Creative Cloud licence cancelled by Adobe

[torstend2742861]

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?

[kglad]

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]

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.

[Peru Bob]

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]

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]

<moved from account, payment & plans>

[torstend2742861]

btw. when trying to follow the steps you suggested here http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html  I get the message "Ihre Lizenz für Photoshop ist abgelaufen." => license expired. How can that be after less than 90 days? If a payment in February failed, shouldn't 90 days from there be sometime at the end of April?

And after giving me a warning and 2 days to comply why deactivate my license just an hour later?

My license is definitely deactivated, I checked the admin console.

[kglad]

<your team account manager needs to handle this.>

[torstend2742861]

I am the team manager and the contract owner. I pay the bills. I created the account.

Can you please stop trying to blame me? I get the impression you did not really read what I wrote.

[Test Screen Name]

Don't think anyone's trying to blame you, but you won't get anywhere until you contact the right people. We are just Adobe customers, not some kind of fast path to the support you need. So you need to contact your Account Manger. That is NOT YOU, that is your manager at Adobe or the reseller who sold you the license.