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Refund on app

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I had subscribed and used the 7-day free trial. I had also canceled the very same day. Yet, I’m still being charged for over the full amount, even though I had canceled my free trial way before payment was due. Now it’s effecting me downloading other apps. I’d like for that to be canceled considering it’s false advertisement and almost a scam.

W

wise_Pantherab73

Participant

Merhaba aboneliğimi iptal ettim aynı zamanda kaydettiğim kartı da sildim ama buna rağmen günde 2 defa bankadan mesaj geliyor hesabımdan para çekme girişiminde bulunuyormuşsunuz . Aboneliğim gözükmüyor Google Play'den fakat Adobe akrobat uygulamasında abone gözüküyorum lütfen aboneliğimi siz de iptal edin

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Amal Jaiswal

Community Manager

Hi there

Hope you're doing well, and thanks for reaching out. We are sorry for the trouble you are experiencing.
Please check the steps shared in the help article https://adobe.ly/3SKPtNi to know more about the cancellation and refund process/policy.

Regards
Amal

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M

Marvelous_contributor8acfAuthor

Participating Frequently

It still didn’t work. I want this issue fixed because 1) I’m being charged over the subscription price and 2) I had canceled my subscription the very same day that I had downloaded the app. This is hindering me from downloading other apps on my phone. I’d really like this fixed.

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Amal Jaiswal

Community Manager

Hi @Marvelous_contributor8acf

I hope you are doing well, and thanks for the update. I'm sorry for the trouble.

As Meenakshi shared earlier, our check shows the subscription as cancelled with the payment method removed. Since the app on your phone still shows an amount owed, a few more details will help us find where it is coming from:

Whether you are on an iPhone or an Android, and your OS version.
What the Subscriptions page in your phone's store (Google Play or the App Store) shows for this subscription, for example, canceled, expired, or payment pending. A screenshot works well.
The exact message you see when other apps fail to download (a screenshot, without personal information).

Once we have these details, we can share more troubleshooting steps.

Regards,

Amal

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M

Marvelous_contributor8acfAuthor

Participating Frequently

I have an IPhone, the subscription shows canceled, and it tells me that there is a verification issue when I try to download an app

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M

Marvelous_contributor8acfAuthor

Participating Frequently

Yes, it is the same email address. I tried to reboot my device and it still says the same thing.

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Amal Jaiswal

Community Manager

Hi there

Hope you are doing well and sorry for the trouble.

Please try to clear the App cache as described below and see if that works:

Clear the app cache on Android

Open Settings on the device.
Go to Apps (on some devices, Apps & notifications or Manage apps).
Find and tap the app (for example, Adobe Acrobat or Adobe Scan). If it isn't listed, tap See all apps.
Tap Storage (on some devices, Storage & cache).
Tap Clear cache.

Offload the app on iPhone or iPad (iOS)

Open Settings.
Go to General.
Tap iPhone Storage (on iPad, iPad Storage). Wait a moment for the app list to load.
Scroll to find the app and tap it.
Tap Offload App, then tap Offload App again to confirm.

Offloading removes the app itself but keeps its documents and data on the device.

Let us know how it goes.

Regards,

Amal

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M

Marvelous_contributor8acfAuthor

Participating Frequently

There was no transaction because I haven’t paid it. The app is showing that I still need to pay it.

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M

Marvelous_contributor8acfAuthor

Participating Frequently

This is a screenshot showing that the app still says that I owe.

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Meenakshi Negi

Community Manager

Hi Marvelous_contributor8acf,

The application indicates that the subscription has been cancelled, but it seems the information on your device has not been updated. Could you please confirm whether you registered with the same email address you use to sign in here in the community? If not, kindly share the correct email address via private message so we can verify and confirm.

Since you have already removed the payment method and your account shows as cancelled, you will not be charged. Please check what happens when you click on "Manage Subscriptions" and try rebooting your device once.

Let us know how it goes.

Thanks,

Meenakshi

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Meenakshi Negi

Community Manager

Hi Marvelous_contributor8acf,

Thank you for reaching out and sorry for the trouble caused.

We have checked the account using the email address linked to your community profile. The subscription shows as cancelled. Please check and confirm if the transaction was made from Adobe. If yes, please share the screenshot of the transaction number.

For refund-related information, please refer to the note section in the following help document: Refunds for Acrobat mobile subscriptions.

Thanks,

Meenakshi

Thanks,

Meenakshi

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