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Participant
August 18, 2025
Question

Cancelling AI subscription before end of 60 days extension

  • August 18, 2025
  • 1 reply
  • 619 views

Hi there,

 

I'm writing from Germany.

 

I did a free trial for the Adobe Acrobat AI assistant and didn't find enough use for it to go onto to a full subscription. When I was going to cancel, they offered a free 60 day extension. I took this, thinking perhaps I would find further use for it during this time. I tried, but found that technical issues with the tool meant it wasn't useful enough for me. I'm now nearing the end of the extension and want to cancel but I'm being told that I'll have to pay a cancellation fee to the tune of half a year's subscription. 

 

I'm confused though, because I signed up for a 60 day extension, not a year's subscription. It seems that at the moment I have a choice of either cancelling now and paying the fee, or continuing until the end of the extension, at which point I'll start paying a monthly subscription fee (and, I assume, will still have to pay the same cancellation fee afterwards). I feel like I'm in a double-bind. 

 

Have I understood the situation correctly? If so, it's basically a trap, and casts serious doubt on the ethics of Adobe.

 

Thanks in advance for any advice you can give!

1 reply

kglad
Community Expert
Community Expert
August 18, 2025

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

what's it show?

Shivangi_Gupta
Community Manager
Community Manager
August 18, 2025

Hi there,

We are hereto help. I can see that you have an active subscription to AI assistant for Acrobat since 2 months and 24 days. Could you confirm where did you see the option to extend the plan?

Let us know.


^Shivangi

Participant
August 19, 2025

Hello Shivangi,

 

Thanks for getting back to me! The option appeared when I tried to cancel the free trial. I've attached the confirmation email for the extension. It's in German but I've included a translation below. My question is -- as this is a free extension for 60 days, why is the charge for cancelling it half a year's worth of paid subscription?!

 

Michael


A translation of the email:

Hello Michael,

Your AI Assistant for Acrobat subscription has been renewed for an additional 60 days. If you need to update your payment information, please update your payment method before this period expires.

Order number: 8163F554D9A9F12385CA
Subscription option: AI Assistant for Acrobat
Renewal term: 60 days
Update your account by August 23, 2025 (PT)

 

Best regards

The Adobe Acrobat Team