Unable to Bring Video into Premiere Pro After Payment for Service was Made

New Here ,
Jan 23, 2021 Jan 23, 2021

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Hello,

 

Last year I received e-mails from Adobe saying that my Adobe Premiere Access would be ending if I didn't continue on with my payments.  I decided I'd let the product expire and was stunned when I found a new charge on my credit card showing another payment had been made.  My service autorenewed, despite being led to believe otherwise and after much debate, I decided to keep it for now.  

 

The trouble is, I cannot use it.  I cannot even drag a video into the program to work on it. So I have a product that I didn't think I was going to pay for again, now paid for, and unable to access it properly.  I would like some answers as to why my account wasn't cancelled when I was told it would be, and also how can I use the product that I continue to own?

 

Thank you.

TOPICS
Editing, Error or problem, Import, User interface or workspaces

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Most Valuable Participant ,
Jan 23, 2021 Jan 23, 2021

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Simply not paying is not the same as cancelling

To Cancel https://helpx.adobe.com/manage-account/using/cancel-creative-cloud-subscription.html
-or Chat link https://helpx.adobe.com/contact/support.html

-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
.
Also: beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

 

Some things to do, and more information needed for someone to help...
-Troubleshooting https://community.adobe.com/t5/Premiere-Pro/Unofficial-Premiere-Pro-Troubleshooting-Guide/td-p/87892...
-PPro Editing Information FAQ https://community.adobe.com/t5/Premiere-Pro/FAQ-What-information-should-I-provide-when-asking-a-ques...
-Mac only https://community.adobe.com/t5/Premiere-Pro/FAQ-Basic-Troubleshooting-amp-Maintenance-for-Premiere-P...

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New Here ,
Jan 23, 2021 Jan 23, 2021

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Hello,

 

Thank you! Much appreciated.  I do not see the ability to chat however.  Attached is a screegrab from the page.ADOBE.png

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Adobe Community Professional ,
Jan 23, 2021 Jan 23, 2021

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This is a user to user forum.  We can't help you with account issues.

Please go to Adobe Customer Service:
https://helpx.adobe.com/contact.html?step=STAM_downloading-installing-setting-up_serial-numbers-rede...Chat and Agent.png

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