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S
Sony Jacob
Participant
January 25, 2023
Answered

Adobe Acrobat Pro Accidental renewal after trial

  • January 25, 2023
  • 1 reply
  • 1566 views

Hello,

 

I had a trial account on my mobile which I started on 1/12. I logged in from my laptop using the same email id thinking that both will be linked to the same account. I cancelled the trial on my desktop on 1/14. What I didn't realize is that the desktop app and phone app subscription are separate. The phone app subscription renewed after a week on 1/20. I cancelled it immediately within the first 6 hours but the amount was deducted from my account.

 

I contacted acrobat-android-support@adobe.com on the same day, but nobody responded. I got an out-of-office response that the employee was on vacation.

 

Google Play responded that my request 3 days later that "the purchase doesn't meet with our policy." and to contact the dev team which I had already done on 1/20. 

 

I contacted Adobe Virtual Assistant which took me to a  chat with one of the support personnel. After describing the issue for about 30 minutes I was just cut off. 

 

Will I be refunded the amount of $75 that was deducted?

    Correct answer S_S

    @Sony Jacob Thank you for the confirmation. I will be adding the order ID to the already forwarded information to the team for them to act upon it.

     

    -Souvik


    Hi @Sony Jacob,

     

    I forwarded your information to the team, and a refund has been initiated. You might want to check your payment source in 5-7 business days for the refund to reflect in your account.

     

    Hope this helps.

     

    -Souvik.

    1 reply

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    January 27, 2023

    Hi @Sony Jacob,

     

    Hope you are doing well. Sorry for your experience with the Acrobat Reader Mobile subscription.

     

    I checked with the Email address registered here over the community but cannot find an active subscription. However, I got the Email you shared with us and forwarded it to the team to check for the subscription details in the backend.

     

    While this happens, would you mind sharing any details, like the receipt for the transaction or the details of your subscription, or the Order ID generated by Google Play to speed up the investigation?

     

    Look forward to hearing from you.

     

    -Souvik.

    S
    Sony JacobAuthor
    Participant
    January 28, 2023

    Hello Souvik,

     

    Thank you for responding. You don't see an active subscription because I cancelled it immediately after it was renewed. My order id is GPA.3303-7349-4284-10703. 

     

    I had contacted Adobe Help Center again since I didn't get any response here and I was told that a new refund request was initiated on Google Play and it might take a couple of days.

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    January 28, 2023

    @Sony Jacob Thank you for the confirmation. I will be adding the order ID to the already forwarded information to the team for them to act upon it.

     

    -Souvik

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