Cancel account with deactivated google account

Forum|Forum|8 months ago
May 26, 2025
3 replies
278 views

I have been getting auto billed for creative cloud $19.95 a month and cant cancel the account or chat with ssupport.
The account is linked to a google account that was from a prior workplace. They have deactivated the account (Oct '23) when I left and won't reactivated it because I am no longer an employee. They won;t deal with Adobe because I purchased Creative cloud with my own credit card.
The bill is on auto pay with my personal credit card, so it just keeps going.
I can't sign into the adobe account as a result and when I try to chat with Adobe, the Virtual Assistant just says sign in to manage plan. And it won't let me talk to a human until I sign in and prove I have a paid plan.
How do I kill this account?

Peru Bob

Community Expert

@shivangi gupta

kglad

Community Expert

to cancel you must correct payment problems first. ie, check your account: https://account.adobe.com

once fixed, 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

and 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

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.

if you're unable to follow the steps described, you'll need to await help from an adobe employee for the next step. (if you don't get a reply here from a badged employee within 24 hours, repost.)

K

keddrickAuthor

Participant

Thanks for moving to the correct community.
I think I buried the key info.
I can not log into the account because it is married to a deactivated google profile (owned by a corporation). So authentication fails. I will never be able to log into this account. I'm fairly certain I need an Adobe support person to help me resolve.
If someone knows how to break google authentication and replace it with standard password, great, but it work work for me to have an email shipped to this deactivated google profile.
Anyway, I will wait for an Adobe employee to reach out. (Ive already made 19 payments for something I can't access...

kglad

Community Expert

contact your admin.

kglad

Community Expert

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

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