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Account accidentally cancelled

New Here ,
Nov 15, 2018

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I accidentally cancelled my account, and have incurred the charge for the remaining 4 months of my annual subscription (around £200).

However upon explaining my mistake to a chat rep, they told me the only thing I can do is start a new subscription, effectively meaning I have just lost £200 in the wind. They were very unhelpful in explaining anything or even answering the possibility of escalating this problem to someone higher up.

I consider this a relatively basic issue from a customer service point of view, it should be as simple as reactivating my account and carrying on as normal. I am not prepared to start another subsciption and throw away that money.

I hold my hands up to the initial mistake, In my line of work I am juggling a few accounts and wasn't paying attention to the fact my personal account was an annual sub, but it seems pretty bad that I can't find a phone number or get a straight answer form a chat rep.

If anyone has any ideas that would help, they would be most welcome.

F

Hi there,

The existing subscription has been activated, please sign out of your CC desktop application and then sign in back again as shown here - Learn how to activate and deactivate Creative Cloud apps

I will reverse the cancellation charges, which will reflect to your PayPal within next 24 hours.

Let me know if you run into any problems.

^Ani

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Account accidentally cancelled

New Here ,
Nov 15, 2018

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I accidentally cancelled my account, and have incurred the charge for the remaining 4 months of my annual subscription (around £200).

However upon explaining my mistake to a chat rep, they told me the only thing I can do is start a new subscription, effectively meaning I have just lost £200 in the wind. They were very unhelpful in explaining anything or even answering the possibility of escalating this problem to someone higher up.

I consider this a relatively basic issue from a customer service point of view, it should be as simple as reactivating my account and carrying on as normal. I am not prepared to start another subsciption and throw away that money.

I hold my hands up to the initial mistake, In my line of work I am juggling a few accounts and wasn't paying attention to the fact my personal account was an annual sub, but it seems pretty bad that I can't find a phone number or get a straight answer form a chat rep.

If anyone has any ideas that would help, they would be most welcome.

F

Hi there,

The existing subscription has been activated, please sign out of your CC desktop application and then sign in back again as shown here - Learn how to activate and deactivate Creative Cloud apps

I will reverse the cancellation charges, which will reflect to your PayPal within next 24 hours.

Let me know if you run into any problems.

^Ani

TOPICS
Creative Cloud

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543

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Nov 15, 2018 0
Adobe Community Professional ,
Nov 15, 2018

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Generally, the only thing anyone here can recommend is to Contact Customer Care .

I will ask an Adobe employee to contact you on this as I suppose Adobe should have waived the termination fee... Let's see what happens.  When you get contacted by Adobe, make sure they have the Adobe logo near their name and a STAFF badge on their profile. All others are ​not Adobe employees, me included.

Regards,
Abambo
Hard- and Software Engineer and Photographer

I'm not an Adobe employee. All advice constitutes my own opinion. Use at your risk! 🙂

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Nov 15, 2018 0
Adobe Employee ,
Nov 15, 2018

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Hi there,

Apologies for the poor experience. Let me try to reactivate your existing subscription. Please do not attempt for any new purchase.

^Ani

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Nov 15, 2018 1
New Here ,
Nov 16, 2018

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thank you very much for your help!

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Nov 16, 2018 0
Adobe Employee ,
Nov 16, 2018

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Hi there,

The existing subscription has been activated, please sign out of your CC desktop application and then sign in back again as shown here - Learn how to activate and deactivate Creative Cloud apps

I will reverse the cancellation charges, which will reflect to your PayPal within next 24 hours.

Let me know if you run into any problems.

^Ani

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Nov 16, 2018 1
New Here ,
Mar 13, 2020

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Hi,

 

I also accidentally cancelled my subscription and have not been able to re-activated. Can you please help me with this matter? I have been trying to contact adobe support but it has been a bit difficult.

 

Thanks,

 

Mariela

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Mar 13, 2020 0