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Adobe Won't Remove (and Stop Charging) for Extra, Unwanted License

Explorer ,
Oct 23, 2022 Oct 23, 2022

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Has anyone here encountered the problem of getting Adobe to stop charging for extra licenses that you have removed from your account?

I am the owner of my law firm—and the plan administrator. For some three months now, my office manager and I have tried to remove an extra Acrobat license we no longer need. On the last occasion (Sept. 28), I personally logged onto the Adobe website (while my office manager watched) and removed the Acrobat license.

Now I just got another bill for the month to come ... and the extra license is back up there. Before I consult with the attorney general's division for consumer fraud or take some other dramatic step, can I ask who else might have dealt with this ... or who could tell me what subtle cancellation nuance I'm missing?

We're getting pretty angry over here.

 

Tom

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Licensing , Manage account , Troubleshooting

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Community Expert ,
Oct 23, 2022 Oct 23, 2022

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your subscription can be changed on your renewal date.  so, if you subscribed for 10 licenses on 10/23/21, and tried to removed one on 7/23/22,  you would continue to pay for 10 until your renewal data 10/23/22.  it's during your renewal period that you would inform adobe that you want to change you licensing terms from 10 to 9 users.

 

if you need further clarification, contact adobe support by using the contact tab of your admin console.

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Explorer ,
Oct 23, 2022 Oct 23, 2022

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I did. Of course I did. In fact, I was on hold with them while I posted the thread above. I gave up after 30 minutes. They didn't even offer the courtesy of a recorded message estimating my wait time or telling me where I stood in their queue. For all I knew, I would have sat there for hours.

 

The automated chat didn't work either. It kept claiming it "didn't understand" my query and wanting me to explain it another way.

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Community Expert ,
Oct 23, 2022 Oct 23, 2022

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quote

The automated chat didn't work either. It kept claiming it "didn't understand" my query and wanting me to explain it another way.


By @Tom_Alongi

Type "cancel licence":

Abambo_0-1666540668314.pngAbambo_1-1666540687542.png

I've just tried that with https://adminconsole.adobe.com/support.

 

ABAMBO | Hard- and Software Engineer | Photographer

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Explorer ,
Oct 23, 2022 Oct 23, 2022

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Ps. I do appreciate your effort at an answer, though, and I should have said so from the start. Thanks for that.

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Community Expert ,
Oct 23, 2022 Oct 23, 2022

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no one can do that for you here.  you need to handle your subscription via that contact link.

 

but do note, you wouldn't expect your charges/license decrease until your renewal date.  and it's at that time, you need to notify adobe of the decrease in subscriptions.  ie, if your subscription renewed 3 months ago and that's when you notified adobe of the change, you need to contact them to remedy the problem.

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LEGEND ,
Oct 23, 2022 Oct 23, 2022

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Were you definitely using the Contact tab of the admin console? I ask because your reply sounds like you are going to the normal customer channels, rather than the team/enterprise support.

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Explorer ,
Oct 23, 2022 Oct 23, 2022

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I'm pretty sure I did, but I don't mind making sure. Thanks. 

I am aware of the renewal period issue, too. That's not the problem, but it's my fault for not making that clear in my original post.

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Community Expert ,
Oct 23, 2022 Oct 23, 2022

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let us know the outcome.

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