Unacceptable overcharge after upgrading to new plan

[FreddyNoel]

After upgrading to a new yearly plan on 11th July 2025, I was surprised to be charged £14.99 on 4th August based on my previous plan. This charge (£14.99) is not acceptable, and I wish there were a way to contact Adobe for a refund. Any help would be appreciated. Thank you.

[kglad]

if that's the photography plan renewal an email was sent ~1 month prior to the renewal date.

the same plan paid annually did not increase in cost.

[FreddyNoel]

Thank you for your quick reply. I received the email regarding the increase of the charge from £9.99 to £14.99, which prompted me to upgrade to the Yearly plan, making my account more affordable. Therefore, I did not expect to be charged £14.99 on my old account since the new yearly plan took effect before the renewal date. The previous plan should have been cancelled from your account, which is what I reasonably assumed would happen. Please proceed with the refund or extend my current plan by another month until 12th August 2026.

[FreddyNoel]

Thank you for your quick reply. I received the email regarding the increase of the charge from £9.99 to £14.99, which prompted me to upgrade to the Yearly plan, making my account more affordable. Therefore, I did not expect to be charged £14.99 on my old account since the new yearly plan took effect before the renewal date. The previous plan should have been cancelled from your account, which is what I reasonably assumed would happen. Please proceed with the refund or extend my current plan by another month until 12th August 2026.

[Peru Bob]

 Please proceed with the refund or extend my current plan by another month until 12th August 2026.
By @FreddyNoel

We are not Adobe employees and don't have the ability to do that.

Only Adobe Support can help you with that.

[kglad]

you'll need to await (monday am pst) an adobe employee for info.

[FreddyNoel]

Thank you so much for the advice, but I cannot find anywhere how to get in touch with Adobe directly. Can you help me with a link or any advice on how to reach them, please?

[kglad]

you have to wait for the weekend to pass. then if you don't get a badged employee responding, post again and i'll flag one. 

[FreddyNoel]

Thanks, will do. I am very grateful for your assistance.

[kglad]

you're welcome.  so, about 20 hrs after your last past there should be an employee response.  if not, add another message to get my attention.

[Shivangi_Gupta]

Thanks for reaching out. I understand your concern and took a look at your account details. Your current Adobe Photography Plan (annual, paid monthly) is 1 month and 6 days old.

Would you like to switch to the annual prepaid plan to take advantage of the lower overall cost?

Please refer to this article to know how: https://adobe.ly/45o4RDh

Also, please find the answers related to the Adobe Photography plans listed here: https://adobe.ly/3JlOJcE

Let me know if you have any questions.

^Shivangi

[FreddyNoel]

Hi Shivangi,

Thank you for your prompt reply. There is something wrong. I am not on a pay monthly plan. I have subscribed and paid for the annual plan in full, as mentioned before, on 11th July, while my previous subscription was every month since Adobe started the subscription scheme several years ago. 

As stated in my first posting: "After upgrading to a new yearly plan on 11th July 2025, I was surprised to be charged £14.99 on 4th August based on my previous plan. This charge (£14.99) is not acceptable, and I wish there were a way to contact Adobe for a refund. or an extension of my new annual contract by one month"

I am attaching the proof of my registration and Adobe confirmation below that I have pre-paid the full year until 12th July 2026 with 1TB of cloud storage.

I trust you will take the necessary action to make things right.

Thank you.

Frederic

[Jeffrey_A_Wright]

Freddy, sorry you continue to encounter problems managing your subscription commitments. Please be careful with anything you post, as this is a public discussion forum visible to anyone with Internet access.

I am only showing the one new subscription, that Shivangi, previously referenced under your account, Freddy. Did you start the yearly pre-paid commitment on a different account? There are no records of your previous subscription, Freddy, on this account, only the new annual commitment, which is billed monthly. For more information on the subscription commitment under the account you used to start this public discussion, Freddy, see https://adobe.ly/47ygJUq. ^JW

[FreddyNoel]

Hello, Jeffrey, I wish Adobe had a secure Support system to get this kind of issue sorted. I don't think the document I posted may be a problem on this public forum. Inappropriate for this kind of discussion, I must agree.

I am so confused. I do not know how this mess could have happened. As mentioned earlier, I had a subscription from the very beginning when Adobe started this. I didn't set up a new monthly subscription. However, I assumed that applying for an annual subscription, as confirmed on the document, would automatically cancel my existing monthly subscription. I have no idea if I used a different account name. If Shivangi still has a "monthly paid" subscription in my name, it should have been cancelled automatically (my assumption). Anyhow, I trust you should be able to do that now since I do not expect to run (and pay) for two accounts if my name has been mixed up somehow. I have only used my regular Lightroom Classic application for so many years. Fortunately, it seems to be OK so far and was not messed up by this unfortunate situation.

Thank you for finding the best way to solve this mystery. I probably should inform my bank that the £14.99 debit on 4th August was not acceptable and file a request for a refund.

Best regards

Frederic

[Jeffrey_A_Wright · Accepted solution]

Thanks, Frederic. I checked the document you posted, too, and left it since it had no personal information. I did want to warn you, though, as people often think they are chatting directly with our support team and start sharing personal information when they are instead posting in a public discussion forum. Equally, be cautious of any private messages that are sent to you from someone in this Community Forum.

I would encourage you to contact us directly by clicking on https://adobe.ly/4lROUdz to speak directly with a member of our team, Frederic. You may want to start by using a different device, such as a smartphone or tablet, since you may have been blocked from reaching us previously on the current device and started this discussion thread.

I would also recommend you log in with the same account you use for your Lightroom Classic photos, Frederic. It should be tied to your original subscription, and then you can work directly with our team to get any duplicate subscriptions cancelled. I believe you are currently logged in under the account that has the duplicate subscription, since it is not the prepaid subscription you intended to purchase. ^JW

[FreddyNoel]

Thank you very much for the prompt response, Jeffrey.

I will contact the support tomorrow, hoping to sort this out with someone who will be as helpful as you have been. 

FL

[FreddyNoel]

Hi, Jeffrey, just an update that everything was sorted yesterday with a very understanding and patient agent from Adobe Support through the web link you provided.

Thank you so much again for your help and Adobe's superb endeavour to resolve my issue. 

Best regards

Frederic

[Shivangi_Gupta]

Thanks for keeping the thread updated. We are glad you got the issue resolved. 
Give us a shout if you get any additional queries.

^Shivangi

[Frédéric LANDES]

Hi Shivangi, It was too good to be true. Now, my account shows I have no plan! I can't access my Lightroom Classic files anymore, and my Creative Cloud shows I am on the Free Plan.

This is becoming so frustrating!

Can you please help?

Thank you.

[kglad]

@Frédéric LANDES are you and @FreddyNoel the same?

[Frédéric LANDES]

I suppose I am, yes.

[kglad]

why the name change?

[Frédéric LANDES]

I have no idea how it happened. Is it my name that creates the issue?

[kglad]

i don't know if they're related, but it's unusual to have a different name assigned.  i haven't seen that in years.

[FreddyNoel]

After another couple of hours with two different support agents, we ultimately solved the problem. The second guy has been brilliant, and the issue was by my different email that was linked to my Paypal account. 

My account is now clear and Lightroom back to normal.

Thanks for your assistance.