Skip to main content
Participant
August 30, 2025
Answered

Charged for Free Trial

  • August 30, 2025
  • 2 replies
  • 439 views

Cancelled free trial, but was still charged. Any idea on how to contact a human to correct this?

Correct answer Shivangi_Gupta

Hi Jennifer.

We appreciate you reaching out. I reviewed your account details and found that you have an active subscription to AI Assistant for Adobe Acrobat. This is the reason you are still getting charged. 

Please refer to this article to cancel the plan: https://adobe.ly/41vIuJA

Let us know if you have any questions.
^Shivangi

2 replies

kglad
Community Expert
Community Expert
September 1, 2025

and 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

Participant
September 1, 2025

Interesting hidden twist.

I would never have chosen an ai assistant,  but now after canceling Adobe I will get charged for two months.

 

kglad
Community Expert
Community Expert
September 1, 2025

@jennifer_8902 

 

i don't know if you encountered something different, but when i investigate an acrobat subscription, the ai option requires checking a box to select it.  if that box were pre-selected, that would be underhanded.

creative explorer
Community Expert
Community Expert
August 30, 2025

@jennifer_8902 When you sign up for a free trial, you are typically agreeing to a subscription that will automatically start and charge your payment method unless you cancel. The terms state that the trial is for a specific period (e.g., 7 or 14 days), and if you don't cancel before it ends, the charge goes through. If you cancel on the very last day of the trial, there can be a discrepancy between your time zone and Adobe's. The cancellation must be completed before the trial period officially ends in Adobe's system (this is the main reason why I never ever try a trial period for anything!)

Is it possible the cancellation process didn't complete successfully. This could be due to a technical glitch, a pop-up blocker, or simply not clicking the final "confirm cancellation" button. Check your email for a cancellation confirmation from Adobe. If you don't have one, the cancellation may not have gone through.

Also, have you previously have a free trial on the same account? Adobe's systems may recognize this as a pattern and charge you even if the trial is "cancelled," as they may determine you're ineligible for the free trial.

m
Shivangi_Gupta
Community Manager
Shivangi_GuptaCommunity ManagerCorrect answer
Community Manager
September 1, 2025

Hi Jennifer.

We appreciate you reaching out. I reviewed your account details and found that you have an active subscription to AI Assistant for Adobe Acrobat. This is the reason you are still getting charged. 

Please refer to this article to cancel the plan: https://adobe.ly/41vIuJA

Let us know if you have any questions.
^Shivangi