Plan cancellation/Billing history

[adam_9324]

I was sent an email which stated that my 'Payment has failed' for my creative cloud pro plan, but looking on my adobe account there is no creative cloud pro plan on the website, neither is there any orders or invoices on the account that was sent the email. The only plan I have on that account is adobe express for my school, which is not the creative cloud pro plan and is something I do not have to pay for. Can you check my account for this plan or something, as I have no idea where there is any evidence of me having this plan. If it is possible can you cancel, as I already have the adobe enterprise for schools. There is just no mention of this plan anywhere on my account, no any billing outside of the fact it has already taken money out of my bank account and the email which was sent to me saying tha payment failed due to there being not enough money in the account.

[Peru Bob]

What is the email address in the header of the message?

[adam_9324]

What do you mean? The email address it got sent to is the email address I am using now, if that's what you're asking

[Shivangi_Gupta]

Hi adam_9324,

Thanks for reaching out. I reviewed your account details. it shows that you have an active subscription to Adobe CC Pro since more than2 months. 

You can check the account information here: https://adobe.ly/4psyQ4I

and download the invoice here: https://adobe.ly/3K7RY7Z

Let us know if you have any questions.

^Shivangi

[adam_9324]

Do you know of any way in which I can cancel it, as I already have the Adobe enterprise plan. Also, this plan does not show up on the 'Plan and payment' tab of my account (only the adobe enterprise does) so I cannot 'manage plan' or see it in any way.

[Shivangi_Gupta]

Thanks for sharing that. It absolutely makes sense to cancel an extra subscription if it's not needed. You can follow the steps outlined in this article to cancel your plan: https://adobe.ly/4piIc2W

Before you proceed, here are two important things to keep in mind:

1. Pending Dues: If there are any unpaid dues on your account, cancellation won’t be possible until those are cleared. You can find more information here: https://adobe.ly/41W3fhO

2. Early Termination Fee: Since your plan is on an annual commitment at a discounted rate, cancelling before the term ends may incur an early termination fee. Details are available here: https://adobe.ly/4gwkKvd

Let me know if you have any questions or need help navigating these steps. Happy to assist!

^Shivangi

[adam_9324]

Thank you so much for your help so far, and sorry to be a bother. However, I cannot cancel the plan as outlined in the article as the Creative Cloud Pro Plan doesn't show up on my plan and payment tab, only showing my adobe enterprise. My orders and invoices also do not show any sign of the Creative Cloud pro plan. If I go to the Creative Cloud Pro plan it actually says 'Buy now' making it seem as If I do not currently have it. Is there any other way to cancel it?

[kglad]

check https://helpx.adobe.com/manage-account/kb/unknown-charge-on-bill.html to see what you're being charged for.

[Shivangi_Gupta]

Please refer to the article shared by @kglad above. If it doesn't help, then please feel free to start a conversation with our support team here: https://adobe.ly/3VlNz3H

They'll help you with the cancellation.

^Shivangi

[adam_9324]

Hello, the identifying my charge didn't work, as it said 'Couldn't identify charge'. I also cannot contact admin support as I am a student at my shcool, so It is blocked for me. What can I do, I am at a loss currently. There seems to be no way out

[Jeffrey_A_Wright]

Thanks for the update, Adam. The subscription is under the personal account, not the one managed by your school. Please see https://adobe.ly/4mwW5Is for information on how to switch between accounts. You may need to work with your school's Creative Cloud plan administrator if you are blocked from reaching us on their network and devices. ^JW