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george_8623
Participant
July 14, 2025
Answered

Customer Service Request - Cancellation

  • July 14, 2025
  • 1 reply
  • 389 views

Hello, 

 

I putchased a standard Acrobat Standard Membership found that this did not allow me to do what i needed so then purchased a Acrobat Pro Membership thinking that this would cancel my subscription to standard which it did not. I've noticed I'm now essentially being double charged each month. 

 

I no longer have a need for either product and would like to cancel but am being told I need to pay a cancellation fee if I cancel before one year. Given this I would be happy to continue with the Acrobat Pro Membership but cant believe this would mean I have to pay a cancelation fee on the Acrobat Standard Membership! 

 

I would like to be able to speak with a customer services representative to find a solution here otherwise I will just cancel both subscriptions and I can't say I would be inclined to use Adobe products again. 

 

Does anyone have any advice?

 

Thank you!

    Correct answer Jeffrey_A_Wright

    @george_8623 I am sorry for any confusion you encountered while subscribing to Acrobat. The process for changing a subscription can be found at https://helpx.adobe.com/manage-account/using/change-plan.html. Subscribing to both Acrobat Standard and Professional on the same account is possible, but you would not gain much value from the additional subscription.

     

    I do see that you have been actively using your Acrobat subscription. You can find information on the cancellation and refund process at https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html. Since you did purchase an additional subscription, you will want to click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to speak with a member of our support team to request a refund for Acrobat Standard, George. You will need to explain your situation and that you intended to change your plan to Acrobat Professional and not purchase an additional plan.

     

    You are currently posting in a public discussion forum, George, so no action will be taken, including canceling your plans or providing a refund. As previously discussed, you will need to contact us directly to request a refund for your additional subscription.

    1 reply

    Shivangi_Gupta
    Community Manager
    Shivangi_GuptaCommunity Manager
    Community Manager
    July 14, 2025

    Hi George,

    We appreciate you sharing your experience with us. Purchasing a new plan does not change the original plan. It is always advised to change the plan following the steps here: https://adobe.ly/4nRnWVC

    In a situation like this, you may need to cancel the existing plan and continue with the Acrobat Pro plan following the steps here: https://adobe.ly/4kEc6vc

    Let us know if you have any additional questions.

    ^Shivangi

      G
      george_8623Author
      Participant
      July 14, 2025

      Thanks for your response. 

       

      I was prompted to buy the additional Pro package during my use of the standard package so it seems somewhat predatory to add additional packages (Pro) which essentially removes the need for the standard package whilst (a) still charging for the standard package and (b) requiring a cancellation penalty to stop paying for the standard package.

       

      When I follow the link you provided this still requires me to pay the cancellation fee. Is there anything you can do to waive this given the current situation?

       

      Kind regards, 

      George

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      July 14, 2025

      @Shivangi_Gupta 

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