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[LOCKED] COVID-19 and subscription payments

Community Beginner ,
Mar 23, 2020

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@adobe, Why haven't you postponed your billing throughout this crisis. Many of your loyal customers are independent or small businesses, who are under immense financial pressure in these uncertain times. At a time when the creative community are offering their services at reduced rates (or free) in an effort to help others. I'm sure you could play your part too.

Danieledom and Marcusl44852520, I appreciate that this is an unusual time for all of us. If you are facing problems making your membership payment, then please start by using the automated process at http://helpx.adobe.com/x-productkb/policy-pricing/cancel-membership-subscription.html to complete the cancellation process.

 

If you need to discuss your specific situation, on why you are unable to make the current payment and how you need to maintain your Creative Cloud membership, then begin a chat session at https://helpx.adobe.com/contact.html.  As previously discussed, we continue to receive a high volume of interactions during this pandemic.   Please be prepared for an extended wait if you do need to chat with a person.

 

For complete information on how Adobe is partnering with the global community during this pandemic, see https://www.adobe.com/covid-19-response.html?promoid=RGJ8NJ5Q&mv=other.

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[LOCKED] COVID-19 and subscription payments

Community Beginner ,
Mar 23, 2020

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@adobe, Why haven't you postponed your billing throughout this crisis. Many of your loyal customers are independent or small businesses, who are under immense financial pressure in these uncertain times. At a time when the creative community are offering their services at reduced rates (or free) in an effort to help others. I'm sure you could play your part too.

Danieledom and Marcusl44852520, I appreciate that this is an unusual time for all of us. If you are facing problems making your membership payment, then please start by using the automated process at http://helpx.adobe.com/x-productkb/policy-pricing/cancel-membership-subscription.html to complete the cancellation process.

 

If you need to discuss your specific situation, on why you are unable to make the current payment and how you need to maintain your Creative Cloud membership, then begin a chat session at https://helpx.adobe.com/contact.html.  As previously discussed, we continue to receive a high volume of interactions during this pandemic.   Please be prepared for an extended wait if you do need to chat with a person.

 

For complete information on how Adobe is partnering with the global community during this pandemic, see https://www.adobe.com/covid-19-response.html?promoid=RGJ8NJ5Q&mv=other.

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Most Valuable Participant ,
Mar 23, 2020

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New Here ,
Mar 30, 2020

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This is BS. You can't even get it for education. I've been trying for a week now. They are full of it. Total corporate PR move. People should call them on social media. It should just be FREE for all period until September if not permanently. Why can't they make $$ with ads like every other app? They are stuck in 20th century.

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jane-e LATEST
Adobe Community Professional ,
Mar 30, 2020

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Hi Jennifer,

If your school has been using CC in their labs, then talk to your IT department about how to use CC at home while your labs are closed. They are the ones who need to set it up with Adobe.

https://theblog.adobe.com/adobe-enables-distance-learning-globally-schools-impacted-covid-19/

~ Jane

 

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Community Beginner ,
Mar 24, 2020

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Adobe needs to suspend all subscription payments immediately. In the UK they should be sending their workers home on the 80% and doing the right thing by suspending payments.

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Adobe Community Professional ,
Mar 24, 2020

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Please see this response from Adobe on the coronavirus here:
https://www.adobe.com/covid-19-response.html

~ Jane


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Community Beginner ,
Mar 24, 2020

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I have seen the response and my comment still stands. You are protecting education and bigger businesses by only suspending payments for additional licences for enterprise subscriptions. You still need to suspend all subscriptions as the smallest businesses are the hardest hit. I can't invoice my clients so why are you invoicing me?

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Adobe Community Professional ,
Mar 24, 2020

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"...You are protecting ...You still need to suspend... "

 

Hi 

This is a user forum with some input from staff — you are not speaking to Adobe. As volunteers,  we can't change the policy — we can only tell you what it is. 

 

You might try contacting Adobe Customer Care and ask them to send your concerns to management.
https://helpx.adobe.com/contact.html
Click the chat icon in the lower right and type "agent" to get a human.

 

~ Jane

 

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Community Beginner ,
Mar 24, 2020

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Jane, Thanks for your help.

 

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Community Beginner ,
Mar 24, 2020

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Thanks Jane. I contacted support and got a 3 month break.

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New Here ,
Mar 24, 2020

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Hi Jane. May I ask, what did you say or ask for to recieve a 3 month payment break?

 

Kind Regards,

Doug

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Community Beginner ,
Mar 30, 2020

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I would suggest contacting Adobe and explaining your situation. They should offer some help suitable for your situation.

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New Here ,
Mar 24, 2020

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Hi Marcus - I am looking for some more information re the subscrition break. Is it only for schools? Any information would be a real help - struggling to find much online and finding it hard to get a contact for Adobe customer helpline. Kindest, 

Laura. 

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Community Beginner ,
Mar 30, 2020

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Steve, I'd suggest you visit the contact page and use the 'chat' facility to contact support. They were very responsive when I chatted with them, offering  us a 3 month break in subscription payments.

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New Here ,
Mar 24, 2020

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I might have this wrong but I just cancelled my subscription and re subscribed to get 2 months free. 

 

Info here:

 

<Removed by Moderator>

 

It seems to have worked for me inasmuch as my next bill is now in May.

 

Good luck,

 

Ben

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Community Beginner ,
Mar 24, 2020

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Have you lost all your libraries in resubscribing?

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Adobe Employee ,
Mar 24, 2020

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Yes, you are wrong, Ben.  The offer which you received is just one of the many possible options that is given when someone cancels a membership.  Please bookmark the link offered by Jane-E so that you can be kept up to date on valid offers provided by us during this crisis.

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