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FlummoxedStudent
Participant
December 8, 2020
Answered

Plan "doesn't exist" but I'm being charged for it and can't contact support...

  • December 8, 2020
  • 2 replies
  • 2697 views

Hoping someone can help me out here.

Back in January I purchased a 1 year Photography package plan at a student rate. It was not purchased through my school, I purchased it myself directly from the Adobe website, but my account is linked to my school email. Recently I went to open Photoshop and it wouldn't open, it said I didn't have a license and asked if I wanted to start my free trial. When I went into my account page, there was no history of me ever having purchased a plan and the only plan shown is a free trial. This is ridiculous, because I have the receipt and I've been working on this software somewhat regularly most of the year. 

Then I got an email from Adobe telling me my plan was expiring in January and I would automatically be charged when it did to renew it for another year. It said I could cancel this from my account. Except my account shows that I have no plans at all and so I can't actually cancel because I can't get into my plan details because apparently I have no plan (but I'll still be charged for it!). So not only am I presently being denied the use of a service I paid for, but I'm about to be charged for it again and I can't prevent this because my account page insists I don't even have a plan to cancel in the first place. To say I'm confused and frustrated is an understatement.

I've had no luck with contacting Adobe directly, every time I try to get contact details I get the generic message saying I can't contact them, I have to go through my school. I tried contacting someone from IT at my school, but they don't know who I should be talking to for this kind of a problem and think I have to contact Adobe directly because I purchased my plan from Adobe directly, not through the school. So you can probably see where I'm a bit stuck here.

Any assistance would be immensely appreciated.

    This topic has been closed for replies.
    Correct answer Test Screen Name

    Would that still be the case if they didn't purchase the subscription through the school? Or did using their school email assign it to the school even though they purchased it on their own? It's entirely possible the school doesn't have an Adobe account manager.


    "Would that still be the case if they didn't purchase the subscription through the school? " Surprisingly, for many people the answer seems to be yes. It is indeed based on the email: every email in the "enterprise" is owned and controlled. The school would have an appointed account manager in this case, the challenge is finding him or her.

    2 replies

    LinSims
    Community Expert
    LinSimsCommunity Expert
    Community Expert
    December 9, 2020

    I would suggest instead of trying to contact through chat that you call customer support directly and that you want to speak to someone about Billing. This page lists contact numbers based on region of the world:

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

    F
    FlummoxedStudentAuthor
    Participant
    December 9, 2020

    Thanks, that's super helpful. Up until now Adobe has blocked me from viewing any of their contact information with a generic notice saying I have to go through my school, I guess because my account is connected to my school email. I haven't had any luck finding any customer support emails or phone numbers that I can actually view without being blocked. I can see this page though! That gives me some headway 🙂 

    T
    Test Screen NameCorrect answer
    Legend
    December 9, 2020

    Would that still be the case if they didn't purchase the subscription through the school? Or did using their school email assign it to the school even though they purchased it on their own? It's entirely possible the school doesn't have an Adobe account manager.


    "Would that still be the case if they didn't purchase the subscription through the school? " Surprisingly, for many people the answer seems to be yes. It is indeed based on the email: every email in the "enterprise" is owned and controlled. The school would have an appointed account manager in this case, the challenge is finding him or her.

      John T Smith
      Community Expert
      John T SmithCommunity Expert
      Community Expert
      December 8, 2020

      Nobody here can help

      Be sure to remain signed in with your Adobe ID before accessing the link below
      -you must also allow 'cookies' in your web browser for this to work
      https://helpx.adobe.com/contact/support.html for chat or https://helpx.adobe.com/contact/phone.html
      -click the chat icon at the bottom right of the page to open a chat session
      -the chat icon looks like '3 dots inside a circle' at the lower right
      -type AGENT into the chat window to connect directly to a person rather than the AI
      Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
      .
      Also: beware of answering anyone who sends you a private message
      -click for more information about scammers https://tinyurl.com/10791730

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