Change/Cancel Adobe subscription, Creative Cloud (all apps) offer cannot be selected

Community Beginner ,
Aug 13, 2021 Aug 13, 2021

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Hello everyone,

currently I am the owner of the photo subscription (20 GB). Over the years this had changed many times, starting with the subscription "all applications" for 60€/month. As a student, this was too expensive for me and I wanted to end the subscription, but I was given an offer of 35€/month. I kept this for several years until I changed to the photo subscription (20 GB) (or in the meantime back to 60€/month... I don't know anymore). 


Now I want to cancel or change my subscription and I am again given the "all apps" offer for 35€/month during the cancellation process. But when I want to select this, I get an error message. "Sorry, your subscription could not be changed. Please try again." When I try again, it repeats. 

 

I will only use the programs for private purposes. Since I already work with the Adobe applications at my job anyway, I will also use them less often for private purposes. So the 35€/month offer is more appealing to me. 

 

Can you help me with this problem? Is this a page fault or is it not possible for me to select the offer? 

 

Thank you very much,

Jannik

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correct answers 2 Correct answers

Community Expert , Aug 13, 2021 Aug 13, 2021

Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Be sure to remain signed in with your Adobe ID before accessing the link
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-make sure that your browser does NOT block ads, scripts, or pop-ups
-you must also allow 'cookies' in your web browser for the link to work
This link will go directly to the chat option
Type "Agent" in the chat

...

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Community Expert , Aug 15, 2021 Aug 15, 2021

You must cancel the old plan before you can subscribe to a new plan. 

 

And there is usually a 50% termination fee for cancelling an annual plan early. You need an Adobe agent to assist you with this.  Hopefully they can waive that fee for you.


CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

 

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Community Expert ,
Aug 13, 2021 Aug 13, 2021

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Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Be sure to remain signed in with your Adobe ID before accessing the link
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-make sure that your browser does NOT block ads, scripts, or pop-ups
-you must also allow 'cookies' in your web browser for the link to work
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
- or https://helpx.adobe.com/contact/phone.html
.
Also: beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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Community Beginner ,
Aug 14, 2021 Aug 14, 2021

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Hello John, thank you for your quick response. I was unaware of this, thanks for the clarification. And also for the instructions. I'll try my luck with Adobe support.

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Community Expert ,
Aug 15, 2021 Aug 15, 2021

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You must cancel the old plan before you can subscribe to a new plan. 

 

And there is usually a 50% termination fee for cancelling an annual plan early. You need an Adobe agent to assist you with this.  Hopefully they can waive that fee for you.


CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Aug 15, 2021 Aug 15, 2021

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Hello Nancy, thank you for your reply. 

I talked to the customer support and they could help me! 

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