WebStore, How to fix a monthly billing issue with Adobe

Why This Happens

Adobe supports both:

• • • Personal Adobe accounts
    • Enterprise (University-managed) Adobe accounts

If you previously purchased an Adobe subscription directly from Adobe, that subscription remains active until you cancel it through your personal Adobe account.

Obtaining an Adobe Enterprise license through the WebStore does not automatically cancel or replace a personal Adobe subscription.

It is possible to have:

• • • A personal Adobe account using your university email address
    • A separate University Enterprise Adobe account using the same email address

These are treated as separate account types by Adobe.

Enterprise vs Personal Accounts

Enterprise Adobe Accounts

• • • Managed by the University through WebStore
    • Free or billed annually through the University
    • Used for University-provided Adobe access

Personal Adobe Accounts

• • • Managed directly through Adobe
    • Billed monthly or annually to the individual
    • Must be canceled directly through Adobe

WebStore cannot cancel personal Adobe subscriptions.

How to Cancel a Personal Adobe Subscription

1. 1. 1. Go to Adobe Account Management:
         https://helpx.adobe.com/manage-account/using/cancel-subscription.html
      2. Sign in using your Adobe account
      3. When prompted, select:
         • Personal Account
         • NOT Work or School Account

!!! warning
If you are redirected to University login or 2-factor authentication, you may be entering the Enterprise account instead of the personal account.

1. 1. 1. Follow Adobe’s instructions to cancel the subscription

If You Continue to Have Problems

Contact Adobe Support directly:

https://helpx.adobe.com/support.html

Select:

• • • Account and Billing Issues

When speaking with Adobe Support:

• • • Explain that you are trying to cancel a personal Adobe subscription
    • Clarify that your university email address is being used on a personal Adobe account
    • Specify that you do not want to cancel your University Enterprise Adobe account

Adobe has separate support processes for education-related email domains, so clearly identifying the account as a personal subscription helps avoid confusion.