change in cloud storage no notice in reduction from 120gb to 100gb

[Benny J Artist]

I just opened lightroom on ipad and found my cloud storage has been reduced from 120gb to 100gb.  I would like to have it back to how it at 120gb as generally have between 100 and 120gb used at all times for presentations of work... any fixes please.  Was given no notice and was working just fine a few hours ago..  v10.2.3. 

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community bugs">

[Benny J Artist]

cheers, yep, no clue on these forums, was really searching for a help line in-house, not oursourced to volunteers..  thx for help though!

[kglad]

you're welcome. 

keep us updated after using the posted links (and carefully checking the folders, esp deleted) to open file space.  or consider purchasing more storage space.

[Benny J Artist]

Looking into it further, (was searching for plan types) when it hit me that it's probably something to do with a plan with 20gb included expiring rather than anything technical, i thought i had changed the billing details but they were only changed for one plan (not user friendly this but ok). I think when it pushes the notification that billing issue resolved it will come back.   fun times.  how do i close this?

[kglad]

just posting that update will do it.  thanks for updating.

[Benny J Artist]

Getting really frustrated here.  Yesterday my cloud storage dropped from 120gb to 100gb.  I found that my photography plan had a missed payment due to payment info expired, so i updated this and paid the expensive add on cost and no change.  I have both the Photography plan with 20gb cloud storage and the adobe express plan with 100gb storage.  It seems only the 100gb is being applied.  I have been through this website for over 2 hours trying to resolve with no luck,  I've tried registering the product but apparently even the invoices don't have the product code on them and the system wont let me login to the LWS page where the help info says is where i can get the serial number for the product.  I am quite impressed at how unfriendly the site is to do simple things and pretty tired of spending so much time trying to resolve this.  I manage projects that keep my cloud storage regularly between 100 and 120gb for the last three years and suddenly can not get this benefit.  Also, the payments were up to date and valid for both products till 2026 so I don't know why there is suddenly an issue.   there is no help desk number that I can find nor an email contact like every other business I deal with and for a few hundred euros a year that I'm paying find it pretty frustrating there is no quick contact to get help,  even finding how to post on this community has meant time wasted through various links etc.  Everything was working fine yesterday morning, and since yesterday afternoon I have been trying to resolve... why make it so hard?  I don't have time for this.  Any suggestions with clear instructions would be most helpful, though am not happy i need to rely on volunteers to help resolve this issue, i'm sure you have better things to do than free work for adobe also...

[kglad]

please don't start new threads for similar topics.

and again, in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

<"moved from using the community">

[Benny J Artist]

just fed up and don't knot if i am starting a new thread or not so don't really care,  i don't want to be here asking for help in the first place,  no i don't have enterprise,  i want customer service not this.  is there a contact number or email or something useful please?

[kglad]

lws doesn't apply to non-enterprise subscriptions.

you have to get an adobe employee to tell you  how to access support, but beware of scammers if you're contacted outside this thread.

[kglad]

do you have an enterprise subscription?

[Benny J Artist]

no idea, i pay 99.99 eur a year for a adobe express plan that includes various apps (rush, spark video etc) and 100gb cloud storage as well as 119.28eur a year for a photography plan that includes apps photoshop, lightroom and 20gb cloud storage.  both active and yet only have 100gb when using lightroom which is my main app.   if this helps.  once again am not impressed at having to share my issue publicly in the hope someone has an answer,  the fragmentation of the website and trying to get the right information is awful, i don't know where i'm posting or if it is useful and am spending more time than necessary on this, i assume it will be a billing problem or something but can't find any contact number to talk to someone who can see my account and deal with it,  appreciate your help but find this an unhelpful structure by adobe and this problem stuffed my meeting up tonight and don't wish to spend more time throwing my issue out to whoever has time to assist.  

[kglad]

use a web browser to navigate to the following locations. at each location there are several folders/link to check.:

https://assets.adobe.com

https://lightroom.adobe.com

https://documentcloud.adobe.com

https://spark.adobe.com

if you delete anything from any of these locations, check for a deleted folder where your file(s) was (were) moved. if you want to clear space you must delete files in the deleted folder. the used storage shown at each of those four sites (when totaled), should match the space shown used by your cc files.