"This purchase is not supported" - Can't upgrade from Photography plan to Creative Cloud (Monthly)

[Mendorian]

Hi all,

I'm trying to upgrade from my Photography plan to Creative Cloud, the monthly plan for £75 (I can not commit to an entire year and am happy to pay the 50% surcharge). When I try to make the purchase, I get an error stating that "This purchase is not supported". My payment details are up to date and I have been subscribing to the photography plan since 2014.

Can anyone help me to fix this?

[Mendorian · Accepted solution]

A quick chat with the chat support solved the issue. Cancelling the photography plan early would've incurred a penalty payment, the error message was just not referencing that in any way. Since I had to pay for it anyway, I decided to let the account run its course and just create a new account for the Creative Cloud plan.

Would have been great if the error message would be a bit more detailed though!

[aaron22449556wy3a]

alright but why wont it let me after even cancleing my previous plan it just says unsupported 

[Test Screen Name]

Contact Adobe. The upgrades you can do online are very limited.

[Fetam_Al-Kandari]

i have this issue please fix it to me ASAP

[Shivangi_Gupta · Accepted solution]

Hi @Fetam_Al-Kandari,

We appreciate you reaching out. On checking your account info, I found that you have certain pending dues on your account. You may not be able to make changes to your account before clearing the pending payment. Are you able to see all the subscriptions you have?

Let us know if you have any questions.

^Shivangi

[kglad]

to fix payment problems, https://helpx.adobe.com/manage-account/kb/fix-failed-missed-payment.html

[ruturajkatkar]

Facing the same issue as I'm Switching to a student programme, any practical solution other than getting another account.

[kglad]

@ruturajkatkar 

https://helpx.adobe.com/manage-account/using/change-creative-cloud-plan.html

[Shivangi_Gupta]

Hi @Ruturaj30748295b94h,

We are sorry for the trouble. Could you share a screenshot of the message you get when you try to change your plan?

We are here to help.

^Shivangi

[Nancy OShea]

Student & Teacher plans have certain eligibility requirements.  You'll be asked to upload your proof to qualify.

https://www.adobe.com/offer-terms/student-teacher-eligibility.html

[Tanner_Baxter4850]

I have a plan that is up to date payment wise (Lightroom plan) just cancelled it to upgrade to the photoshop and Lightroom plan and this month has been paid for but when I go to purchase I get this error message. I need the full access to Lightroom and photoshop, why can't I purchase? 

[Nancy OShea]

Did you read this about changing plans?

https://helpx.adobe.com/manage-account/using/change-plan.html

[Tanner_Baxter4850]

Never had the option for change your plan. But no issue with payment as it literally just processed yesterday. 

[kglad]

try a different payment method 

[Tanner_Baxter4850]

Have no other method. My current one is and was working when it processed yesterday. 

[Nancy OShea]

Did you sign-out and sign-in to Creative Cloud Desktop app?

1. Open CC Desktop App.
2. Click your Avatar (top right image) > Preferences > General tab > Settings. Select "Always keep Creative Cloud up to date."
3. Click on your Avatar again.
4. Sign-out of Creative Cloud.
5. Close all apps.
6. Restart your computer.
7. Open CC Desktop app.
8. Click your Avatar.
9. Sign-in with your paid ID and password.

[kglad]

try a different (non-opera) browser that's updated and in private/incognito mode.

[koenigsegg_4453]

Hi, I'm having the same issue too. where when i clicked "renew" on the Lightroom Desktop App, It says "purschae is not supported" and "you already owned Lightroom 1TB Plan". When then it says Free Trial Minus -1 Day Left.  And today (10 September) is supposed to be the renewal date, but theres no payment notification/ooptions. 

I've been going around in circles with no solution in sight. Please help this is troubling my work progress and results for my clients. 

[Kanikas]

Hi koenigsegg_4453,

The subscription has now renewed and Is active. Are you still getting the same error? 

Thanks 
^KS

[koenigsegg_4453]

Unfortunately, I'm still getting the same error. I even tried signing out and sign back in. It still says "next payment due on Sep 10 2025". If i cancel the free trial , there is a penalty charge. Even though the free trial is supposed to end. 

[Shivangi_Gupta]

I see! Would you mind contacting our support team here: https://adobe.ly/3IebBdV

They'll be able to check the account details and help you with the issue.

^Shivangi

[koenigsegg_4453]

Unfortunately i can't seem to find any related topics to solve my problem. Is there like a way to contact a straight communication to settle this issue? I have a few questions like :

1. If i cancel my subsription, and i take the full cost of the penalty, and then i retake another subscription, will i encounter this same problem?

2. What happens if i make another new account, and i subcribe to the same plan that i am having now?

2. is there a way for you to cancel my subsciption and then i re-subscribe to the plan?

This is kind of a urgent matter, and hope this issue will be solved because i am running out of options, and i am getting desperate on having a way out of this problem. 

[kglad]

use the "virtual assistant" on the page's lower right per @Shivangi_Gupta 

make sure you're not using the opera browser and are using an updated browser that supports popups and cookies.