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