odd.