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torstend2742861
torstend2742861
Participating Frequently
March 5, 2022
Question

Creative Cloud licence cancelled by Adobe

  • March 5, 2022
  • 2 replies
  • 326 views

today Adobe just shut me out of Creative Cloud with just a few hours of notice. I've been using Creative Cloud for Teams and paying 69,99€ a month for a few years now, last payment was on March 3rd. Then today at 11.28am I receive an email stating that I've missed a payment and I should pay within the next 90 days to avoid having my membership cancelled. 29 minutes later another email arrives with the headline "URGENT" warning me to avoid the cancellation of my membership because of a failed payment on the 5th of March (which is today). I am required to resolve this issue until the 7th of March (which is Monday).

After searching the entire Adobe site up and down I finally managed to find the payment info for my Creative Cloud membership and checked everything, direct debit info was mostly correct, although my home address needed updating. This has not been a problem for the last 5 months or so.

One hour later my Creative Cloud licence is gone.

Not only did Adobe not wait 90 days, they didn't even wait until Monday. I always paid everything. What is the problem?

This topic has been closed for replies.

2 replies

Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
March 5, 2022

Please go to Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

torstend2742861
torstend2742861Author
Participating Frequently
March 5, 2022

In the chat box I get:

"An active plan or trial is required for live support assistance. I found no record of an active plan linked to this email"

... so phone support it is, hopefully the person there does not behave like a robot.

kglad
Community Expert
kgladCommunity Expert
Community Expert
March 5, 2022

<moved from account, payment & plans>

kglad
Community Expert
kgladCommunity Expert
Community Expert
March 5, 2022

you're getting spam/phising email.

 

ie, if you checked your account and it showed an active subscription, https://accounts.adobe.com AND you cannot use your adobe programs, sign out and then back in to your cc desktop application using the same adobe id used to verify your subscription: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

torstend2742861
torstend2742861Author
Participating Frequently
March 5, 2022

Pishing was my first thought, but I did not click on any link from these emails. Instead I directly logged into my account.
In the admin console it says "Creative Cloud All Apps TOTAL LICENSES 0".
Unter "billing history" I can see all invoices from Sept. 2016 till today. The last is from March 5th and it says "past due". In my banking account I can see a direct debit of 69.99 EUR from March 3rd.

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