19 Replies Latest reply on Feb 20, 2017 11:44 PM by Amitashi

    The change of the subscription cost for Creative Cloud membership

    Leasea

      I reside in Russia and I subscribed for Creative Cloud package in December for 1200 /month (one-year-package). And today I got an email saying that from Feb 9 the price will be 2 576,80 ₽, which is twice more than I'm paying now.

      So could you please tell me will the price rise even if I signed up for 1 year for a lower price? Or will it stay the same?

      If it will rise, what can I do to cancel it? This policy just looks ridiculous to me.

        • 1. Re: The change of the subscription cost for Creative Cloud membership
          TecnoGaming Level 1

          I just asked exactly your question in the chat and they told me it wont.

           

          Basically, you can cancel your suscription now.  Create a new suscription with the current price and then pospone the price increase at least for a year.


          They can't change the price if you're paying for a full year monthly.  That's what I'm going to do,  I live in Argentina and they also did this,  my current Cloud gone from $245 to $445 and this is outrageous.

          At least we can close the suscripcion now and get a new one before Feb 9 and mantain a full year with the current price. I suggest you do it too.

          • 2. Re: The change of the subscription cost for Creative Cloud membership
            Leasea Level 1

            Hey there! So they told you that the price won't change if you sign up for 1 year with monthly payment?

             

            The thing is that in the email I received it says 2 opposite things:

             

            "On 9 February 2017 the cost of Creative Cloud Membership (one-year) will be 2 576,80 ₽, including VAT. Because you subscribed to Creative Cloud Membership (one-year), the cost for you will not change until its expiration. However, after the renewal, scheduled for 01.22.2017, the value will change to match the performance of the exchange rate in your area. Shortly before the renewal date, you will receive a notification of change in the cost of an e-mail."

             

            And that's the thing I don't get: I subscribed for one year last month, so what kind of renewal which doubles the price is supposed to happen after one month of subscription?

             

            Also can't find the terms for one-year subscription anywhere. So I'll hope that someone from staff will clear this out.

             

            • 3. Re: The change of the subscription cost for Creative Cloud membership
              Red Putinez

              Держите нас в курсе.

              • 4. Re: The change of the subscription cost for Creative Cloud membership
                TecnoGaming Level 1

                I just told you, I spoke with a representative to clarify the exact point you're refering to.  It was not clear to me either.

                 

                The representative explicitly told me that If I cancel the plan now and get a NEW 1-year plan NOW before Feb, I will keep paying the original price until the full year is finished.

                 

                The representative took it's time to review my account and confirmed this to me twice.

                1 person found this helpful
                • 5. Re: The change of the subscription cost for Creative Cloud membership
                  Leasea Level 1

                  Sorry, which plan are you cancelling? Month or year?

                   

                  There is a thing in the annual subscription terms:

                   

                  If you cancel an annual membership (paid monthly or once a year) within 14 days, you will receive a full refund. Otherwise, you are billed 50 percent of your remaining contract obligation.

                   

                  And it's not clear to me whether I will have to pay 50% of the year price or 50% of the month price if I cancel.

                   

                  Anyway, I don't want to cancel yet, because I don't understand if the price rises if I signed up for one-year membership.

                  Also I can't cancel now anyway because it's possible only via contacting the Help Center, which opens only on Monday.


                   

                  • 6. Re: The change of the subscription cost for Creative Cloud membership
                    Julia Tim

                    Hi, TecnoGaming

                    Thank you for the info!it's really helpful.

                    Just one issue... How much time does it take to cancel my current plan? I should ask someone from help center via chat, but I worry that it wil take alot time...

                    • 7. Re: The change of the subscription cost for Creative Cloud membership
                      Julia Tim Level 1

                      leasea, насколько я понимаю, купив подписку с ежемесячной оплатой, после 9го февраля, она вырастет в цене. Поэтому вам лучше ее закрыть и купить подписку с предоплатой на год, деньги спишутся с карты за весь год вперед, зато по старой цене.

                       

                      Во всяком случае, я на это надеюсь, и собираюсь сделать также.

                      • 8. Re: The change of the subscription cost for Creative Cloud membership
                        Leasea Level 1

                        Вот этот момент мне не ясен в случае с отменой подписки:

                         

                        "Если заказ отменен по истечении 14 дней, с вас будет взыскано 50% от остаточной суммы неизрасходованных средств по контракту и сервис будет предоставляться до конца расчетного периода в месяце, в котором была выполнена отмена. Чтобы отменить заказ, посетите страницу управления учетной записью или обратитесь в службу поддержки заказчиков."

                         

                        Не понимаю 50 процентов от какой суммы мне придется заплатить, если я отменю годовую подписку с помесячной оплатой. 50 процентов от стоимости месяца или 50 процентов от стоимости года.

                         

                        Поэтому отменять пока не спешу. Но, видимо, смогу хоть что-то прояснить когда заработает служба поддержки.

                        Ну и время все выяснить пока есть, поэтому не торопитесь.

                        • 9. Re: The change of the subscription cost for Creative Cloud membership
                          fenjas29325284 Level 5

                          To clarify the "50%":

                          If there are 4 month left up to the end of your subscription's year the cancellation fee is the price of 2 month.

                          If there are 7 month left up to the end of your subscription's year the cancellation fee is the price of 3,5 month.

                          and so on.

                           

                          Fenja

                           

                          1 person found this helpful
                          • 10. Re: The change of the subscription cost for Creative Cloud membership
                            Leasea Level 1

                            I have 11 months till the end of the subscription. So I will have to pay for 5,5 months in case of cancellation. And if I don't cancel, I'm paying twice the price I signed up to. That's just so unfortunate..

                            • 11. Re: The change of the subscription cost for Creative Cloud membership
                              fenjas29325284 Level 5

                              Leasea, you subsribed in December for the lower price. You have 11 month left with this lower price.

                              From December 2017 when your subscription is due for renewal, you will have to pay the new higher price.

                               

                               

                              Copy from http://www.adobe.com/misc/subscription_terms.html :

                              Annual contract, paid monthly

                              Service begins as soon as your initial payment is processed. You’ll be charged the rate stated at the time of purchase, plus applicable taxes (such as value added tax when the stated rate doesn’t include VAT), every month for the duration of your annual contract. If the applicable VAT rate (or other included tax or duty) changes during your one-year term, the tax-inclusive price will adjust accordingly. Your contract will renew automatically, on your annual renewal date, until you cancel. Renewal rates are subject to change, but we’ll always notify you beforehand.

                               

                              What would you win if you cancel/subscribe anew in January 2017? Just 2 month and a cancellation fee. That's a bad deal.

                              The prices for foreign countries change with the exchange rates - there's nothing new about that.

                               

                              Fenja

                               

                              Is this your language?

                              Adobe — условия подписки

                              • 12. Re: The change of the subscription cost for Creative Cloud membership
                                Aibolit

                                Дело в том, что есть план с помесячной оплатой и два годовых. Один с предоплатой за весь год и один с ежемесячным списанием.

                                Из письма абсолютно непонятно, будет ли повышена цена для годового тарифного плана с помесячным списанием. ТС правильно написал, там взаимоисключающие пункты. Более того, зачем топиксартеру отказываться от подписки, если он оформил её в декабре.

                                У меня такая же ситуация. Срок обновления подписки - декабрь. Пытался вчера выяснить в саппорте повысится ли стоимость для моего тарифного плана - безрезультатно. Индус включил "дурочку".

                                Кстати, английский саппорт работает 24/7 можно воспользоваться им с американского сайта.

                                • 13. Re: The change of the subscription cost for Creative Cloud membership
                                  Leasea Level 1

                                  Fenja,

                                   

                                  I just chatted with the Help Center twice.

                                   

                                  The first Agent said that the price changes would affect from February 9, 2017 and I would be charged at a higher rate after February 9, 2017, and since I had a annual plan with monthly payments, the price would change from next month onwards.

                                   

                                  The second Agent I chatted with told me the exact opposite.

                                  I cited the terms you wrote about and the Agent confirmed to me that the rate will change only in November 2017 (it turned out that i subscribed in November), at the end of my annual term.

                                   

                                  So I guess we will find out who of them was correct after February 9.

                                   

                                  Thank you!

                                  L

                                   

                                   

                                  • 14. Re: The change of the subscription cost for Creative Cloud membership
                                    Leasea Level 1

                                    Я пообщалась с английским саппортом, с 2 разными людьми. Говорят разные вещи.

                                     

                                    Первый агент:

                                    Lea Chainikova: Please kindly clarify when the changes are supposed to affect my plan and how much I will have to pay from now on.

                                    Sonali: Please allow me 2-3 minutes while I check that for you.

                                    Lea Chainikova: Okay.

                                    Sonali: Thank you for your patience.

                                    Sonali: The price changes will affect from February 9, 2017

                                    Sonali: You will be charged at a higher rate after February 9, 2017.

                                    Sonali: If there is any price changes for this month renewal , you will get the email prior the payment for the plan.

                                    Sonali: https://helpx.adobe.com/ru/x-productkb/policy-pricing/subscription-price-increase.html

                                    Sonali: Please refer the above link for more information .

                                    Lea Chainikova: But if I subscribed for a one-year membership for a definite price, how can that that be that the price rises

                                    Lea Chainikova: Okay. Then please help me with another question

                                    Sonali: Yes , I do understand that , however, you have an annual plan with monthly charges ./

                                    Lea Chainikova: What will be the price for a monthly payment from February 9, 2017?

                                    Sonali: You will receive the email about the exact price for the payment for Feb.

                                    Lea Chainikova: With the link you provided, nothing there says about my kind of plan.

                                    Lea Chainikova: A one-year plan with monthly payments.

                                    Lea Chainikova: It is stated that if there is a month-to-month plan, the price will change next month. And if there is a one-year plan, the price will change next year.

                                    Sonali: Yes as you have a annual plan with monthly payments , the price will change from next month onwards

                                    Второй агент:

                                     

                                    Vijeesh: Existing customers with annual plans (paid monthly or PUF) will see the price change at renewal (end of annual term)

                                    Vijeesh: For more reference please use the below link.

                                    Vijeesh: Please click here

                                    Lea Chainikova: So, in my case, the price changes in November 2017?

                                    Lea Chainikova: That would be the end of the annual term.

                                    Vijeesh: Your next renewal date is 27 Nov 2017.

                                    Lea Chainikova: So the price for me will rise only when I renew my contract on 27 Nov 2017? Till then I am paying the price I subscribed to, right?
                                    Vijeesh: Yes, you are correct.

                                     

                                    В последнем случае возрастание цены предполагается в ноябре, на что я и буду надеяться. Странно все же со стороны Adobe противоречить своим же условиям, которые цитировали выше, и повышать стоимость в два раза.

                                    • 15. Re: The change of the subscription cost for Creative Cloud membership
                                      ProDesignTools MVP & Adobe Community Professional

                                      According to Adobe's Subscription Terms, annual subscribers keep the same core rate for 12 months (except for any VAT changes):

                                       

                                      CREATIVE CLOUD FOR INDIVIDUALS

                                      Annual contract, paid monthly
                                      Service begins as soon as your initial payment is processed. You’ll be charged the rate stated at the time of purchase, plus applicable taxes (such as value added tax when the stated rate doesn’t include VAT), every month for the duration of your annual contract. If the applicable VAT rate (or other included tax or duty) changes during your one-year term, the tax-inclusive price will adjust accordingly. Your contract will renew automatically, on your annual renewal date, until you cancel. Renewal rates are subject to change, but we’ll always notify you beforehand.

                                      Annual contract, prepaid
                                      Service begins as soon as your payment is processed. You’ll be charged the annual rate stated at the time of purchase as one lump sum, plus applicable taxes. Your contract will renew automatically, on your annual renewal date, until you cancel. Renewal rates are subject to change, but we’ll always notify you beforehand.

                                      ALL PRODUCTS

                                      Month-to-month
                                      Service begins as soon as your initial payment is processed. You’ll be charged the rate stated at the time of purchase, every month, until you cancel. Because there’s no annual contract, your rate is subject to change, but we’ll always notify you beforehand. ... Cancellations can be made any time by visiting your Manage Account page or by contacting Customer Support in your region.

                                      If you have an annual subscription, then you would fall under the 1st or 2nd clauses.

                                      If you have a month-to-month subscription, then the 3rd clause would apply.

                                       

                                      If an Adobe customer service rep said otherwise, then you can send them this link:

                                       

                                      https://www.adobe.com/misc/subscription_terms.html

                                      1 person found this helpful
                                      • 16. Re: The change of the subscription cost for Creative Cloud membership
                                        ProDesignTools MVP & Adobe Community Professional

                                        TecnoGaming wrote:

                                         

                                        I just asked exactly your question in the chat and they told me it wont [rise].

                                         

                                        Basically, you can cancel your subscription now. Create a new subscription with the current price and then postpone the price increase at least for a year.


                                        They can't change the price if you're paying for a full year monthly. That's what I'm going to do, I live in Argentina and they also did this, my current Cloud gone from $245 to $445 and this is outrageous.

                                        At least we can close the subscription now and get a new one before Feb 9 and maintain a full year with the current price. I suggest you do it too.

                                         

                                        @TecnoGaming –

                                         

                                        Did Adobe Support charge you any fee to cancel the remainder of your current membership and then immediately restart with a full new 12-month subscription term? (Guessing that they would waive any fee to do that, but want to confirm.)

                                        • 17. Re: The change of the subscription cost for Creative Cloud membership
                                          TecnoGaming Level 1

                                          IF you request it because unfair price change, they won't charge you as long as you stay in the service.

                                           

                                          In my case, I requested to just re-enable my current suscription since it will end on January 24 and since the changes are in effect starting Feb 7,  my next renewal sits well withing days of the new price change.

                                           

                                          I triple confirmed this by getting into contact with more representatives and they all confirmed to me this was the case.  For all people that renew it's cycle BEFORE Feb 7, even if it is Feb 6,  the new cycle WILL BE with the old price.

                                           

                                          So I just requested to remove the cancellation and re-enable my current suscription.

                                          • 18. Re: The change of the subscription cost for Creative Cloud membership
                                            ProDesignTools MVP & Adobe Community Professional

                                            Thanks for the update. This article may be useful as well:

                                             

                                            Here’s Why Some Creative Cloud Subscription Prices Are Changing

                                             

                                            Hope that helps.

                                            • 19. Re: The change of the subscription cost for Creative Cloud membership
                                              Amitashi Level 1

                                              Support told me price will not increase for my annual subscription with monthly payments I did in January 2017. Not sure about older subscriptions.