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Rob-Hong_Kong
Rob-Hong_Kong
Participant
November 7, 2017
Answered

Have paid Creative Cloud Subscription but Account still says I am on a Free Plan

  • November 7, 2017
  • 1 reply
  • 2561 views

I paid my Creative Cloud subscription on 25th October 2017, I have the receipt from Digital River and also the charge shows on my credit card account. Yet when I login my account online it still says I have a Free Plan and when I open any Adobe Applications they say I am on a trial account.

I have been trying to get this resolved with you customer service people since Sunday 5th November, however they keep telling me my account was cancelled or they do not have the payment records. I have sent them a copy of the Receipt for my purchase too, and they are still unable to resolve this issue.

I have spent several hours online chatting with Adobe agents and they are totally useless. I have now been told I will get a call back on Thursday 9th November, why the cannot rectify this issue based on the information I have already provided.

Really Adobe needs to up their standard of customer support as the service I have received has been extremely poor.

Can someone help out and get this issue resolved immediately?

Rob

This topic has been closed for replies.
Correct answer Ned Murphy

No One here can help except maybe one of the staff could possibly contact the folks you are waiting for to see if they can step it up a bit.

Contact support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...

Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.

Creative Cloud support (all Creative Cloud customer service issues)

https://helpx.adobe.com/contact.html?step=CCSN_membership-account-payment_change-or-upgrade-your-membership

FAQ: What do I do if I have a membership but my app is acting as if I have a trial?

https://forums.adobe.com/thread/1962238

Creative Cloud website shows trial options after purchase

https://helpx.adobe.com/creative-cloud/kb/cloud-website-shows-trial-purchase.html

1 reply

Ned Murphy
Ned MurphyCorrect answer
Legend
November 7, 2017

No One here can help except maybe one of the staff could possibly contact the folks you are waiting for to see if they can step it up a bit.

Contact support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...

Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.

Creative Cloud support (all Creative Cloud customer service issues)

https://helpx.adobe.com/contact.html?step=CCSN_membership-account-payment_change-or-upgrade-your-membership

FAQ: What do I do if I have a membership but my app is acting as if I have a trial?

https://forums.adobe.com/thread/1962238

Creative Cloud website shows trial options after purchase

https://helpx.adobe.com/creative-cloud/kb/cloud-website-shows-trial-purchase.html

Rob-Hong_Kong
Rob-Hong_KongAuthor
Participant
November 7, 2017

Hi Ned,

Thanks for your reply.

After 3-days of time wasting with your Asian based customer support people I finally got a resolution. They finally admitted my payment had been received and that there was a "System Issue" which had prevented my subscription from being renewed as it should have been. So they have agreed to a refund.

But this was after being told I should uninstall all my software, send them my banks statements showing payment even though I sent them a copy of an Adobe issued receipt.

Probably the worst customer service experience I have ever had, clearly Adobe doesn't care about customers at all. So probably time to switch to something new and a company that understands how to provide support.

Have a nice day.

Rob

    Kanikas
    Community Manager
    KanikasCommunity Manager
    Community Manager
    November 13, 2017

    Hi Rob,

    Sorry for a late reply.

    I see you have an Adobe account with the same ID as with forums. I see that you have purchased a new subscription 4 days ago. Let us know if you any questions regarding the same.

    Thanks

    Kanika

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