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Subscription

New Here ,
May 23, 2023 May 23, 2023

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Hello everyone, I have subscribed to Adobe Express on Android. My subscription got cancelled because I had issue with my Visa card. After I resolved the issue, I have subscribed to it but it's still giving error by not loading me account to premium. My Visa card has been deducted by the amount for the month. What do I do? 

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Adobe Employee ,
May 23, 2023 May 23, 2023

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Hi @Kwame Legend 

 

I looked at your account. I don't see an active subscription to Adobe Express. It looks like you had subscribed a few times but then cancelled in each case. I do see an active subscription to Lightroom mobile and wondered if that might be what the charge is in relation to. Does the charge say it is for Adobe Express specifically?

I'd recommend checking that status of Adobe Express subscription following the instructions here: https://support.google.com/googleplay/answer/7018481

 

If you find that you were indeed incorrectly charged for Adobe Express and it wasn't for Lightroom mobile then use the Contact Us button at the bottom of the article to get Google Playstore assistance.

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New Here ,
May 23, 2023 May 23, 2023

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Hello David. Thanks for the prompt response. Kindly check from the attached screenshots for clarification on my subscription for Adobe Express on my Android phone. Kindly help me to resolve it. It's been more 24 hours since I subscribed. Thank you. 

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Adobe Employee ,
May 23, 2023 May 23, 2023

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Hi @Kwame Legend 

 

It can take longer than 24 hours for the subscription to fully update in our system after a billing issue. Could you please wait another 24 hours for the changes to be reflected. 

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New Here ,
May 25, 2023 May 25, 2023

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Hello David, it's been more 72 hours since I subscribed to the service and the issue is still not resolved. Could you please work on it to get resolved please. 😪 I'm loosing access to my works. 

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Adobe Employee ,
May 25, 2023 May 25, 2023

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@Kwame Legend 

 

Thank you for your patience. If you sign out and back in again does it still show you have an active subscription? Is the email you use for the subscription the same one you use here on the forums?

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New Here ,
May 25, 2023 May 25, 2023

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Hello David, I've signed in and out several times and it still shows I have active subscription. When I try to subscribe again, it tells me I have an active subscription and gives an error.

 

Yes, it's the same email address I use for the forum and the subscription. Kindly resolve. 

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Adobe Employee ,
May 25, 2023 May 25, 2023

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Thanks @Kwame Legend 

 

I still don't see an active subscription from our side. This is the first time I've encountered this kind of an issue. I'm investigating what we can do next. I'll keep you posted on what I find out. 

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Adobe Employee ,
May 26, 2023 May 26, 2023

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Hi @Kwame Legend,

 

Have you already tried to clear the cache and restart your device after this? 

 

If you have already tried the above, delete and reinstall the Adobe Express app.

 

We’re looking forward to hearing from you.

 

Lyn

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New Here ,
May 26, 2023 May 26, 2023

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Hello Lyn,

 

Thanks for the help. I unsubscribed and resubscribed. It's been resolved now and I've been able to get my previous projects back.

 

Thank you. 

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Adobe Employee ,
May 26, 2023 May 26, 2023

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@Kwame Legend Great!

 

Thank you for letting us know.

P.S. We're always here to help should you encounter any further issues. 🙂

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