Horrible Customer Service

[nalidsa]

I received a free one year subscription to Adobe via Adobe Stock. Accepted in January of 2019, and now suddenly without warning it forces me to accept the trial version, which expires in 5 days. I have just wasted an hour of my time chatting to someone and they tell me I don't have an account with my email, that it is under another email, as well they told me I cancelled my subscription which I did not do. They insisted I had openend my free account under another email and I have no clue what that would be, so simply put, the won't reactivate my subscription. I even sent them the emails I received from Adobe Stock with the activation code, and there only response is it has been used. No kidding!

Anyway, I have no clue why my FREE subscription has been taken away and I most certainly did not cancel the account, so now I am forced to go back to paying which pretty much defeats the offer of FREE. And to be told I cancelled it is such a shameful bunch of nonsense.

I can only say the customer service was about the worst I have ever had. Adobe, you sure dropped the ball on this one.

[Nancy OShea]

Just to clarify because when you say " a subscription to Adobe,"  it's unclear what that means.   Adobe is a big company that sells a lot of different plans and services from Adobe Stock Photos to  Creative Cloud  to Acrobat, Sign and PDF Document services, etc....   

Please tell us  what you paid for and for how long?  If unsure, log-in to your account portal.  Your order history should be listed.  If you used a different e-mail address, log-out and log-in with the other account.   For best results, use a desktop browser like Firefox or Chrome that accepts cookies and does not have script blockers.

Adobe Account

[nalidsa]

I was given a free one year creative cloud LR and PS in January or February. When I last logged on to LR a start trial thing showed up giving me 7 days which is now at 5 days. I had a chat with a person and they said I had cancelled the subscription which I did not do and also told me that there is no account with the email I have used. She claimed I had the subscription under another email of which I am not aware of and she was not in any way trying to fix this. I logged into my account and no order history shows up at all. I am not clear what happened but one minute it was all good, then the next I am in trial mode. There was no email letting me know that this was to expire as it should still be valid till January of next year. And I know for certain I did not cancel the free subscription. I even sent her the email that Adobe Stock sent me to the same email address I have always used for Adobe. She claims it was on another email of which I have no clue, and she claims I cancelled it, which I did not. Again, I need to stress I don't know of any other account I have with Adobe, and I did not cancel the subscription, but all I hear from Adobe is go to the other account (that I am not aware of) and that I cancelled my account when I did not.

And the strange thing is, she kept telling me that I had another account linked to the free subscription yet would do nothing about making it live again. There was a solution but she chose not to use it. One would think if I sent an original email with the offer of the free subscription with links and activation codes she could have un-cancelled the account that I did not cancel.

Overall very poor service.

[Beverley Gray]

Sorry to hear about your experience.

The code was redeemed in January against a different Adobe ID (email address) from the one you used to post on the forum.

You need to sign in with that email address to be able to access your subscription.  Could you have used a business email address?

I've sent a password reset email to the address.

The subscription is active but will not renew in January 2020.

Kind regards

Beverley

[nalidsa]

If the subscription is active then why does it say I have 4 days left on the trial???

I know the code was redeemed in January, I think I have said that multiple times if anyone was able to interpret that. It was for one year. January to July is 6 months. Still with me???? Now my subscription suddenly put me into trial mode for 7 days of which I now have 4 days.

Is it even remotely possible the Adobe ID is from @nalidsa.com??? If that is the case then I no longer have access to that domain and hence no access to emails, so if you did send it to that address I can say with 100% certainty I will not receive any email there.

I have had absolutely no notification from Adobe regarding the expiration, no notification explaining why my so called active account is on trial mode, no notification that I have cancelled my account.

If I do have an active subscription, then can somebody please turn off the 4 days left on trial notifications I get every time I open the programs???

This whole thing stinks. One person tells me I cancelled my subscription and another says it's still active.

I remain consistent in my communication, my subscription is not active and now has 4 days left in trial when the fact is it should be. This happened suddenly and with no communication from Adobe explaining this. None. And I did not cancel the subscription as I was told I did, and now am told it is active??? Which it is not as there is 4 days left on the trial.

[Beverley Gray]

If you have signed in with an Adobe ID that is not connected to your subscription it's likely you will see the trial message, although there can be other reasons why this happens - Stop Adobe Creative Cloud from opening in trial mode after purchase

We need to establish which Adobe ID you're currently logged in with when you get that trial notification.  I'll send you a private message to reply to.

Regards

Beverley

[Abambo]

This answer fro Beverley Gray answers your questions:

The code was redeemed in January against a different Adobe ID (email address) from the one you used to post on the forum.

You can’t expect anyone at Adobe guessing that:

• you are the person having redeemed the code on a different id.
• you are that person and have no more access to that e-mail.

The mistake was that before losing access to that account, you did not enter credentials, like changing the adobe id or adding a second, recovery e-mail or a phone number under your control. The tools are there, you just need to use them.

[Edit, added this after my initial response to clarify]

Just for the records: I’m a user like you and do not work for Adobe. Beverley is an Adobe employee and has insight into the accounts, I don’t have. So if this answer looks harsh to you, I’m sorry about that.

[nalidsa]

@ambado.... Yes you come across as harsh and you really don't know the whole situation, so unless you are really here to help may I suggest you back off.

Beverley is doing a great job thus far and the only person at Adobe who is leaving me with the impression she is concerned and working on the problem and finding solutions.

And just so we are clear, I have better thngs to do with my time than try to scam a subscription.

Thanks

[Abambo]

That Beverley is helpful, I have no doubt. But looking at your initial post, I think that Adobe support was correct, so the support is not horrible. The support was simply not able to solve your situation, which I understand, knowing now that you really redeemed your code under a different account.

I never said that you try to scam a subscription, but I find that all what Support reported in your initial recount was correct. And that has been confirmed by the insight Beverley has. So support was not horrible. Support was correct in their assumptions.

I also received a free redemption code, but as I had no use of it, I gifted it to a different person and that person redeemed. I could now theoretically call cs and reclaim that. They would tell me the same things they told you and it would have been 100% correct.

I can’t know the real whole situation. I’m just interpreting the facts.

(Again: I’m not Adobe and not customer service and my opinions are my own.)

I can’t unfortunately unfollow this thread, but I will do my best to ignore it. I wish you all the best.

[Nancy OShea]

Abambo  wrote

I also received a free redemption code, but as I had no use of it, I gifted it to a different person and that person redeemed. I could now theoretically call cs and reclaim that. They would tell me the same things they told you and it would have been 100% correct.

An excellent example of why a redemption code can be redeemed only one time.

If the log-in is correct, I think  a damaged Hosts File is causing CC to revert to trial mode.  The solution for that is described in this help article. 

Stop Adobe Creative Cloud from opening in trial mode after purchase