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Problem with Creative Cloud Subscription (EN + PT)

New Here ,
Mar 10, 2021 Mar 10, 2021

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EN

Good morning,
Recently, a credit card issue compromised my Creative Cloud + Adobe Stock subscription. I updated the card data, but the problem persisted, and I was only able to solve it by subscribing another plan (Adobe Creative Cloud, without Adobe Stock). However, the previous plan still registered in my account, showing there is an error in payment. How do I remove this plan, or continue with just one of them? And my Adobe Stock credits that I accumulated (about 18 credits), were lost? They are no longer available when I access the Adobe Stock portal.


PT
Bom dia,
Recentemente um problema com meu cartão de crédito comprometeu minha assinatura do Creative Cloud + Adobe Stock. Fiz a atualização dos dados do cartão, porém o problema persistiu, e só consegui resolver aderindo à outro plano (Adobe Creative Cloud, sem o adobe stock).
Contudo, o plano anterior continua registrado na conta, exibindo sempre que há um erro no pagamento. Como faço para remover esse plano, ou continuar com apenas um deles? E meus céditos do Adobe Stock que acumulei (cerca de 18), se perderam? Não estão mais aparecendo quando acesso o portal do Adobe Stock. 

TOPICS
Cloud storage web assets, Collaboration, File sync, Libraries

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Adobe Community Professional ,
Mar 10, 2021 Mar 10, 2021

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This is a public forum, you need the link to Adobe support, not other users
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852
Be sure to remain signed in with your Adobe ID before accessing the link below
-make sure that your browser does NOT block ads, scripts, or pop-ups
-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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