Still need URGENT help deactivating student Creative Cloud Subscription

[Caitlyn5C25]

Hi everyone. Thank you to the people who replied to my previous post (here, please read for more information) however, it was of no help. I'm still unable to cancel or change my plan and I need to do it URGENTLY. The customer support link provides no assistance. I don't mean to sound childish but I really need this to be fixed ASAP. 

Do I contact my university's IT department? I have no idea who I can contact. Please, please someone help.

[Caitlyn5C25]

To be clear: Since I supposedly had a student account to begin with, will this one cause any issues? And if I already had a student account, how was I able to create a new account with the same email? 

[Jeff A Wright]

Caitlyn5C25, there are two accounts created under the e-mail address you used to post to this public discussion forum.  One has a Creative Cloud for Team membership which is why you are unable to self-cancel the membership.  Please contact our customer team through the Admin Console.  If you are not a designated administrator, then you will not have access to the admin console.  For more information see https://helpx.adobe.com/enterprise/using/admin-console.html#Support.

[Test Screen Name]

When you sign in, after you type your email but before you type your password, it might ask you to choose between "personal" and "enterprise" accounts. These are entirely different if you have both. One, you must talk to your local administrator. One, you must talk to Adobe. 

[Mary5FB2]

I tried selecting "personal account" instead of student account. It still won't work. How do I contact Adobe?

 

[Mary5FB2]

(Same person as the OP. It appears that signing in as a personal account means that my screenname is my Mum's name, who is paying for the amount)

[Jeff A Wright]

Mary/Caitlyn, I would also recommend you work to remove the secondary account. Even within this same public forum discussion, you have logged in with two different accounts.

In the future, please do not use the same e-mail address to create multiple accounts with any organization.  It is often a unique identifier, and if you somehow make it through the creation process, then these are the type of difficulties you may encounter.  For more information on how to delete an account with Adobe, see https://helpx.adobe.com/manage-account/using/delete-adobe-account.html.

[Caitlyn5C25]

Hello, everyone. I'll try to keep this short.

I purchased Creative Cloud (I think?) earlier this year as I needed it for school. What I wasn't aware of, however, was that everyone in my course had a free student access thing of sorts to Adobe. I have no idea how the email missed me altogether, but for almost a year I was paying for Adobe Creative Cloud.

I don't want a refund, I want to deactivate my account. Mum insisted I use her card to do it. But whenever I try to cancel my plan it tells me to contact my administration, which isn't helpful. Neither is Adobe's help forums, and neither is their 'talk to a real person' tab which I think is broken.

Please, please help. I don't want to keep charging my mum money because I wasn't CC'd in an email. Do I find out who at my uni I should contact? Is that the best way? Or should I get help directly from Adobe? I finish uni December 24, so I need help ASAP.

[Just Shoot Me]

Your post was moved to a better forum, Account, Payment & Plan.

Look here for the steps to cancel your subscription.

Cancel your Creative Cloud plan or membership

Cancel your Creative Cloud Subscription

[John T Smith]

There have been several messages recently about problems with education subscriptions
Need IT Admin https://community.adobe.com/t5/get-started/creative-cloud-app-can-t-manage-apps-don-t-have-an-it-adm...
-https://helpx.adobe.com/support/programs/enterprise-support-terms.html

[Mary5FB2]

Hi, John. Thank you for your reply.

How do I delete the account registered to "Mary"? I know deleting it will cancel the plan, which is exactly what I want, but this still isn't helpful. That link said I need to leave the organisation first (again, will that affect the account registered to "Caitlyn"?) and I couldn't figure out how to change the primary advisor. There was no further instructions.

Also, as I stated in the original post, I didn't know my email was already registered as I was never informed by my teacher or university. How can the same email be registered twice to begin with?

[Jeff A Wright · Accepted solution]

Mary/Caitlyn, I am sorry if things are still unclear. Please focus on making direct contact with our support team by following the steps listed in https://helpx.adobe.com/enterprise/using/admin-console.html#Support.

Neither of your issues can be resolved in a public discussion forum.

[Test Screen Name]

Jargin note: you do NOT  want to "deactivate". Adobe you "deactivate" to mean "stop using a license on this computer, so I can use it in a different computer and KEEP PAYING". The word you want is not deactivate but CANCEL. This may save you time in dealing with support.