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Upgraded to All Apps, but still being charged the Photography Plan in addition

Community Beginner ,
Nov 18, 2022 Nov 18, 2022

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Hi everyone,
A few days ago I upgraded my plan from Photography to All Apps. However, when I went to check my account, the Photography Plan was still there next to my new All Apps plan. When I tried to cancel it I got met with an early cancellation fee. 

Wasn't the All Apps Plan supposed to automatically replace and cancel the Photography Plan? How does this work?

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Account management , Billing

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correct answers 1 Correct answer

LEGEND , Nov 18, 2022 Nov 18, 2022

So you didn't actually upgrade your plan? You took out a new one and assumed it would replace it? No you have two plans. Contact Adobe indeed, maybe they will waive the fee. 

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Community Expert ,
Nov 18, 2022 Nov 18, 2022

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use a browser that allows popups and cookies and contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human

p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.s. you can also use twitter to tweet @AdobeCare

p.p.p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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Community Beginner ,
Nov 18, 2022 Nov 18, 2022

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Thank you for the swift reply!. Unfortunately I don't see any chat option on the support page. I've tried with Chrome, Edge and Firefox.

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Community Expert ,
Nov 18, 2022 Nov 18, 2022

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use phone or twitter then.

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Community Beginner ,
Nov 21, 2022 Nov 21, 2022

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Solved! You need to have all cookies enabled for the popup to appear.
The support agent was very helpful and fast.

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Community Expert ,
Nov 21, 2022 Nov 21, 2022

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thank you for the follow up.

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LEGEND ,
Nov 18, 2022 Nov 18, 2022

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So you didn't actually upgrade your plan? You took out a new one and assumed it would replace it? No you have two plans. Contact Adobe indeed, maybe they will waive the fee. 

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Community Beginner ,
Nov 18, 2022 Nov 18, 2022

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Yeah, this seems to be the case. I didn't realize you can have another plan besides the All Apps. I thought that was the ultimate boss plan that would cover and cancel anything else.

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Community Expert ,
Nov 18, 2022 Nov 18, 2022

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@Chris NN.  no.  to change plans, you cancel one and start another.

 

in your situation, you do NOT want to be charge for an early termination of your annual photosgraphy plan.  contact support so they can make sure you're not paying twice for the same thing.

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