Can't get through to Adobe concerning managing plan

[nichlast92067972]

Hi!

I run a small business in Denmark and currently have 12 Creative Cloud licences. However we need to adjust this to 8 licences due to people om maternity leave and a bit of down scaling.

I can see, that Adobe have chosen to remove the "Manage plan" button in the admin console. So I have to call them to make the adjustment. But I have called them three times now, get through to an agent pretty fast, but get transferred to the team dealing with licences for business's. I have now been on hold in a total of almost two hours and have given up. I have work to do. 

I start getting the feeling that this is a deliberate strategy, to make it difficult. This does obviously not comply with the EU laws of subscription termination, adjustment and support, so I have taken the first steps in starting an appeal case with the Danish Consumer Ombudsman.

But do you guys got an advice for me on how to either get through to them, to adjust the number of licences?

Thank you in advance!

[Test Screen Name]

Use the admin console to raise a case. Don't call customer service, they just have to transfer you to business customer service.

You can remove licenses from your users at any time, but you have agreed to pay for whole years. To cancel, you must do this in the renewal (12th) month.

I don't know the law in Denmark, but surely there is no point going to a consumer ombudsman for a B2B contract !!!

[kglad]

open the support tab on your admin console > start chat or start case or request expert session.

https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

[SuJoshi]

@nichlast92067972 We apologize for the inconvenience. Please share your contact details and the time zone through personal message and I will try to arrange a call back for you from the concerned team.