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How can I turn off auto-renew for Captivate?

Forum|Forum|1 year ago
August 17, 2024
3 replies
494 views

Hello. A few months ago I signed up for Adobe Captivate. Unfortunately, I have found it to be deeply flawed, so I will use another application going forward. The problem is that there is no option to turn off auto-renew; I can "cancel early" in which I'm charged basically half the entire year's cost, so that's not the option I'm looking for. I only want to ensure this does not renew. I don't want to have to login on the exact date and time to cancel the service, especially since I won't be using it, so I can very easily forget to cancel on that exact day and time. I would hope that (forced renewal) is not Adobe's objective with this approach. Can someone tell me how to ensure this service does not auto-renew? Thank you.

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Correct answer kglad

there's no such option for any subscription.

set a reminder ~1week prior to your renewal date and cancel. make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support.

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

Abambo

Community Expert

You will need to cancel in the last month of the subscription. However, if you do not use the application, it will be cheaper to cancel now and to pay the early termination fee, which is half of the remaining due.

ABAMBO | Hard- and Software Engineer | Photographer

kglad

Correct answer

Community Expert

there's no such option for any subscription.

set a reminder ~1week prior to your renewal date and cancel. make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support.

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

John T Smith

Community Expert

You MUST cancel yourself, or the subscription WILL auto-renew... and you need to cancel BEFORE the renewal happens

Do whatever you need to do to, to remind yourself go to your account at lease a week before your date to cancel

S

stevee67090505Author

Participant

Wow, that's lame Adobe. That desperate for cash? Shameful...

Thanks for the heads up, John. I'm disappointed (and kinda shocked) by the answer, but I appreciate the clarity.

The problem is they won't even let you buy it outright, you have to pay a sub, which is clearly done so you can forget about it. There is no other explanation for a set-up like that. It makes no sense logistcially (unless they want customers to forget) and I've personally never encountered that approach elsewhere from competing companies.

If anyone comes across this with a similar issue- if you used credit, just alert the card company (in advance) you won't authorize the payment. Also, this could be viewed as deceptive business practices, depending on where you live. I'm contacting the FTC and BBB cuz this sort of thing is ridiculous. If others have this issue, I suggest you do the same. At least then there is a record that you clearly do not want the product any further. Consumers can't let this sort of nonsense become commonplace.

*"I don't want your service anymore."

*"OK, tell me in a year. You better remember though, otherwise I'm gonna keep giving it to you whether you like it or not!"

What does that sound like?

This link has been documented. I guess when everyone says Adobe has fallen off, they're right.

Abambo

Community Expert

Adobe could indeed introduce a "stop renewal" option, to allow users to cancel at the end of the subscription period.

ABAMBO | Hard- and Software Engineer | Photographer

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