using and paying Adobe for years, but can't update payment options

[longtermoser]

I've been using and paying for PS for years, but according to the chat assistant I don't have a subscription. However, I can see from my invoices (and my credit card) that I am charged monthly. I can't update my payment options because I don't officially have a subscription. But I'm still being charged. How can that be? I changed my email address years ago, so maybe that has something to do with it. But I can't see anything in the old email address either, especially not the current invoices. What can I do? And who can I contact?

[Jeffrey_A_Wright]

As previously discussed, there are no active plans under the account you are using to post to this public discussion forum.

If you are blocked from reaching anyone then please use a different device to click on https://adobe.ly/4ldV2xw to begin a secure chat session. If you have already tried using different web browsers and computers to reach us, then try using a smartphone or tablet. ^JW

[longtermoser · Accepted solution]

‘Solution’
what seems to have happened is the following:
Since Adobe made a massive price increase, my long-standing photo subscription (see screenshot, this is from THIS account) was not automatically renewed. It was simply removed from my account. I was not informed about this. As the amount continued to be debited and I can still use Adobe, I naturally didn't notice. Since I had to update my credit card (reminder also went to THIS account), I only noticed this procedure.

The motivation behind it is clear. I have an old and cheap photo subscription (see invoice). By removing it from my account, I now have to take out a new subscription and pay double the price.
This is the worst business behaviour I have ever come across. I've been a customer for many years and have been using Photoshop and Lightroom for almost 25 years. This is simply not the way to do it.
It's a disgrace!

[longtermoser]

I've pixeled any personal information on the screenshots.

The screenshots prove that I have a valid subscription. By removing them, you only prove that Adobe is using unfair means to make more profit. This will drive away long-standing customers.

[Jeffrey_A_Wright]

Longtermoser, I understand how frustrating it is to be blocked from reaching us. If you have already tried using a different device to contact us, then please work with someone locally who can help reach us at https://adobe.ly/3E4XHc6. You may want to have them review this public discussion or just have them assist you with clicking on https://adobe.ly/3E4XHc6 and speaking with a human. ^JW

[kglad]

..and using a mobile phone browser (with wifi off) is the most likely to succeed.

[longtermoser]

I have tried. I always end up with the virtual assistant.

[kglad]

@longtermoser 

did you mention payment or purchase?

[longtermoser]

payment 👍 Nothing has been clarified yet, but at least I was able to chat to a member of staff. Thank you! 🙏🙏

[kglad]

you're welcome.

(and keep us updated)

[longtermoser]

that link always sends me to the virtual assistant. Since I "have no subscription" I'm not allowed a real person to talk to. That is so ridiculous ...