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C
c_7558
Participant
October 20, 2025
Answered

Cannot cancel Plan

  • October 20, 2025
  • 2 replies
  • 515 views

Hi, All,

No matter what I do, the Plans page won't let me access it, and support cannot be reached in any form, which makes this a super suspicious service. I’ve been trying to cancel my subscription for a few hours now, but for some reason, it’s not working despite my efforts. I’ve switched from my Mac to my Windows PC, and the issue persists. I’ve attached a photo for reference. I even tried different Wi-Fi networks, including a nearby coffee shop and my personal hotspot. Everything on the Adobe website works except the Plans page and the online support section. I’ve switched between Chrome, Safari, and Firefox, used private browsing on all, cleared my cache, and reset my firewall. I also tested it on my iPad, but the problem remains.

This feels very suspicious, almost as if Adobe is intentionally preventing me from canceling my plan. I’m not seeking a refund; I’m canceling because I’m upgrading to a better service that better suits my needs. When I called their support number (1-800-833-6687), the call disconnected automatically, which adds to the concern. Based on this experience, I no longer recommend Adobe as a trusted service and plan to file a complaint with my local consumer protection agency and report this to the Better Business Bureau. I still cannot cancel my plan despite all my efforts.

Correct answer hellohello325078

Hi Jeffrey, and thank you for getting back to me. The service is back online, at least for me, and after more than three full hours of this, I was finally able to cancel my plan. I apologize for getting so heated! Unfortunately, after many a terrible experience with big corporations, I was absolutely ready to believe that Adobe was trying to full-on scam me. It would have helped if the troubleshooting process had included an easy to find customer support e-mail address instead of only ever linking back to the inaccessible "plan" page, or if the phone number I called (the one listed for Germany) would have actually connected. Otherwise it just really heightens the impression of a deliberate scam. Anyway, thanks again and I wish you a great rest of your day!

2 replies

H
hellohello325078
Participant
October 20, 2025

I am CRYING because I have THE ABSOLUTE EXACT SAME ISSUE. I have been at this FOR TWO HOURS. I am DESPERATE.  Everything works EXCEPT the "plan" section. I have tried mobile, tablet and desktop devices. Tried three different browsers. Today is the last day of my trial. The only way to cancel is through the account that won't load the "plan" section. No e-mail to write to. Phone number that I found after two hours won't pick up, not even to tell me to call again etc. IF that number is legit, which I don't expect it to be, it won't be manned until tomorrow morning, and even if I reach someone by phone, I will still not have anything in writing; they'll just lie to me about cancelling my plan for me. Chat won't help; it says there is no plan associated with my e-mail address; so I need to get a paid plan before they can help me cancel my free trial. AMAZING. Never in my LIFE have I experienced a more viciously, disgustingly fraudulent service. PLEASE PLEASE PLEASE LET ME KNOW IF YOU FIND A SOLUTION TO THIS.

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
October 20, 2025

@hellohello325078 I am sorry, but no one can manage your commitment to Adobe right now. You will find much of the Internet is dependent on Amazon Web Services.

 

Please bookmark https://status.adobe.com/ and try again once the page is in green. As previously mentioned it will take time for services to be restored once the outage in Amazon Web Services has been corrected.

H
hellohello325078Correct answer
Participant
October 20, 2025

Hi Jeffrey, and thank you for getting back to me. The service is back online, at least for me, and after more than three full hours of this, I was finally able to cancel my plan. I apologize for getting so heated! Unfortunately, after many a terrible experience with big corporations, I was absolutely ready to believe that Adobe was trying to full-on scam me. It would have helped if the troubleshooting process had included an easy to find customer support e-mail address instead of only ever linking back to the inaccessible "plan" page, or if the phone number I called (the one listed for Germany) would have actually connected. Otherwise it just really heightens the impression of a deliberate scam. Anyway, thanks again and I wish you a great rest of your day!

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
October 20, 2025

C, thanks for posting about the problems updating your plan and contacting us. Adobe services are affected by the current Amazon Web Service outage. Please view and bookmark https://adobe.ly/47zyVww to keep up-to-date on the current impact.

 

I would recommend you try again in a few hours, or tomorrow, as the Amazon Web Service outage appears to be continuing for awhile, and recovery will still take time after that. C. ^JW

    C
    c_7558Author
    Participant
    October 20, 2025

    Awesome! Thank you so much will try again tomorrow.

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