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Snowy2186347494sw
Participant
Aug 21, 2026 3:42 PM UTC
Answered

Complaint about unauthorized charge after sales chat

I chatted with Adobe online support to ask if the Photography Plan includes AI credits. The agent said "yes" and asked me to update my credit card info. I did that, but then the agent went silent. I closed the window because I hadn't decided to buy yet.

A few minutes later, I got a bank alert that Adobe already charged my card.

I never clicked "Buy" or "Confirm". Updating my card info is NOT an agreement to pay. The agent never informed me that updating the card would trigger an immediate charge.

    Jeff_A_Wright
    Jeff_A_WrightCorrect answer
    Community Manager
    Aug 21, 2026 3:57 PM UTC

    Thank you for posting, ​@Snowy2186347494sw.

     

    I’m sorry for the confusion and frustration this situation has caused.

     

    I reviewed the account associated with this community profile and can confirm that a new Creative Cloud Photography plan (1 TB) subscription was recently started. Based on the subscription start date, you are still within the period where you can cancel the plan and receive a full refund.

     

    You can review and manage your subscription here: https://account.adobe.com/plans.

     

    For step-by-step instructions on canceling a subscription, please see: https://helpx.adobe.com/manage-account/using/cancel-subscription.html.

     

    If you did not intend to proceed with the purchase, I would recommend you review the subscription details in your Adobe account and cancel as soon as possible to ensure you remain eligible for a refund under the applicable cancellation terms.

     

    Please update this public discussion thread if you have any additional questions, ​@Snowy2186347494sw.

    View reply

    5 replies

    Jeff_A_Wright
    Community Manager
    Jeff_A_WrightCommunity ManagerCorrect answer
    Community Manager
    Aug 21, 2026 3:57 PM UTC

    Thank you for posting, ​@Snowy2186347494sw.

     

    I’m sorry for the confusion and frustration this situation has caused.

     

    I reviewed the account associated with this community profile and can confirm that a new Creative Cloud Photography plan (1 TB) subscription was recently started. Based on the subscription start date, you are still within the period where you can cancel the plan and receive a full refund.

     

    You can review and manage your subscription here: https://account.adobe.com/plans.

     

    For step-by-step instructions on canceling a subscription, please see: https://helpx.adobe.com/manage-account/using/cancel-subscription.html.

     

    If you did not intend to proceed with the purchase, I would recommend you review the subscription details in your Adobe account and cancel as soon as possible to ensure you remain eligible for a refund under the applicable cancellation terms.

     

    Please update this public discussion thread if you have any additional questions, ​@Snowy2186347494sw.

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      Snowy2186347494swAuthor
      Participant
      Aug 21, 2026 4:14 PM UTC

      Thank you, I switched to 20GB plan, saved a bit money, cheers :)

      Translate
      Jeff_A_Wright
      Community Manager
      Jeff_A_WrightCommunity Manager
      Community Manager
      Aug 21, 2026 4:25 PM UTC

      Saving money is always a good thing! Thanks for the update, ​@Snowy2186347494sw!

      Translate
      John T Smith
      Community Expert
      John T SmithCommunity Expert
      Community Expert
      Aug 21, 2026 3:44 PM UTC

      This is a public forum, not Adobe support… other users can’t help

      To Cancel https://helpx.adobe.com/manage-account/using/cancel-subscription.html

      -be sure to keep the verification email you will receive when you cancel
      Log in and go here to check your account to determine your status https://account.adobe.com

       

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