Hi all,I'm hoping someone from Adobe staff or the community can point me in the right direction. I have a Creative Cloud subscription billed to my personal credit card, but tied to a work email address I no longer have access to (I've since left that company). Because I can't log in to the account, I'm stuck:The chatbot and "type AGENT" trick both dead-end at a login wall requiring account access I don't have. Phone support hasn't been able to get me past account verification either.What I need:To cancel the subscription so it stops billing my personal card. A billing history / receipts for the subscription, needed for expense reimbursement purposes from my former employer.Since I can't access the account email, I'm hoping to verify another way — for example, via the payment method on file. Is there a path for this, or can a moderator help escalate?Happy to provide whatever verification is needed (last 4 digits of the card, name on account, etc.) via a more secure channel if that helps.Thanks in advance for any guidance.

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Cancel account

Forum|Forum|3 days ago
August 30, 2026
3 replies
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Hi all,

I'm hoping someone from Adobe staff or the community can point me in the right direction. I have a Creative Cloud subscription billed to my personal credit card, but tied to a work email address I no longer have access to (I've since left that company). Because I can't log in to the account, I'm stuck:

The chatbot and "type AGENT" trick both dead-end at a login wall requiring account access I don't have.
Phone support hasn't been able to get me past account verification either.

What I need:

To cancel the subscription so it stops billing my personal card.
A billing history / receipts for the subscription, needed for expense reimbursement purposes from my former employer.

Since I can't access the account email, I'm hoping to verify another way — for example, via the payment method on file. Is there a path for this, or can a moderator help escalate?

Happy to provide whatever verification is needed (last 4 digits of the card, name on account, etc.) via a more secure channel if that helps.

Thanks in advance for any guidance.

Jeff_A_Wright

Community Manager

Thank you for posting, @romantic_Whirlwindae19.

I am sorry about the transition you are going through, and I understand how frustrating this is, especially when the subscription is tied to an email address you can no longer access.

Based on the account information available to me, I do not see any active Adobe subscriptions associated with the account you used to post here.

If you are still seeing charges on your credit card, I recommend reviewing Adobe's guide for identifying a charge, as the billing may be associated with a different Adobe account or email address:

https://helpx.adobe.com/account/individual/billing-and-payments/payment-and-billing-issues/unknown-charge-on-bill.html

Since you no longer have access to the email address associated with the Adobe account you are describing, and billing history or receipts would be associated with that account, please get in touch with us directly so we can review the situation and discuss available verification options:

https://helpx.adobe.com/contact.html?rghtup=autoOpen

Please let us know if you have any additional questions, @romantic_Whirlwindae19.