Charged for plan but there's no active plan on my account

Question

Hi everyone. I got an email notification that my payment failed for the $9.99/mo Photography Plan. It says that it's an annual plan, paid monthly. I want to cancel this plan - I don't use it and don't remember why I have it. I used to have a Cloud subscription, which I must have downgraded at some point and forgotten about it. I have been charged the past couple months and didn't realize until I received an email - silly of me.

However, when I go to Manage Account as directed, it says I have no active plans, nor do I have any invoices or billing history. I am certain that I am logged in to the right email. Since it says I have no active plans, I cannot cancel my plan or edit my card information. I also can't talk to an agent, because when I message the virtual assistant, it tells me that I need to have an active plan to do so. But clearly Adobe thinks I have an active plan. Even if I had cancelled the plan at some point (I don't remember), and it's just charging me for the remaining months, wouldn't it still show up as active under my account? I'm confused. How do I fix this?

kglad · Answer

contact adobe support. there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

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