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default1juuoigtpnlj
Participant
April 12, 2023
Answered

Adobe stock trial cancellation impossible

  • April 12, 2023
  • 1 reply
  • 399 views

I subscribed to a free 30-day Stock trial on 7th March 2023. Since then I haven't been able to cancel it. I subscribed to it using the personal profile of the account which is also used by my company for the Cloud subscription. BUT - I PERSONALLY signed up for it using my PERSONAL debit card, believing I will have full control of the subscription. Now, when I wanted to cancel it, this option just doesn't show up, I only have a list of Cloud applications and the information that I have to contact my company admin to do anything about it and no option to contact a real person about it. I've replied to emails I got from Adobe and of course, they are no-reply addresses.
I strongly urge you to cancel my subscription and address this issue in your services. This should be looked into by the consumer protection office, as it the "free cancellation" is a misleading term and the lack of option to cancel a subscription is illegal in Poland, where the purchase was made.
It is also infuriating that I have to address this matter in a public forum because it is impossible to find information on how to contact customer service.

This topic has been closed for replies.
Correct answer Abambo

It's always a bad idea to mix company subscriptions with personal subscriptions.

 

First thing to try:

  • If the subscription is really on the personal part of the account, sign out and sign in again, select the personal account.
  • Go to https://account.adobe.com/plans and cancel your plan.

If you have taken the plan via the company part of the account, contact your plan administrator and ask him to contact support via the admin console to cancel the plan.

 

If the plan is not a teams plan, but a personal plan, you can also contact Adobe customer service directly. Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Kindly note that phone charges may apply.

For support via Twitter:
https://twitter.com/AdobeCare

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and look, if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.

If in doubt, ask the forum.

 

Just as a remark as a user to a user: There are so many things that can go wrong on your computer. Your computer can be ill configured or some addresses needed get blocked. So, the fact that you do not find the cancel option or the customer support option, does not mean that it is absent. I doubt that Polish laws say that Adobe is responsible for your computer configuration. Or to say it differently: The cancel option is there, the contact options are there. I have used them all, and until now, without a problem.

 

Please update this if you require further help.

1 reply

Abambo
Community Expert
AbamboCommunity ExpertCorrect answer
Community Expert
April 12, 2023

It's always a bad idea to mix company subscriptions with personal subscriptions.

 

First thing to try:

  • If the subscription is really on the personal part of the account, sign out and sign in again, select the personal account.
  • Go to https://account.adobe.com/plans and cancel your plan.

If you have taken the plan via the company part of the account, contact your plan administrator and ask him to contact support via the admin console to cancel the plan.

 

If the plan is not a teams plan, but a personal plan, you can also contact Adobe customer service directly. Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Kindly note that phone charges may apply.

For support via Twitter:
https://twitter.com/AdobeCare

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and look, if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.

If in doubt, ask the forum.

 

Just as a remark as a user to a user: There are so many things that can go wrong on your computer. Your computer can be ill configured or some addresses needed get blocked. So, the fact that you do not find the cancel option or the customer support option, does not mean that it is absent. I doubt that Polish laws say that Adobe is responsible for your computer configuration. Or to say it differently: The cancel option is there, the contact options are there. I have used them all, and until now, without a problem.

 

Please update this if you require further help.

ABAMBO | Hard- and Software Engineer | Photographer
    D
    default1juuoigtpnljAuthor
    Participant
    April 12, 2023

    Thank you, @Abambo . Using the list of phone numbers I managed to cancel the subscription over the phone.

    Apparently it isn't a good idea to mix the two, but since the personal profile option exists, I did not expect for the cancellation to be this difficult. The https://account.adobe.com/plans link you provided did finally lead me to the details of the subscription, but there was no option to cancel. I doubt that's a problem with the configuration of my computer, I use a perfectly good modern browser known to developers for years and I honestly can't think of a way the cancellation button could have been coded so that it disappears because of the local machine setup. Of course I often doubt my sight, but I spent long hours looking for it and it just should not have been that difficult to find it. The cancellation link should have popped up in multiple locations I looked for it, especially in the URL linked in the subscription confirmation e-mail or the reminder that the trial is almost over. Instead, the link kept redirecting me to the same annoying question of whether I need help and a loop of links which did not allow me to reach a real human. The list of phone numbers was not accessible anywhere in that loop.

    This has been a terrible experience, I have never experience such difficulties anywhere else than Adobe.
    Thank you for helping me get out of this subscription, @Abambo !

      Abambo
      Community Expert
      AbamboCommunity Expert
      Community Expert
      April 13, 2023

      I'm happy that I could be of help. I do not know what hack did disallow you to selfcancel, but I know that slight differences in computer configuration can lead to different results. I have seen a lot of such issues in apparently identically configured computers. I myself, I'm currently working with 2 computers. One is blazing fast, the other should be, but has yet undetected troubles, even that that one is the computer, I would expect to work best. 

       

      Thanks for the feedback, the thread here may help others in need to find a solution to their troubles. 

      ABAMBO | Hard- and Software Engineer | Photographer
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