A

Anonymous

Answered

Cancelled subscription but still charging the account?

14 replies
1480 views
Translate

Hi, I have cancelled my plan on the adobe subscription well before the deadline. However, I received an email that the payment failed wherein they are charging me to my account despite the deletion of the subscription. I will provide the screenshots of it through the email which I would assume that it was already a sign of cancellation of adobe subscription as well as the recent email on the payment failed.

The first picture stated that they have processed my cancellation for Adobe. However, I have received today through email that there is a billing issue on my account despite the fact that I have cancelled the subscription for about a week ago.

Thank you

kgladCorrect answer

Community Expert

you only cancelled ai for acrobat. you probably failed to cancel your acrobat subscription.

check your account to confirm, https://account.adobe.com

Z

Zealous_doer2e8c

Participant

I too got rooked by the accounting dept. I cancelled my free trial the first day I had it, had a screen telling me I was finished and would loose my use of the plan when I uninstalled it and today they took $32 from my bank account. Poor, shoddy, disgusting business practises, taking advantage of people. I want my money back but I can't find any way to talk or email with someone who is more than a bot.

Translate

AkanshaAshra

Community Manager

Hi @Zealous_doer2e8c

Thank you for reaching out. We understand your concern regarding the subscription charge.

We checked your account and found that your free trial began on October 5. After the 7-day free trial ended, the plan converted to a paid subscription. As the paid subscription started only 2 days ago, you are still eligible for a full refund if you decide to cancel.

You can find the cancellation steps and applicable terms here:

Cancel your Adobe trial or subscription

Understand Adobe's subscription terms and refund policies

We hope this information helps.

^Akansha

Translate

P

Peaceful_personalitye221

Participant

I’ve cancelled the account & wait to see if I’m charged on October 16th.

Translate

M

Manan Joshi

Community Expert

You should not get charged after cancellation. If you do then contact Adobe Support and they shall refund it

Translate

-Manan

F

Friendly_soldier6cef

Participant

I have canceled my account - I continue to get charged for adobe - I do not have access to the resources that are associated with the 29.00. I have asked for assistance but not received any. Adobe has been charging me for several months and I keep reaching out to get help. I was able to recoup 2 months of payments once.

Translate

kglad

Community Expert

@Friendly_soldier6cef

use https://helpx.adobe.com/manage-account/kb/unknown-charge-on-bill.html to find the billed account. then check that account, https://account.adobe.com

any subscriptions?

Translate

ShivangiGupta

Community Manager

Thread summary

A user cancelled a plan on their Adobe subscription ahead of the deadline and received a confirmation that the cancellation was processed. About a week later, the user received an email stating there was a billing issue and that payment had failed, indicating a charge attempt despite the earlier cancellation.

kglad (Community Expert), identified that the user had only cancelled the "AI Assistant for Acrobat" add-on and likely had not cancelled the separate Acrobat subscription itself, and recommended checking the Adobe account to confirm which plans remained active.
Manan Joshi (Community Expert) noted the discrepancy between the cancellation email, which referenced "AI Assistant For Acrobat," and the billing issue notice, which was attempting to charge for Acrobat Pro. He advised checking the account to confirm what subscriptions remained active before updating billing information, since doing so could trigger a charge that would then need to be refunded.
A similar user in the thread reported the same experience of being charged after cancelling, and kglad asked them to check what their Adobe account showed for active plans.

Solutions suggested by Adobe

Check your Adobe account plans page to see exactly which subscriptions and add-ons are still active, since cancelling one product or add-on does not automatically cancel a separate, related subscription.
https://account.adobe.com/plans
If you have more than one plan or add-on, cancel each one individually, as each must be cancelled separately to fully stop billing.
https://helpx.adobe.com/account/individual/subscriptions-and-plans/renewals-and-cancellations/cancel-adobe-subscription.html
If your account shows a billing issue or failed payment notice, review it carefully before adding new payment details, since resolving the issue could trigger a charge for a subscription you intended to cancel.
https://helpx.adobe.com/account/individual/billing-and-payments/payment-and-billing-issues/retry-failed-or-missed-payment.html

Translate

^Shivangi

R

reza tawakuli

Participant

This is unacceptable as I cancelled subscription but Adobe still picked money from my account. I need you ro refund my money.

Translate

kglad

Community Expert

@reza tawakuli

what’s your account show, https://account.adobe.com ?

Translate

jamesnev123

Participant

Same thing happened to me and many others. Adobe clearly makes the process of unsubscribing intentionally obscure to squeeze dollars out of users.

Translate

kglad

Community Expert

@jamesnev123

adobe makes these forums available to anyone who needs help with any aspect of adobe’s apps (past and present). posting in them gets you quick help.

do you need any help?

Translate

kglad

Correct answer

Community Expert

you only cancelled ai for acrobat. you probably failed to cancel your acrobat subscription.

check your account to confirm, https://account.adobe.com

Translate

M

Manan Joshi

Community Expert

Are you due for any refunds? If not then I am not sure what needs to be done here. Because if you update the billing it seems you will be charged and then you would have to follow up to get a refund. Please check you account once to confirm if you are still subscribed to something. Because the emails says you cancelled “AI Assistant For Acrobat” but the billing issue is trying to charge for Acrobat Pro.

Translate

-Manan

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.