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Two years I've been trying to remove extra licensed in our plan without success. Two years.

Explorer ,
Apr 17, 2023 Apr 17, 2023

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We are a small company and have had two extra licences in our plan for a very long time. I tried to remove them from the admin console but could not find any button to remove any products from the plan, only add more. I contacted the support chat and they said there will be edit plan button april 17th once we are in our "renewal window". The button appeared there (day late) and I've tried 150 times with two different computer and four different internet browser but I only get errors on both the account page and and on the overlay when trying to remove the products. The save button is always grayed out if I get to the last part of the process.

 

This is almost comical how I cannot get rid of any services and we just get billed for years. Also the chat button does absolutely nothing on the page. It absolutely feels intentional from adobe.

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correct answers 1 Correct answer

Adobe Employee , Apr 18, 2023 Apr 18, 2023

Hi @kudosss please create a case from the admin console so that the Support team can check, to me it seems like a bug. Thanks!

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Community Expert ,
Apr 17, 2023 Apr 17, 2023

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If you are facing errors during the renewal window as well then it's time to contact support again and present your case. They should help. you out with the cancellation. Please try it

-Manan

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LEGEND ,
Apr 17, 2023 Apr 17, 2023

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Don't forget to use the admin console to contact (corrected typo) support, not the chat for ordinary customers...

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Adobe Employee ,
Apr 18, 2023 Apr 18, 2023

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Hi @kudosss please create a case from the admin console so that the Support team can check, to me it seems like a bug. Thanks!

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Community Beginner ,
Jul 07, 2023 Jul 07, 2023

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On the chat support demand they mark 1 license to be cancelled before your next renewal. I had to fight for this myself.

 

The "renewal window" thing is intentional IMO to make it more difficult to cancel. Not a good client experience.

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