購入済みのアドビソフトが急に使用できなくなりました。

New Here ,
Apr 29, 2020 Apr 29, 2020

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昨年の9月から1年契約を組んでいたのですが、

今月の11日頃からAi・PS・Dwなど全てのソフトが使用できなくなっています。

サポートセンターに問い合わせたところ購入履歴がありませんと返答されました。

確かに、マイページを確認した所購入履歴が消えていました。

ただ、毎月のカードの引き落としは5月分も引き落とされている状態です。

同じような症状で困ったことのある方はいますか?

 

アカウントは登録時のものと同じアドレスです。(複数登録はしていない)

よろしくお願いします。

TOPICS
Account management, Billing, Creative Cloud

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Adobe Community Professional ,
Apr 29, 2020 Apr 29, 2020

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This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

Click the following to contact Adobe customer support staff for help: 

https://helpx.adobe.com/contact/support.html

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work.

This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.

If the CSR refers you to the forums, insist on speaking with a supervisor and keep moving up the chain until you get someone who knows what they are talking about.

You can also search for Adobe customer support using your favorite search engine. This will normally provide you with a regionally appropriate phone number that you can use.

Be aware that because of the pandemic, wait times are far longer than usual due to reduced staff and higher demand. Please be patient with the people to whom you speak. Like you, they are feeling a great deal of stress. A little patience and understanding will go a long way to helping you in your particular situation.

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Adobe Community Professional ,
Apr 29, 2020 Apr 29, 2020

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引き落としがある場合は、その内容を元にして、サポートへの調査依頼を行うほかありません。

クレジットカードの情報を元にしての確認はサポートでしか行えないためです。

 

なおゴールデンウイーク期間に入りましたので、次に最短で問い合わせができるのは5/7です。

(明けた直後は大変混雑することが予想されますが)

https://helpx.adobe.com/jp/x-productkb/global/cpsid_837261.html

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