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Participant
February 20, 2023
Question

Account was Cancelled on 1/10/23 - Why am I still being charged?

  • February 20, 2023
  • 3 replies
  • 895 views

I cancelled my trial subscription within the time frame. I received an email showing my account was cancelled on 1/10/23. Why did you charge my paypal account on 1/17/23 and tried again on 2/17/23. 

How can I delete this account. I have blocked it on my paypal account for not allowing any payments to be made to Adobe. 

I am not paying for a service that I cancelled. This email confirms that you canceled your Adobe Acrobat Pro subscription. You will continue to have access to your subscription tools and online services until the end of your billing cycle on 10-January-2023 (PT). After this date, your account will revert to a basic, free level of membership.

If it says free level of service why are trying to bill me?

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3 replies

kglad
Community Expert
Community Expert
February 21, 2023

you apparently failed to cancel. make your case to adobe support.  there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

JR Boulay
Community Expert
Community Expert
February 21, 2023

[MOVED TO THE ACCOUNT, PAYMENT, & PLAN DISCUSSIONS]

Acrobate du PDF, InDesigner et Photoshopographe
AkanchhaS8194121
Legend
February 21, 2023

Hi @Daniel28490734lzod 

 

Sorry to hear about your experience.

We have looked into your account and can see there's a subscription to Acrobat Pro. Not sure if this was canceled or subscription renewal was stopped. 

To get this issue resolved, please get in touch with our Customer Care billing team once. They will assist you for the same.

We'd request you to contact the team via phone or chat support following this link: https://helpx.adobe.com/support.html 

Click on "Contact Us" in the lower right corner of the page. 

 

 

Got your issue resolved? Please label the response as 'Correct Answer' to help your fellow community members find a solution to similar problems.

 

Thanks,

Akanchha