Complaint - dual accounts charge to cancel

Forum|Forum|3 months ago
October 13, 2025
2 replies
100 views

I have access to a University student subscription and due to some confusion I have an Adobe pro account which I therefore do not need. I accept that for over a year I have paid on both accounts however now I have come to be more organised to cancel I find there is a near £70 cancellation fee. Can Adobe customer service please tell me how to cancel without this charge as it is wholly unfair knowing that the same email appears on both accounts.

Jeffrey_A_Wright

Community Manager

Thanks for posting about your recent subscription commitments to this public discussion forum. @kind_writer2160 . You did not use your school's email account to create your subscription or post. I do show that you have been using the services that you have subscribed to recently, and that you currently owe us money for services rendered, @kind_writer2160 .

Please see https://helpx.adobe.com/manage-account/kb/fix-failed-missed-payment.html for information on how to correct your account. Once the account is corrected you can use the self-cancel process listed at https://helpx.adobe.com/manage-account/using/cancel-subscription.html to cancel your commitment to Adobe if your school is also offering you similar services. I would recommend you verify that you can use the services provided by your school before canceling, @kind_writer2160 as you have been using the subscription you started through Adobe, and not your school, this month.

K

kind_writer2160Author

Participant

Yes, I can use their services for a smaller fee. I have only been using the fully paid service due to my confusion with the method to pay for the university account. Are you saying that the £70 fee is applicable even though you are aware of both accounts?

S

Shivangi_Gupta

Community Manager

Thanks for reaching out, @kind_writer2160.

We currently don’t have access to your school’s account. We're only able to view the details associated with the email address you've used to post this thread.

If you’ve been paying for both subscriptions during the same time period, I recommend contacting our support team directly via this link: https://adobe.ly/4nQqZwT

They’ll be best equipped to look into your account details and provide a resolution.

Let us know if you have any additional questions.

^Shivangi