How To Cancel Captivate Prime License / Billing

[jccshoe]

We have tried everything. We have a number of admin accounts associated with Captivate Prime, but when we call, they say they either can't see the product (they can see our Adobe Cloud products), or that none of the emails provided have a Captivate Prime account associated with them. The online literature shows cancellation features in the Admin billing portal that don't exist on the actual platform. And online chat leads to a number of transfers that ultimately leads to an indefinite "connecting to next agent" cycle.

[Hugh5E86]

Following.

[Madonna_James]

Hi @jccshoe ,

Thank you for reaching out.

Sorry to hear you are facing issues with account cancellation.

The cancellation steps for a Credit card purchase versus a purchase plan or MAU plan is different.

It depends on the type of purchase you have made.

1)For a Credit card purchase below are the steps:

To cancel an order:

1. In the left pane of the Administrator page, click Billing.
2. In the Billing page, on the upper-right corner, choose Actions > Deactivate Account.
3. Once the Administrator deactivates the account, all existing orders in the account are canceled from the next billing cycle.

Note:

When an account is deactivated by the customer, it enters a trial state for the next 30 days. The account owner receives three reminder emails to revive the account. If the owner does not reactivate the account, none of the users are able to access Captivate Prime apart from the owner.

2) For a MAU(Monthly active User) and for a Purchase plan cancellation below is the step:

To cancel an active subscription,  please contact the respective Customer Success Manager OR the Captivate Prime support team.(captivateprimesupport@adobe.com)

Link for your reference# https://helpx.adobe.com/captivate-prime/administrators/feature-summary/billing-management.html 

Hope that helps.

Best Regards,

Madonna James

Adobe Inc.