Participating Frequently

Answered

Am I getting a refund?

Forum|Forum|2 months ago
July 1, 2026
35 replies
234 views

Hi. I would like to know if I’m getting a refund. I got the trial for Substance 3D collection a few months back but only had time to use it once, when my trial was ending I went to cancel it and was offered 2 more months, I took them and only had time to use it with 2 weeks left but I noticed that I can’t even use the programs because the trial “expired” (so much for 2 months(???)) and it wouldn’t even let me cancel because of a “payment issue”.

I tried to resolve the payment issue multiple times as well as re-adding my credit card which all seemed fine (I even got a confirmation from my banking app about the 0 charge) but the moment you refresh the page or anything like it, the payment issue reappears. It also stated that if the payment issue isn’t resolved the subscription will be auto canceled.

Now I got charged for this month (so the payment issue was done on purpose by Adobe?) even though there was an apparent “payment issue”? I was able to cancel it and did so in less than 2 hours of being charged but the confirmation email for the canelation states my subscription will end on the 31st, so does this mean that Adobe prevented me from canceling my subscription with a fake payment issue I couldn’t resolve AND gave me 2 extra months to prevent any refunds so I would lose almost 60 euros? Or am I actually getting the refund? If not this seems like an actual scam I’d have to speak to my bank about, what are my options? Is Adobe any help at all? 🤔

Thank you for any assistance even if I expect the worst outcome.

Correct answer ShivangiGupta

Thread Summary

A user attempted to cancel a Substance 3D Collection trial as it was ending and was offered two additional free months, which they accepted. Shortly before those two months elapsed, the user found the trial marked as "expired" and was unable to use the applications. When trying to resolve a "payment issue" that was blocking cancellation, the fix appeared to work but reverted upon refreshing the page. The account was subsequently charged for a subscription month, after which the user was able to cancel — doing so within about two hours of the charge. The cancellation confirmation email stated the subscription would remain active until the end of the month, leaving the user uncertain whether they would receive a refund under the standard refund window.

Suggestions by other participants

kglad noted that refunds typically take up to 14 days to process, and the user was advised to check their Adobe account page to confirm the cancellation had gone through.
ShivangiGupta (Community Manager) reviewed the account and found that Adobe had sent an email notifying the user when the trial would end, and that since the subscription wasn't canceled before the trial ended, it automatically converted to a paid plan. No prior record of an extended trial being granted was found on the account.
Manan Joshi (Community Expert) pointed to Adobe's subscription terms article to help clarify the refund policy.

Suggested solutions by Adobe

If you were charged unexpectedly and canceled within 14 days of that charge, you generally qualify for a full refund under Adobe's standard subscription terms. Review the cancellation and refund terms for your plan type here: https://helpx.adobe.com/account/individual/terms-policies-and-regulations/adobe-subscription-terms.html
If a "payment issue" is blocking your cancellation or causing incorrect billing, update or retry your payment method directly in your Adobe account: https://helpx.adobe.com/account/individual/billing-and-payments/payment-and-billing-issues/retry-failed-or-missed-payment.html
To cancel a trial or subscription and confirm what happens afterward (including access dates and refund eligibility), follow the official cancellation steps: https://helpx.adobe.com/account/individual/subscriptions-and-plans/renewals-and-cancellations/cancel-adobe-subscription.html
If you want to verify exactly what a specific charge on your statement corresponds to, use Adobe's Charge Finder tool: https://helpx.adobe.com/account/individual/billing-and-payments/payment-and-billing-issues/unknown-charge-on-bill.html

ShivangiGupta

Correct answer

Community Manager

Thread Summary

A user attempted to cancel a Substance 3D Collection trial as it was ending and was offered two additional free months, which they accepted. Shortly before those two months elapsed, the user found the trial marked as "expired" and was unable to use the applications. When trying to resolve a "payment issue" that was blocking cancellation, the fix appeared to work but reverted upon refreshing the page. The account was subsequently charged for a subscription month, after which the user was able to cancel — doing so within about two hours of the charge. The cancellation confirmation email stated the subscription would remain active until the end of the month, leaving the user uncertain whether they would receive a refund under the standard refund window.

Suggestions by other participants

kglad noted that refunds typically take up to 14 days to process, and the user was advised to check their Adobe account page to confirm the cancellation had gone through.
ShivangiGupta (Community Manager) reviewed the account and found that Adobe had sent an email notifying the user when the trial would end, and that since the subscription wasn't canceled before the trial ended, it automatically converted to a paid plan. No prior record of an extended trial being granted was found on the account.
Manan Joshi (Community Expert) pointed to Adobe's subscription terms article to help clarify the refund policy.

Suggested solutions by Adobe

If you were charged unexpectedly and canceled within 14 days of that charge, you generally qualify for a full refund under Adobe's standard subscription terms. Review the cancellation and refund terms for your plan type here: https://helpx.adobe.com/account/individual/terms-policies-and-regulations/adobe-subscription-terms.html
If a "payment issue" is blocking your cancellation or causing incorrect billing, update or retry your payment method directly in your Adobe account: https://helpx.adobe.com/account/individual/billing-and-payments/payment-and-billing-issues/retry-failed-or-missed-payment.html
To cancel a trial or subscription and confirm what happens afterward (including access dates and refund eligibility), follow the official cancellation steps: https://helpx.adobe.com/account/individual/subscriptions-and-plans/renewals-and-cancellations/cancel-adobe-subscription.html
If you want to verify exactly what a specific charge on your statement corresponds to, use Adobe's Charge Finder tool: https://helpx.adobe.com/account/individual/billing-and-payments/payment-and-billing-issues/unknown-charge-on-bill.html

^Shivangi

E

Energetic_yogi6f03

Participant

Today, I have had money deducted from my card for the ecom adobi website without my knowledge. At this time, I did not even have money for expenses. At that time, this money was deducted, so I can refund the money as soon as possible.

kglad

Community Expert

@Energetic_yogi6f03

you must cancel your subscription within the refund period. make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", you probably have a payment error that you need to repair before cancellation is allowed, https://helpx.adobe.com/manage-account/kb/fix-failed-missed-payment.html

ShivangiGupta

Community Manager

Thanks for tagging me here @kglad.
Hi @no2thieves ,

Thank you for reaching out.

I reviewed your account and found that Adobe sent an email on April 24, 2026, notifying you that your trial would end on April 29, 2026. Since the subscription was not canceled before the trial period ended, it automatically converted to a paid plan.

I also checked for any previous support interactions related to a trial extension but was unable to find any records indicating that an extended trial had been granted.

Could you please let us know when and how you were offered the extended trial? If you have any supporting confirmation, such as an email, chat transcript, or text message, please share it with us. That information will help me investigate this further and better understand the situation.

I look forward to hearing from you.

^Shivangi

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no2thievesAuthor

Participating Frequently

Hi, thank you for taking a look at my question.

I can confirm that I did get the email informing me of my trial ending. The way I got this “trial extention” was that I went to cancel my trial, possibly on the 29th of April since I have an email for changing my password, I went to cancel the usual way and if I remember correctly I chose the reasons as, too expensive, I don’t use it often enough and one more (I don’t remember which but I know I chose 3 reasons).

Right until the final step the system (website) that usually shows other offers that might be cheaper to keep customers, offered me 2 more free months, since I did not use it much I decided to take it. Now as anything to support that, I did not get any email for it funnily enough, which is actually confusing now that I think about it because I didn’t even get an email stating that my subscription was renewed when I was charged on June 30th, I only saw the charge on my banking app, however, I think the system itself can support my claim because as my trial was ending on April 29th, I did not get charged money for it after the 29th, and if you add 2 months (the extention) I got charged on 2026.06.30 at 23:21. This seems like the system gave me 2 months but didn’t actually do it.

Now the thing is that I only had time to use the program with about 2 weeks left of those 2 months, when I went to open the program in Creative Cloud, it said that the trial ended, I only had the option of buying it, then I saw that there’s a “payment issue”. That prevented me from even using the programs during those 2 months. I went to sort it out but after “sorting” it (re-adding my credit card and what not) the website acted like it’s sorted, until you refresh the page or just go into another page, then you see that it’s still there, what’s infuriating here is that it prevented me from canceling and that it was also stated that if it’s not resolved it would auto cancel on the next billing cycle, since I couldn’t solve it, didn’t use the programs often enough, I just went it, it was supposed to auto cancel anyway.

However, the next billing cycle comes and I get charged money, so this payment issue just, went away when it came to actually charging money from me but also not letting me use the programs during said “extention”.

Now I was allowed to cancel it and did so in less than 2 hours from being charged which is indeed less than 14 days as stated in the refund policy.

This seems like I was granted a non existent 2 month extention by some AI used on the website that maybe needed to be confirmed by a real preson and no one did? Since there’s no records of it happening as you mentioned yet there’s no charge after April 29th and only on June 30th.

Thank you again for taking a look into this 🙂

kglad

Community Expert

@no2thieves

tag @ShivangiGupta each time you post a message for them.

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no2thievesAuthor

Participating Frequently

I come back and see that someone (an employee I assume?) marked the worst imaginable answer as “best answer”, real funny. I’ve read the refund policy, more than once, I know I am owed a refund, the cancelation confirmation email states my subscription will last until the 31st, why? If I am owed a refund it shouldn’t last until the 31st (the whole month), I just want a confirmation if I am getting a refund, that’s all I’m asking.

kglad

Community Expert

@ShivangiGupta can you check @no2thieves’s account to confirm that their acceptance of a free 2 months when starting to cancel their subscription negated their cancellation?

kglad

Community Expert

you have to fix your payment method in order to canel. try using a mobile phone's updated non-opera browser with wifi disabled to fix that payment method.

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no2thievesAuthor

Participating Frequently

It did not let me “fix” my payment method, when this month started I was charged money (so much for a payment issue) and NOW it let me cancel, it’s canceled BUT my E-Mail confirmation for the cancelation STATES that my subscription will last until the 31st of THIS month, I canceled in the span of about 2 HOURS of being charged, that is less than 14 days which falls in the refund policy. I just need a confirmation on my refund since my E-Mail that I got states my subscription will last until the 31st which technically would mean I am not getting a refund even though I should fall into the refund window?