Sales tax issue

[teacher99999999]

I moved from a state that had sales tax to a state that does not have a sales tax. I've tried several chats with support to get the sales tax removed from my account.

They keep thinking I'm a non-profit or something and want a tax exempt certificate when I just want Adobe to update my Ship-To information in their billing system. I get an annual bill for Photography and a monthly bill for Adobe Pro that I need corrected.

Any suggestions on how to get this fixed?

[kglad]

update your billing address: https://helpx.adobe.com/manage-account/using/update-billing-information.html

[teacher99999999]

Already completed that. Even my invoices show the correct address as shipped to a tax free state.

Any other suggestions would be appreciated.

[kglad · Accepted solution]

try the phone and let them know they're charging sales tax for a state that has none.  (ie, don't lead the discussion with your move. lead with how can you charge sales tax when you live in a state that has no sales tax):

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

[teacher99999999]

Thanks, I gave this a try and focused on the tax, not the move. I'll give it a few days or more and see how it goes, but I feel this may be the solution. Once I got them to realize I was a private citizen in a no-tax state and not a non-profit, it seemed like they got me point in the correct direction. Will keep the thread posted.

[kglad]

sounds good.

[Nancy OShea]

I don't know about your region's laws obviously.  But just because your particular State charges no sales tax doesn't exempt you from other fees levied on software, etc..  

Also is this an annual plan or the costlier 1 month at a time plan?

If it's an annual plan, I think your price remains the same until the 12th month of service.

[Jeffrey_A_Wright · Accepted solution]

Teacher, thanks for your question about removing the sales tax from an Adobe order. I see that you have already been in contact with our support team, and that case number ADB-27751888-Z7D1 is currently open and pending our response.

Please be aware that your request to remove sales tax is unusual. For the United States, the Sales tax is calculated at the time of purchase based on the state, and possibly county, where the individual is located. It is an automatic calculation and should not be confused with the request for Tax-exempt status listed at https://helpx.adobe.com/x-productkb/policy-pricing/place-tax-exempt-order.html.

I can tell you, as someone who lives in one of the few Sales tax-free states in the United States, I would expect that any adjustments for sales tax would be taken care of when the annual plan renews. If you moved in the middle of the plan, then no changes would be made until the next time a price adjustment was implemented.

You can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update your active support case, Teacher. Our team will be able to look into your specific circumstances in more detail.

[john_3054]

It sounds frustrating dealing with Adobe's support regarding your sales tax issue! To resolve this, start by clearly stating that you’ve moved to a state with no sales tax and just need your shipping address updated. Try different communication channels—phone, email, or social media—since sometimes one may yield better results than another. If you have any documentation proving your new address or the tax laws in your state, attach it to your request to clarify your situation. If you’re still not getting the help you need, don’t hesitate to ask to speak with a supervisor or escalate your issue. Additionally, check your Adobe account directly, as you may be able to update your billing and shipping information yourself. Lastly, consider posting in Adobe’s community forums for extra support. Good luck!

[john_3054]

If any of you moved to a country where the value-added tax is imposed, you have to use this online VAT calculator  to calculate how much the VAT rate is in that specific country and how much you need to pay for which product.

[moderator removed suspected spam link. Warning: posting external links here to suspicious sources may result in banning the account]

[Abambo]

Your account is linked via your credit card to your country. If you have a credit card from a German bank and you move to Spain, you will still be a resident of Germany for Adobe's billing purposes, even as it is completly legal to keep your German banking account. 

This is valid for European countries. If you are a business and have a European VAT number, you will be able to apply the b2b rules for VAT.