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Answered

Impossible to upgrade

Forum|Forum|7 years ago
August 20, 2018
5 replies
10567 views

I recently purchased a subscription to PS and LR CC which provided 20 Gb of cloud photo storage. I soon reached that limit and the red message at the top of the screen says, "Your cloud storage is full. Upgrade now to continue syncing your photos". All fine in theory, but Adobe customer support informs me that I cannot upgrade. Instead, I have to purchase a different plan, The agent's specific words were "The website will tell you to upgrade it but practically, it cannot be done because the subscription code has limited cloud storage of 20 gb and for a new code, you need to purchase it again, otherwise sign up for the 1 tb photography plan.

This is all very confusing, especially to a 'newbie'. I don't understand the difference between a 'subscription code' and a 'photography plan'. I certainly don't want to have to pay twice for different plans. Can anyone advise what I should do? I would like 1 Tb of space.

Creative Cloud

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Correct answer Kanikas

Hi Bob,

Sorry for the inconvenience.

As I see you have an active Creative Cloud photography plan subscription (20 GB), purchased for one year. In order to have a plan that allows you a 1TB storage, you will have to change the plan.

Kindly use the link to change/upgrade plan: Learn how to change your Adobe Creative Cloud plan

If this does not help, kindly cancel your subscription and purchase a new plan: How to cancel your Adobe Creative Cloud plan or membership

Once cancelled, please buy again using this link: Creative Cloud pricing and membership plans | Adobe Creative Cloud

You may also Contact Customer Care for help and support.

Feel free to update the thread for more questions.

Thanks

Kanika

Aussie Bubbles

New Participant

Why can't I see option to upgrade cloud storage? The only option under manage plan is to cancel? Why so hard to pay you guys more money? I don't want to cancel my plan to see what options I have.

Kanikas

Community Manager

Hi,

We're here to help you. Please follow the steps shared in this link to upgrade the Creative cloud storage:

https://helpx.adobe.com/in/x-productkb/global/upgrade-creative-cloud-storage.html

Hope this helps! Feel free to update the thread for any other questions.

Thanks

Kanika

kglad

Community Expert

if the previous post link fails to help, contact adobe support. there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

D

defaultjh4j1weaic1q

Participating Frequently

I purchased two Adobe scratch cards from Amazon giving me two years pre-paid access to 1TB Lightroom plan and I still have 15 month left on the plan but I wanted to upgrade to LR&PS 1TB and pay the extra for an annual plan up front. So I expected to have my existing plan cancelled and be given a credit off the annual cost of the LR&PS plan. I was happy to pay the extra. But Adobe don't want my custom and will not give me any credit for canceling the 15 months left I have to run. They say I have to lose that money. I have now downloaded the trial version of Capture One 21 and if I like it I will switch.

Strange way to treat a willing customer.

R

reidconti

New Participant

So, as far as I can tell, it's basically a scam. Whether it's intentional or unintentional, I don't know.

I was trying to buy the Photography package while signed in, and the $19.99 1TB option for LR Classic + CC was the only one listed, both on the page with the dropdowns in the Creative Cloud purchasing area, and also on the webpage that's in all black that has the Product Features comparison matrix.

I took a whole bunch of screenshots while chatting with an online support agent who kept insisting I could get LR Classic for the $9.99 plan; ultimately I had to take a call from India and give my credit card number over the phone just to buy the 20GB plan for $9.99. When you're logged in, that is NOT an option. I don't know if they're trying to effectively price discriminate against logged in vs non-logged in users, or what.

The only confounding factor is that I was doing a LR Classic trial in the days leading up to it (long story, but LR6 was crashing constantly and Adobe was unable to fix it, so I was hoping LR Classic CC would work, and then I was willing to pay for an 'upgrade').

So, maybe unbeknownst to me I was using a 1TB trial and there was no way to 'downgrade' to the 20GB paid version. At the very least it's a horrible user experience, at worst it's basically trying to scam you into paying more than you want to. After all, most LR users just want to edit their photos and enjoy life the way it used to be, and not be part of some cloud subscription world.

C

Cabal Tattoo

New Participant

I have found no way of upgrading, only cancelling after a week of searching and reading so yes I do believe there is something not right here...

Kanikas

Correct answer

Community Manager

Hi Bob,

Sorry for the inconvenience.

As I see you have an active Creative Cloud photography plan subscription (20 GB), purchased for one year. In order to have a plan that allows you a 1TB storage, you will have to change the plan.

Kindly use the link to change/upgrade plan: Learn how to change your Adobe Creative Cloud plan

If this does not help, kindly cancel your subscription and purchase a new plan: How to cancel your Adobe Creative Cloud plan or membership

Once cancelled, please buy again using this link: Creative Cloud pricing and membership plans | Adobe Creative Cloud

You may also Contact Customer Care for help and support.

Feel free to update the thread for more questions.

Thanks

Kanika

bobj72315114Author

New Participant

Thanks Kanika. I have now purchased the 1Tb photography plan, but am concerned that I will be paying for two plans, as I originally subscribed to the 20 Gb plan. Do I have to cancel that one and is there any cancellation fee? Or does the new 1Tb plan simply replace the old one?

Bob

Abambo

Community Expert

It’s a little bit confusing with Adobe and the Photography plan and Lightroom CC with one Tb of could space.

The Photgraphy plan has Photoshop, Lightroom Classic CC and (unfortunatly) Lr CC. In addition there is 20Gb of cloud space.

Lr Classic CC is not cloud based and stores its pictures locally including the catalog file.

Lr CC is Adobe‘s new cloud based photo editing tool and stores its pictures in the cloud. You reach soon the limits as you have seen. You may buy an additional 1Tb cloud space with that plan.

The Lr CC plan contains Lr CC and one Tb of cloud space, but no Photoshop and no Lr Classic CC.

Pictures are stored to the cloud and you can edit your pictures from virtually any place where you have internet access.

Now you have had a Photography plan and you have (theoretically) changed that into an Lr CC plan.

You will see in your account under adobe.com manage account, what plans you have. Plans and Products will show all your plans you have.

You can cancel for a full refund any plan that you have bought for the first 2 weeks. So if you have 2 plans and you do not have passed the 14 days limit, you can cancel without any problem what you want to cancel.

If you are over those 14 days, you need to contact Adobe via customer care to cancel and getting a refund for the plan you intend to cancel. Normally early cancel involves a cancel fee of half of the remaining subscription, but I’m sure that in your case there will be no termination fee. Customer care can handle that.

Any way any solution you may choose: If you run in trouble ask the friendly community and you will get instant help. If we can’t help, we will direct you to customer care.

I wish you pleasant photo editing.

ABAMBO | Hard- and Software Engineer | Photographer

M

MelissaLA88

Participating Frequently

Hi, bobj72315114,

Have you tried logging into your Creative Cloud account and seeing what you have available under Plans & Products? I have an option to "Manage Plan". Wondering if you can select that and find your answer that way.

The plan you have and the plan you want are two different plans according to the types of plans available. You can see them all here. I've not experienced this myself before... but, from what customer support told you, it sounds as if you need to cancel your current plan and then purchase a new one. Be aware of any cancellation fees if you do that though!

Let us know if you can manage your own plan and we'll go from there

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