Participant

Answered

I am trying to cancel an unused subscription, but the system is blocking me with a payment error. Please cancel this plan on your end and waive any past due balances or early termination fees.

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Adobe keeps on charging me despite canceling all my subscriptions , may you please help me with cancelation on you end?

acrobat

Jeff_A_WrightCorrect answer

Community Manager

Thanks for posting to this public discussion forum, @Lethokuhle.

I am sorry you did not find more value in using our services. I can confirm that your account is past due. Please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to speak with a member of our team who can help you manage your commitment.

I don’t see any records of any previous attempts to reach us, @Lethokuhle, so please use a different device if you are redirected to this public discussion forum.

For more information on the cancellation and refund process, see https://helpx.adobe.com/account/individual/terms-policies-and-regulations/adobe-subscription-terms.html.

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

A

ais46141428

Participant

Я хочу отменить подписку, но система выдает ошибку платежа и не дает этого сделать. Пожалуйста, отмените мою подписку вручную.

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Peru Bob

Community Expert

@ais46141428

You need to have a valid form of payment before you can cancel a subscription and get a refund. Nobody here can cancel for you.

https://helpx.adobe.com/account/individual/billing-and-payments/payment-methods/update-payment-information.html

If properly cancelled, refunds are issued within 14 days.

See here:

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

and here:

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

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AkanshaAshra

Community Manager

Hi ais46141428

We understand your concern. We checked your account and can see that your Adobe Acrobat Pro subscription is still active, with an outstanding payment for this month.

If you’d like to cancel the subscription, you’ll need to clear the outstanding payment first. You can also check the articles shared below by our community expert @Peru Bob for guidance.

We hope this helps. Please let us know if you have any questions.
^Akansha

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responsible_daydream200e

Participant

I'm having the same problem with the Creative Cloud Argentina payment error.

I signed up for the student subscription on August 26th. The payment for October was supposed to be made yesterday, September 26th. But it wasn't processed. I went to the platform and it says "billing issue," I tried changing the card to see if that would fix it, but it won't let me update it with either Visa or Mastercard. Because of this, I've been talking to 4 virtual assistants since yesterday and haven't gotten my problem resolved. I tried posting a question in the community, but the tab just shows "looking for suggestions" for 10 minutes, and when I refresh the page, the question and message disappear. I thought maybe my plan had increased due to country pricing or some other reason from one month to the next, so I deposited almost 50% more than the amount into my account, but it still wasn't charged.

I can't cancel this account without updating the payment method, and I can't update the payment method because they block any card I try to use. Last month's payment went through fine.

This has become a real hassle. I only use InDesign from Creative Cloud for school, and the plan was supposed to run until February 2027. But now I want to cancel.

How should I proceed from here? I have all the screenshots of my attempts, I have the email I received on August 26th confirming the purchase and the plan, and I also have the charge on my card. Who should I send this to? I'm using this reply thread because I don't know where else to look for help.

Thank you in advance,

Ana.

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kglad

Community Expert

@responsible_daydream200e

try using a mobile phone's updated non-opera browser with wifi disabled to change your payment.

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Dreamy_Raindrop1e1d

Participant

I cancelled my subscription from 10 july, but you still charging me and i can’t do nothing

please help me

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LethokuhleAuthor

Participant

Still when I click the link it just takes me to the sane page. When I click ''manage account ", the only thing they shows is the screenshot I've attached. There are no other options available, and it doesn't let me actually cancel. Hence I was asking can't you do it on your side rather? Here my email : <Removed by Moderator>

Thanks

Lethokuhle Madotyeni

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Jeff_A_Wright

Community Manager

I appreciate the update, @Lethokuhle but please be careful. This is a public discussion forum and is visible to anyone with internet access. I edited your post, and no action will be taken on your account from this public forum.

You will need to contact us on a secure channel by clicking on https://helpx.adobe.com/contact.html?rghtup=autoOpen. I still see no attempts to ever reach us, so use a different device for your next attempt. You can contact us at https://helpx.adobe.com/contact.html?rghtup=autoOpen using a smartphone or tablet.

I know this is frustrating, @Lethokuhle, but account security must be maintained. If a school or an organization manages the devices or network you are using, then you will need their help to reach us at https://helpx.adobe.com/contact.html?rghtup=autoOpen.

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Jeff_A_Wright

Correct answer

Community Manager

Thanks for posting to this public discussion forum, @Lethokuhle.

I am sorry you did not find more value in using our services. I can confirm that your account is past due. Please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to speak with a member of our team who can help you manage your commitment.

I don’t see any records of any previous attempts to reach us, @Lethokuhle, so please use a different device if you are redirected to this public discussion forum.

For more information on the cancellation and refund process, see https://helpx.adobe.com/account/individual/terms-policies-and-regulations/adobe-subscription-terms.html.

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

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kglad

Community Expert

you must fix that error first, https://helpx.adobe.com/manage-account/kb/fix-failed-missed-payment.html

then 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", you probably have a payment error that you need to repair before cancellation is allowed, https://helpx.adobe.com/manage-account/kb/fix-failed-missed-payment.html

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Я хочу отменить подписку, но система выдает ошибку платежа и не дает этого сделать. Пожалуйста, отмените мою подписку вручную.

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