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Chloe Binmore
Participant
June 30, 2021
Question

Plan not showing up on account

  • June 30, 2021
  • 1 reply
  • 12170 views

I have had a student plan for a while now. I just went to install another app included in the plan onto my computer but upon logging in, it says I only have the free trials plan. I checked my bank account and the subscription has come out so I am definitely paying for it, it's just not showing up. It won't let me contact support as, because it is linked to a university email and it's saying there is no paid subscription, it says I should contact the person in charge within my group or organization for help. I thought cancelling the subscription and restarting it may work but I'm not sure how I would do that as the subscription isn't showing up so I can't cancel it. How can I get access to the products I have paid for?

    1 reply

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    Community Expert
    Ben MCommunity Expert
    Community Expert
    June 30, 2021

    Did you buy a student plan yourself, or are you saying the university has granted you an account using their email login?

     

    If the university is managing the plan and your login no longer has access then you will need to contact your university to restore access to your login.

     

    However, if you purchased the plan yourself, you should be able to call Sales to talk to someone about verifying the status and/or eligibility of your account to continue using it and get this corrected: 800-585-0774. 

      C
      Chloe BinmoreAuthor
      Participant
      June 30, 2021

      I pay for it myself but the account uses my uni email so I can get the student plan (the one that is £16.24 at first then £24.96 a month). When I look on my account now it says I have 'Adobe for Enterprise' where it would usually have my normal plan listed that I pay for. There is also no billing history available anymore on this account, which was there as of 3/4 months ago when I last looked.

        Peru Bob
        Community Expert
        Peru BobCommunity Expert
        Community Expert
        July 9, 2022

        I am having the same issue and haven't been able to get it resolve.

        I have two subscription; one through the institution and the second one which  purchase. Charges have been made to my account yet I can't get access to the product. I also used the same email


        Please go to Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
        https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
        Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

        You may also be able to contact Adobe by phone:
        https://helpx.adobe.com/contact/phone.html

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