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leosalles
leosalles
Participant
June 6, 2026
Question

Cobrança indevida

  • June 6, 2026
  • 1 reply
  • 16 views

Boa tarde.

A Adobe efetuou uma cobrança indevida em meu cartão de crédito no dia 05 de junho de 2026, no valor de R$220,00. Meu plano anual expirou no fim de Abril, eu desabilitei a renovação automatica e estava com o plano inativo desde então.

Porém, no dia 05 de junho, eu fiz login em minha conta para verificar algumas informações e a opção “renovação automátiva” apareceu como ativa, sem eu ter ativado. Eu desativei novamente e após verificar as informações que precisava, fechei a janela.

Acontece que a página da Adobe está ativando sozinha a renovação automática, deliberadamente. Eu fiz um vídeo de captura de tela, demonstrando essa falha na página, onde eu inativo a cobrança e após alguns segundos a página ativa novamente, sem autorização.

Em anexo, envio o e-mail automatico que recebi em Abril, avisando que a assinatura estava encerrando e a ativação automática não estava ativa. O que comprova que a renovação foi feita sem autorização.

Solicito o estorno imediato da cobrança. Caso não ocorra o estorno imediato, o valor deve ser reembolsado com juros correspondentes ao período de atraso.

 

Atenciosamente.

 

    1 reply

    T
    Community Manager
    Tariq Ahmad DarCommunity Manager
    Community Manager
    June 8, 2026

    Hi ​@leosalles,


    Thanks for sharing your concern. We understand this situation can be frustrating.

     

    Please refer to the following article for guidance on Acrobat Reader Mobile and Adobe Scan Premium subscriptions, including trial cancellations, billing inquiries, subscription management, and refund-related requests:

     

    https://adobe.ly/3Scf1T7

     

    The article addresses the most common scenarios and outlines the available next steps for assistance.


    ~Tariq

    leosalles
    leosallesAuthor
    Participant
    June 25, 2026

    Hi Tariq. I appreciate your feedback.

    I’ve cancelled the plan in the first day of renovation, but it do not show if i’ll get refund. Do you happens to know where i can check this? I see the plan status as canceled, but it shows it will be active until june 29th, nothing regarding the refund.

     

    My subscription for the Creative Cloud Pro was with the automatic renovation deactivated, nevertheless, the subscriton was renewed withou my concent. I’ve shared the video to show thar when i logged in to the account, the automatic renovation was desabled but it activated by itself. I tried over and over to deactivat but, as shown in the video, it kept reactivating alone.

     

    I need guidance in order to request refund for this unauthorized renovation.

    ShivangiGupta
    Community Manager
    ShivangiGuptaCommunity Manager
    Community Manager
    June 26, 2026

    Thanks for waiting, ​@leosalles.

    Refunds are initiated only when the subscription is cancelled within first 14 days of purchase. I reviewed your account info and found that your subscription is over a year old which makes your account ineligible for refund.

    More details: https://helpx.adobe.com/account/individual/terms-policies-and-regulations/adobe-subscription-terms.html

    Let us know if you have any additional questions.

     

    ^Shivangi

    ^Shivangi
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