charged me and cannot cancel
Two things to first get off my chest:
Firstly, your product managers should be embarrassed at adding this much confusion and complexity into the billing process.
Secondly, people on your team should try to use the product themselves and note that the "free 7 day trial" immediately results in a charge appearing against a real bank account/card. While I understand this may be intended as an authorization hold or billing verification step, it is not obvious to users and creates a poor first impression.
Now that is off my chest, I'll describe the issues.
Issue 1: The "7 day free trial" appears to charge immediately
I signed up expecting a free 7 day trial.
Instead, a charge immediately appeared against my bank account/card. If this is an authorization hold, billing verification, or some other temporary transaction, that was not made sufficiently clear during the signup process.
From a user's perspective, the experience is:
- I am told I am starting a free trial.
- I immediately see a charge on my payment method.
- There is little or no explanation of what the charge represents.
This creates confusion and makes it appear that the free trial is not actually free.
Issue 2: No clear way to understand or cancel the subscription
Adobe Scan shows that I am "Subscribed".
The "Manage subscriptions" button redirects me to Google Play.
However, no Adobe subscription appears in Google Play subscriptions.
As a result, I cannot determine:
- Whether I currently have an active subscription.
- Whether I have already cancelled it.
- Which account is being billed.
- Whether Adobe or Google is managing the subscription.
- How to cancel the subscription if it is still active.
A user should never have to guess whether they are currently paying for a service or how to stop paying for it.
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