Managing the Creative Cloud Contract

[laurenw10225366]

I purchased an Adobe Creative Cloud package in November 2018 on a Black Friday deal. My understanding is that it would be an annual contract as that was the duration of the deal advertised. However, after the year had passed, the price doubled and I was then charged 60 eur instead of the 35 or so eur I had originally agreed to. I am upset that I was not given the opportunity to approve the renewal of the contract for another year. Additionally, after I had noticed the first charge, I went into my account to pause the contract as I am not using it enough at this point to justify paying the higher price. However, I have been charged again at the regular rate. At this point I have totally deactivated the account, but I want to verify that the payment they tried to charge today will not be processed as I thought I had already paused the account. I find it upsetting that there is no discussion/reminder that the contract would change, rather than just end when the year I had agreed to came to an end. I'd like some support around this issue please.

[John T Smith]

1 - The subscription renews every year until you cancel

When you 'click to agree' to the subscription terms while buying a subscription, that means that you really do need to read BEFORE you buy a subscription... https://www.adobe.com/misc/subscription_terms.html

2 - This is a public forum, not the link to Adobe support
-other users here can't help with an account problem
Be sure to remain signed in with your Adobe ID before accessing the link below
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact/support.html

[Tacafy大尉 · Accepted solution]

laurenw10225366, good evening.
It was said that it was purchased last year on Black Friday, but the promotion price is only for the first year. There was also a notation in the terms of the contract.
Also, when the price changes, you should be notified by email before updating, but could not confirm it?

In any case, account and billing issues cannot be resolved in the user forums. You need to consult support.

Adobe Help Center
*Contact us from “Contact us” Individual or Enterprise at the bottom of the page *
Also, it seems that the payment method was selected monthly, so when the account is disabled, a cancellation fee (equivalent to the remaining 50% of the annual contract) will be charged collectively.

Adobe Subscription and Cancellation Terms

• In Annual contract, paid monthly
  -Subscription Terms-
  About the email when the price changes at the time of updating
  "We may change your plan’s rate each annual renewal term, and we will notify you of any rate change with the option to cancel.”
• Cancellation fee for cancellation
  -Cancellation Terms-
  ”Should you cancel after 14 days, you’ll be charged a lump sum amount of 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period.”

[laurenw10225366]

Thank you for your helpful reply. It's okay that the deal only lasted a year -- that's what I expected based on the the terms of the contract. The point of contention is comes with this:

In Annual contract, paid monthly
-Subscription Terms-
About the email when the price changes at the time of updating
"We may change your plan’s rate each annual renewal term, and we will notify you of any rate change with the option to cancel.”

Specifically, I did not receive a notification of any rate change to the email address under which the account was registered, therefore a new year of contract has begun and I was not given the opportunity to cancel the contract. I think it is reasonable to posit that a notification should be sent when a contract is coming to an end as a basic courtesy to clients who may not want to take on the a full year contract, having intially only signed on to one year. 

[Nancy OShea]

"I went into my account to pause the contract "

I don't know what that means. There is no way to pause an annual plan.

Log-in to your account below. 

https://account.adobe.com/plans

Click on Manage Plans button. You should have an option to cancel your plan and pay an early termination fee which is 50% of the  remaining months of service.  Or to avoid penalty fees, wait until your 12th month to cancel.