Subscription expiry notices at odds with reality

[Jules Wilko]

Heya folks,

I'm the admin of a team - 

And for some reason the team members are getting subscription expiry notifications. 

" your subscription is expiring.
Your Creative Cloud All Apps subscription will end on 12.11.2021. Buy a new redemption code today to maintain uninterrupted service:"

However, in the Admin Console I get 

"Your account will auto-renew on December 3, 2021"

So - What's going on with the subscription skew? But ultimately - why on earth is a team member getting billing notifications?

(Oh - Let alone the joke that the pricing is going up to £70.80 / month - rather than £59 a month).

[han_it]

Hey there!

Our team members are getting the same messages (subscription expiring Nov. 16th 2021). But our contract is running until April 2022 on auto-renewal. So users and also admins are confused. What is going on here?

Info would be apreciated.

Greetings from Germany,

Ron

[natured98753387]

Hello,

We are seeing the same thing. All users are receiving an email with the subject 'Your subscription is about to expire' but out team plan renews next July...

Seems very strange,

Harrison

[Jules Wilko]

It seems there was some sort of "offer" when they changed some sort of back end platform that gave all users a 30 day trial of Adobe CC ... 

No idea why... No idea when... And not seen any communication about it that I can see... 

Bit of a car crash from Adobe communications wise, and the support were agonisingly painful to deal with and get the information out of. 

So - Hopefully - The notices will just go away - but talk about unprofessional behaviour from Adobe.

[Jules Wilko]

Well, after assurances from the chat window - Users in the team are now no longer able to use their apps this morning because the subscription has expired.

Even though the Team subscription is fine. 

What a car crash. 

[han_it]

Hey,

adobe tecnical enduser support isn't helpful at all most of the time. So we figured out what to do for ourselves... We have one day left until results are final, but hopefully the following is working for us and others:

Log off from adobe creative cloud management app on the local machine, login into the CC management app again. There should be a profile selection popping up. Select "company name" profile instead of "personal profile". After this, the warning messages disappeared at our company. And hopefully we can continue work as usual.

We will know in a few days if this is really helpful, but you can give it a try.

Regards, 

Ron

[mcoacollins]

Same thing here. Employees getting Emails saying their subscription expires 11/19 - even though we just renewed for another year back in September.

And looks like someone started another thread with the same issue.

https://community.adobe.com/t5/enterprise-teams-discussions/payment-error-but-the-account-is-paid/td...

[Vikrant R · Accepted solution]

As part of the upgrade of the Creative Cloud plans to Business storage we had  introduced Personal and Business profiles for users and organizations to manage their apps and assets. As part of that upgrade, some users who were part of multiple business organizations, were given a complimentary 60-day All Apps subscription. This was applied automatically and was provided to ensure that these users have adequate time to transfer their assets to the correct profiles.

These promotional codes are now expiring and are most likely the source of this confusion. At the outset, apologies for this confusion. The product teams have been made aware and are working to resolve this confusion. 

If your users reach out or receive this error, they can safely ignore this message.

- All they need to so is sign out and then sign back-in with their business profile to access the apps provided by the organization.

- If they haven't already transferred their assets, they can use these instructions to move assets from ther personal profiles to business profiles.