Premium Access

[lorih67367321]

I have been using the Premium version of Express since its predecessor Spark. Just last month I switched my payments on the Photography plan to paying yearly vs monthly. I have been a member since 2016 or earlier. 

Now all of a sudden I lost my premium access and have to purchase it. 

What's going on? There was no mention that my programs would change with the change in payment plans. 

I now have years of graphic design that are unusable because I have the ADobe logo displayed. 

[David__B]

Hi @lorih67367321

I'm not sure why but I'm seeing if I can figure out the cause and will follow up with what I find out.

Thanks,
Dave

[lorih67367321]

Hi Dave. Thanks after losing my access I changed to another subscription yesterday At the advice of a customer service rep - but the new subscription still did not reinstate my old access.
I feel as if this is becoming a chess game. 
i love adobe and have sent many people photographer friends to join-but this bait and switch has me really upset. 

[David__B]

Thanks for following up Lori,

I've been working internally on the issue. We understand what happened but I'm not sure how it will be resolved yet. I'll let you know when I find out.

Thanks,
Dave

[lorih67367321]

Thank you Dave . Hopefully Adobe will reinstate my access. I sincerely appreciate your help.

[Glenn 8675309]

Logging in with a different email account could produce the results you describe.  It happens when I login with my school credentials.

[lorih67367321]

Thanks for the suggestion Glenn.  I only have 1 account. We confirmed it was the change in payment schedule that changed my access priveleges. A surprise after more than 10+ years.  It has really caused issues for me as  I volunteer my graphic design work for local yourh organizations. 😞

[lorih67367321]

Good day Dave. I received communication from Customer Service indicating that Adobe no longer supports Adobe Express. I don't understand that response. 
Do you have any update why my plan/subscriptions changes with a payment schedule update.  I would think Adobe would be happy to receive money upfront. 
thanks again for your help. 

[Glenn 8675309]

That sounds like a scammer.   Emails from adobe always end in adobe.com.
scammers look for people such as yourself, send you an email saying they can help, and usually ask for your Adobe login ID and password (To confirm of course)-- many fall for it, DONT EVER GIVE ANYONE YOUR ADOBE LOGIN ID AND PASSWOORD.


Emails from scammers typically end in outlook.com--- they might even to go as far as to put adobe in the name before the ampersand-(the "at" thing).

The below image is from the photoshop help community but it 100% applie here.

[lorih67367321]

Hi Glenn - thanks again for the info. This reply was from adobe - with an adobe.com email address. It was in response to the ongoing case/chat that I have going about this same issue.

Your Adobe Case #

Dear Lori,   Greetings from Adobe! Thank you so much for your email. We understand that you are no longer able to access the Adobe Express plan. As discussed on the chat we no longer support the Adobe Express. That is the reason we offered the Creative Cloud Photography plan with 1TB.......  and Adobe Express at USD 9.99

 This is the explanation as to why I lost my premium access with the change in payment plan.. The fix is to offer to purchase Adobe Express. 

[Glenn 8675309]

"We no longer support the Adobe Express"---- The language alone is pretty indicative of a scammer. It's also 100% B.S.  Adobe not supporting Adob express?  It's literally in the name of the application.

" As discussed on the chat we no longer support the Adobe Express. That is the reason we offered the Creative Cloud Photography plan with 1TB....... and Adobe Express at USD 9.99"-  they no longer support Adobe express, but then go to offer adobe express?  In what world does that make sense?  

"As discussed on the chat"-  Who talks like that? Scammers talk like that. 

Scammers can easilly spoof email addresses- they change the email header information- you get an instant "Adobe.com" 

I am 100% certain what you posted is from a scammer.   

Do not give them any of your Adobe information, in particular you Adobe ID and login password.  Do not giver them any credit card info (That is what scammers are after).  

[lorih67367321]

Hi Dave - do you have any updates on this issue? Thanks again in advance

[thejanebradbury]

Hello @lorih67367321 I'll raise this again when people are in the office on Monday.

[Design Llama]

I'm having the exact same issue. I updated my payment from monthly to yearly on the Photography plan and lost access to Premium Adobe Express. I had no emails warning me that my plan was renewing and that anything about it would be changing. This is a big issue for me too.

[lorih67367321]

Hello @Design Llama I have not received any update on this. I am sure there are others who are experiencing/or have experience the same.

[deborahw188614]

I have had the same issue and after chatting with 3 different Adobe agents they confirmed that due to a "glitch" some of us retained access to Adobe Express premium long after we should have had it removed. This was removed from the photography plan 12 months ago, but it seems a number of us kept acccess to it. This all changes if you switch to paying yearly - which isn't really a change in plan, just a change in billing cycle. However it does trigger a change in plan and that's why the access to Premium disappeared. I can't recall ever receiving emails notifying Premium was being removed and there was no warning that it would disappear with the recent change. I'm now seriously rethinking my continued support. I really wish you could pick 2 applications as a bundle (like Premier Pro and Lightroom, or Adobe Express and Lightroom) rather than single apps, LR and PS, or the whole she-bang!  

[Design Llama]

Thank you for that explaination. And I agree. If Adobe had more affrordable a-la-carte options, I would be paying more than I am right now while still staying within my budget and actually getting use out of everything in my plan. That sounds like a good thing for both parties.

[Glenn 8675309]

I'm granfathered in: I haven't made any changes_ I get photoshop, and all of adobe express for $9.99 a month.

Read this:

https://helpx.adobe.com/creative-cloud/faq/ccpp-20gb.html

https://helpx.adobe.com/creative-cloud/faq/ccpp-20gb.html

[Kikita Bibi]

Hello! I had the same thing happen to me. Last month, when I updated to a yearly subscription instead of monthly, I noticed I no longer had Adobe Express Premium access. Have you resolved this or found any news on this being a new change??