Nag message when starting PS and LR

[Vendee]

For the past few years I've been on an annual subscription plan paid monthly but at the last renewal, I opted to purchase a prepaid annual subscription from Amazon because it worked out cheaper. Now, every time I start PS or LR, I get a large screen message telling me that my subscription will run out in Jan 2020 and inviting me to go to the Adobe website to remedy the matter. I can dismiss the message but as I've paid for this product and its got 12 months to run, I don't want to see this message every time I launch PS and LR. How do i remedy this problem?

Thanks,

Paul

[kglad]

check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://accounts.adobe.com/

if your account shows

a. your subscription is active,

1.  sign out and then back in to your cc desktop application using the same adobe id above to verify your subscription:  http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

2.  if that fails, https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

3.  if that fails, https://helpx.adobe.com/creative-cloud/kb/cc-reverts-to-trial.html

4.  if that fails, using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

if your account shows

b. you have no subscription and you're paying for one

1. using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

[Vendee]

The problem seems to stem from the fact that I've gone from a monthly subscription to a prepaid annual subscription. My account page only shows the expired monthly plan and does not mention the new annual plan but even the nag message acknowledges that my subscription expires in 2020.

When I contact Adobe using their chat facility, they only see the expired monthly subscription on my account. It is only when I give them the redemption code that I used, then they can see that I have a valid subscription. I have just contacted support via the chat line for a third time. Exactly the same thing .... couldn't see the prepaid plan on my account. He is going to escalate the issue and they will contact me via email. I'm really pulling my hair out. I don't want to see this nag screen every time I launch for the next 12 months.

I think the system wants me to revert automatically to my monthly plan when the prepaid annual plan expires but I expressly told them not to do that because I may purchase another prepaid plan or maybe decide not to renew. I think that is what is causing the problem. The first Adobe agent I spoke to tried to get me to keep the monthly plan active and said I could cancel it just before it kicked in again in 12 months but if I forget, or am ill at the time, I will be charged for something I might not want.

[Vendee]

Ok, so now I'm furious. I've just received an email from Adobe stating that they have resolved the issue and the case is closed.

They have resolved the issue by putting me back on a monthly plan to take effect when the prepaid annual plan finishes in 12 months time. This means that they will automatically debit my paypal account at that time. I had told them that I didn't want this to happen. I don't want to go back onto a monthly plan in 12 months time. I'm absolutely furious!!!

[Vendee · Accepted solution]

Panic over. I've just logged into my Paypal account and de-authorised future payments to Adobe. If I decide in 12 months time that I want to go back onto a monthly plan, I'll have to set it up again but at least I won't have to remember to cancel when my annual subscription expires. I'm still annoyed that Adobe could not sort this out. At least the nag screens have gone now.