Unable to Change Account Plan (This Purchase Is Not Supported)

[Beth29163554u866]

Hello,

I am a teacher at a school and didn't realise Adobe offered such a great discount. I am trying to purchase a CC license, however every time I progress through this: https://helpx.adobe.com/manage-account/using/change-plan.html (and any other step by step guide) I am met by "this purchase is not supported".

I would like to ideally keep my account and not create a new one (yet another email + password comination to keep track of!), I've tried getting through to customer support but I seem stuck in an endless loop of self-help guides.

How can I change my license and get past the "purchase not supported" error?

Many thanks! 

Beth

[Jeffrey_A_Wright]

Beth, I don't see any active memberships under the e-mail address you used to post to this public discussion forum. Are you trying to use the e-mail address managed by your school? Please see https://helpx.adobe.com/enterprise/kb/enterprise-id-faq.html for information on choosing between the account managed by your school and your individual plan.

If you are planning to purchase your own plan, then I would encourage you to use an e-mail address independent of your organization. This helps ensure you have access to the membership you paid for, regardless of if you have access to the e-mail account.

[Beth29163554u866]

Hi Jeff,

Thanks for getting back so quickly!

I'd like to keep this account, but utilise the student/teacher discount for the CC all apps.

I have tried the approach of changing this accounts email to my schools one, however I wasn't able to complete the purchase due to the illustrator license still being active.

Without changing the email to my school one, I wasn't able to access the appropriate discount for the CC all apps purchase.

Are you able to help with this?

[Jeffrey_A_Wright]

Beth, there is no requirement to use the e-mail address associated with the school to receive the discount. Please see https://helpx.adobe.com/x-productkb/policy-pricing/education-faq.html for information on eligibility requirements to confirm that you qualify and then make your purchase from https://www.adobe.com/education.html

If you continue to encounter barriers to the signup process, then please do not hesitate to begin a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen and a member of our team will be happy to work with you directly.

Alternatively, you can contact your school's Creative Cloud plan administrator for assistance. They may be able to help with clearing the error preventing you from subscribing to an individual membership under the e-mail address provided by the school.

[Beth29163554u866]

Thanks again Jeff,

I've checked the links you've given, I can see the option I'm after, however it won't let me complete the purchase due to the "this purchase is not supported" error. Interestingly, if I try to purchase at full price without the teacher discount, it seems to let me proceed without an issue.

I've cancelled the illustrator package but still seem stuck at this point. 

I've been to the help link provided but can't find an option to open a secure chat to one of the team - I must be missing something! 

Thank you again for helping 🙂 

[Jeffrey_A_Wright · Accepted solution]

Thanks for the update, Beth. Ensure the browser is accepting cookies and that popups are allowed when you click on https://helpx.adobe.com/contact.html?rghtup=autoOpen

The window will automatically open in the bottom right-hand corner of the screen. If it doesn't open, use a different browser or device until you have access to the chat window.

[Beth29163554u866]

Thank you very much, it was the browser preventing it from opening! I appreciate your patience! 🙂 

[Jeffrey_A_Wright]

You are welcome, Beth! I am glad you were able to get through. 

You may want to keep the trick of using a different web browser in mind if you ever have any other problems accessing a website. I often switch between browsers due to display or browser support issues.