Contract did not auto-renew, being told I need to delete my team account and start over.

[CLI333]

For some reason my organization's automatiic renewal did not take effect even though my payment method is valid.  I'm not being told by support that my account will need to be entirely deleted, along with my 16 users, so I can reinstate a new contract.  I was walked through a mental manual backup process for every user's cloud data because it would all be deleted.    I requested my ticket be escalated and I was told someone would call me and then I got an email that the ticket was closed.

How does this make any sense?

[CLI333]

typo: " I'm now being told by support..."

[kglad]

do/did you have a teams, education or enterprise subscription?

[CLI333]

teams account with nonprofit discount

[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

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from account, payment & plan">