Cancel and Refund Adobe Acrobat Pro & AI Assistant for Acrobat

Hello Adobe,

I would like to ask for help regarding an issue with canceling my Adobe subscription and getting a refund.

Here is my situation:

On December 26, 2025, I subscribed to Adobe Acrobat Pro and AI Assistant for Acrobat as a bundled offer under a free trial. The free trial was scheduled to end on January 2, 2026. I am located in Indonesia (GMT+7). Unfortunately, I forgot to cancel the free trial before January 2, 2026. I only realized this on the morning of January 3, 2026 (today).

According to the subscription details, if the free trial is not canceled, Adobe automatically charges the monthly plan to the registered payment method. In my case, I used a debit card. The prices shown to me (already converted from USD to Indonesian Rupiah) are:

• Adobe Acrobat Pro: Rp 494,172 (incl. tax) per month

• AI Assistant for Acrobat: Rp 115,218 (incl. tax) per month

I have attached a screenshot as proof of these charges.

After reviewing Adobe’s cancellation and refund policy, I found that subscriptions canceled within the first 14 days of the initial purchase are eligible for a full refund with no cancellation fee. This is also shown in the Adobe Help pages (as seen in my second and third screenshots).

However, there is an important issue:

When Adobe attempted to charge my debit card, my balance was only sufficient for the AI Assistant for Acrobat, so that charge went through successfully.
The charge for Adobe Acrobat Pro (the higher amount) failed due to insufficient balance.

This morning, I tried to cancel both subscriptions:

• I was able to cancel the AI Assistant for Acrobat.

• However, I have not received the refund yet in my bank account.

• When I tried to cancel Adobe Acrobat Pro, the system showed an error saying that I must resolve an issue with my payment details before I can manage or cancel the plan (as shown in my fourth screenshot).

Based on this situation, I would like to ask:

1. How does the refund process work in this case?
Since I am still within the 14-day window, should the refund for the AI Assistant be processed automatically? How long does it usually take for the refund to appear in a debit card/bank account?

2. How can I cancel the Adobe Acrobat Pro plan?
Do I need to top up my debit card balance first so Adobe can complete the charge, and then cancel the plan to request a refund?
Or is there another way to cancel the plan without having to complete the failed payment?

I would really appreciate any clarification or guidance from Adobe staff or anyone who has experienced a similar issue. Thank you very much for your help.