Subscription randomly expired and no support - anyone else experienced this?

[Stu31066308ywdt]

Update 2: 25 Nov. No further correspondence from Adobe. My free trial runs out today meaning I will lose access to PP which I need. Free trial has been cancelled so I don’t occur the £68.99 monthly fee that I was put on. Looks like this is the end of the road. I am still out of pocket so it looks like formal compalint and then legal action / smal claims court is the way forward. Any one got any experience of that, I'm not sure if that is even doable in the UK if Adobe isn't a UK company.

Update: 18th Nov. I have received an email saying my case is closed however there is no resolution. 2 hours on the phone with Accounts. They agree it's an account issue. The best they can do is cancel my current account and start a new one. Fine. Except they won't refund me the remaining 9 months I have left on my current subscription. What they said they would do is give me a bespoke price to take into account the year I had paid for and not yet received. Fine fair enough, I hesitantly put in my card details through a link they’ve sent. It’s received. I refresh my account, I have 7 days free trial then £68.99 a month. Whilst still on the phone I ask for the bespoke price. U-turn, no sorry we can’t do that actually this is the best we can offer. I push back and the rep says she will look into it and get back to me within 7 days. So it looks as if I lose 9 months of sub I paid up front for and now paying max rate for the new one.

Original post:

I have a Creative Cloud Pro subscription and mainly use Premiere Pro and Media Encoder. Has been working fine for 3 months using PP daily. Today I launch PP and get greeted with a plans and pricing screen. Odd. Go to creative cloud to check my plan and says PP is included in my plan but has a padlock saying subscription expired, but subscription in my account is showing as valid. Contact support who puts me through to tech team to see if the issue is with PP. They remote in, find nothing wrong and says its a plans issue. I get put through to the plans team and they say:

"Thank you for following the steps and providing all the necessary details. I understand you are running up against a deadline, and I am prioritizing this completely. I am seeing a technical conflict on your account—the system shows the license has been successfully added, but your Creative Cloud desktop app is not recognizing it. This indicates a deep technical glitch specific to your Adobe profile, preventing the correct plan details from showing up on your computer. Your Creative Cloud Pro plan is active on our backend but the system isn't reflecting it on your end. To resolve this system conflict, I need to raise this directly to our specialized back-end team for immediate troubleshooting. They have the tools to force the license update onto your account. I will escalate this immediately as a high-priority, business-critical issue."

I then ask how long this will take and their response is 7 business days.

Has anyone had similar happen? Is this a regular thing where it just randomly stops working? Is it likely to be 7 days or am I going to be without PP for longer? Some reassurance would be nice!

[kglad]

for the cc destkop issue, did you try:

start here, https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

ONLY IF YOUR ACCOUNT SHOWS A SUBSCRIPTION WITH NO PAYMENT PROBLEMS, proceed to these steps -

https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

and if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

additionally, below are solutions some users reported:

if those all fail, change your cc language. eg, try international english

if that fails, change the install location

[Stu31066308ywdt]

All of that has been tried. I've had multiple Adobe Techs remote in to my computer and try to fix it and none have been able to. The only option, as outlined in my original post, is for them to remove the subscription and start it again. I would have been fine with that if they would honour the actual original subscription price.

[kglad]

they're unable to do that.  what if you request a new subscription with some free courtesy months to offset the cost difference?

[Stu31066308ywdt]

That is what I've outlined in my post. I'm sorry - have you read my post? I said that they offered me the same subscription that I had and took my card details whilst on the phone. As soon as I gave them my payment they said it was done. When i checked my account they had signed me up to a plan that was £68.99 a month. When I asked for the discount they had said I would have they then decided that they couldnt do that. When I pushed back and asked to escalate they said they would look into it and contact me back. Every time I have contacted customer support I have been informed they are working on it. I am now in the position of having no product and being out of pocket.

[kglad]

i don't see where you made that suggestion, but if you did, you did.

[Stu31066308ywdt]

Where I said their resolution is "What they said they would do is give me a bespoke price to take into account the year I had paid for and not yet received. Fine fair enough, I hesitantly put in my card details through a link they’ve sent. It’s received. I refresh my account, I have 7 days free trial then £68.99 a month. Whilst still on the phone I ask for the bespoke price. U-turn, no sorry we can’t do that actually this is the best we can offer. I push back and the rep says she will look into it and get back to me within 7 days. So it looks as if I lose 9 months of sub I paid up front for and now paying max rate for the new one.' 

They were going to discount the new sub via courtesy months to offset the cost difference. Then, once I had agreed, they said they couldnt actually do what they said they would and i was stuck with £68.99 a month, that I have now had to cancel. However they want to do it, courtesy months, reduce the monthly fee, whatever, I dont really care. The point is they duped me into signing up by offering me the equivalent of my previous sub, and then said they couldnt actually do that. Currently, I have no product and I'm out of pocket for the remainder of my sub that I had paid upfront for. The only recourse seems to be legal action which is what my original post was asking for peoples experience.

[kglad]

ok.