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Seeking help from the official: Subscription canceled without any notification?

Community Beginner ,
Sep 30, 2023 Sep 30, 2023

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Adobe Official: 

 

my account is 

[Personal information removed by moderator.]

and the annual subscription for the plan (Fotoğraf 20 GB) was completed on September 20th. The invoice for the cost is as follows: 

bianqi32628876fp64_0-1696094304631.png

 

on September 29, 2023, after logging into the Adobe website backend, under the subscription plan section, it shows that I do not have any valid subscriptions. 

 

bianqi32628876fp64_1-1696094304633.png

 

membership qualifications, product subscriptions, and other information are all normal. 

 

bianqi32628876fp64_2-1696094304634.png

 

the activation information of the device is also normal. 

 

bianqi32628876fp64_3-1696094304635.png

 at the same time, the cloud files are also displayed normally. 

 

bianqi32628876fp64_4-1696094304636.png

 

However, the Creative Cloud Desktop on my local PC shows that the subscription has expired! 

 

bianqi32628876fp64_5-1696094304639.png

 

 although the used cloud storage information is still visible.

 

bianqi32628876fp64_6-1696094304641.png

 

However, Photoshop still cannot be used. This issue seriously affects the user experience. I believe that as a well-known large enterprise, Adobe's success comes not only from excellent products but also from understanding, valuing, and respecting customers. If my account has violated Adobe's regulations, I am very sorry. I can accept closing the account on the condition of receiving formal notice and refunding fees. However, directly closing the subscription without any warning and forcibly taking away customer fees clearly does not align with Adobe's responsible and respectful corporate spirit towards customers. In conclusion, I sincerely hope that my demands can be understood and also hope that your company can make moves that are touching. Thank you!

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correct answers 1 Correct answer

Community Beginner , Sep 30, 2023 Sep 30, 2023

Thank you for your attention and reply. The issue has been resolved, and the official refund has been received. I apologize for any inconvenience caused to everyone.

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Community Expert ,
Sep 30, 2023 Sep 30, 2023

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Hi!

While we are very sorry that you are having this issue, we here on the forums are not Adobe Officials. We are volunteers who answer questions about the programs, and not about problems with plans or subscriptions. You will want to contact Customer Care. They will be able to address the issues you are having with your subscription. 

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

Best regards,

Michelle

 

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Community Beginner ,
Sep 30, 2023 Sep 30, 2023

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Adobe官方:

我的账户是

[Personal information removed by moderator.]

该计划的年度订阅(Foto ğ raf 20 GB)已于 9 月 20 日完成。费用发票如下:

 

bianqi32628876fp64_1-1696093356574.jpeg

 

2023年9月29日,登录Adobe网站后,

在订阅计划部分下,它显示我没有任何有效的订阅。

 

bianqi32628876fp64_2-1696093356574.jpeg

 

会员资格、产品订阅等信息均正常。

 

bianqi32628876fp64_3-1696093356575.jpeg

 

设备的激活信息也正常。

 

bianqi32628876fp64_4-1696093356575.jpeg

 

同时,云文件也正常显示。

 

bianqi32628876fp64_5-1696093356576.jpeg

 

但是,我本地 PC 上的 Creative Cloud 桌面显示订阅已过期!

 

bianqi32628876fp64_6-1696093356576.jpeg

 

虽然,云存储​​空间的使用是清晰可见的。

 

bianqi32628876fp64_7-1696093356577.png

 

但是,Photoshop仍然无法使用。该问题严重影响用户体验。我相信,作为一家知名的大企业,Adobe的成功不仅仅来自于优秀的产品,更来自于对客户的理解、重视和尊重。如果我的账户违反了Adob​​e的规定,我深表歉意。在收到正式通知并退还费用的情况下,我可以接受关闭账户。但是,在没有任何警告的情况下直接关闭订阅并强行收取客户费用,显然不符合Adobe客户对负责和尊重的企业精神。最后,我衷心希望我的诉求能够得到理解,也希望贵公司能够做出令人惊叹的感动的举动。谢谢!

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Community Expert ,
Sep 30, 2023 Sep 30, 2023

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Hi!

While we are very sorry that you are having this issue, we here on the forums are not Adobe Officials. We are volunteers who answer questions about the programs, and not about problems with plans or subscriptions. You will want to contact Customer Care. They will be able to address the issues you are having with your subscription. 

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

Best regards,

Michelle

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Community Beginner ,
Sep 30, 2023 Sep 30, 2023

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Thank you for your attention and reply. The issue has been resolved, and the official refund has been received. I apologize for any inconvenience caused to everyone.

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Community Expert ,
Oct 01, 2023 Oct 01, 2023

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Please go to Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies on your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

or Twitter:
https://twitter.com/AdobeCare

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