Upgrading Photography plan to 1TB storage cancelled my plan

[Jason Abbott]

I have had the Photography plan since it was first announced. Yesterday I logged into Adobe to update my cloud storage to 1TB from the base 20GB. I entered the same payment details my Photography plan has always used.

This morning I got an Adobe e-mail saying the payment for that update had failed. I have no idea why. The account it's attached to has ample funds.

Not a big deal, I thought. I'll try it again later. The extra cloud storage isn't an emergency.

Except when I went to login to my Adobe account it said I now have no plan at all.

This seems a really poor, non-transactional way to do things -- cancel the old subscription before the update is activated.

(I tried chat help but the agent just kept repeating that Adobe had sent me e-mail about my failed payment -- check my spam folder. Which of course was not the issue at all, so I gave up.)

[Ned Murphy]

Unfortunately, no one here can resolve the matter - you need to get back with the Customer Support folks and get their assistance.

Contact support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...

Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.

Creative Cloud support (all Creative Cloud customer service issues)

https://helpx.adobe.com/contact.html?step=CCSN_membership-account-payment_change-or-upgrade-your-mem...

[Nancy OShea]

Gmail has a habit of flagging things from Adobe as Promotional or Social unless you train it differently.

When you log-in to your Adobe Account, is there a problem with your payment details?  If yes, you need to fix that problem first.  Adobe Account