Participating Frequently

Answered

I mistyped my email and a different account is being charged. How can I cancel my subscription?

18 replies
95 views
Translate

Dear Adobe,

i subscribed to a 7-day free trial 2 months ago and even though i cancelled my subscription before the 7 days were over i am still being charged 35 € every month.

There is the possibility that my card is being charged by another account as i misstyped my email when creating my account and you dont require any kind of email confermation to activate the trial.

Nevertheless please cancel any subscriptoins that are still open so that i do not get charged again this month. Furhtermore be so kind and refound the amount that was charged to my card over the last two months as I do not have any active subscription which i use or have been using that would authorize my card being charged.

With best regards,

an unhappy customer.

ShivangiGuptaCorrect answer

Community Manager

Thread Summary

A user subscribed to a 7-day free trial two months prior and reported cancelling the subscription before the trial period ended, but continued to be charged 35€ every month afterward. The user believed the charges may be occurring on a different, unintended Adobe account, since they had mistyped their email address when creating the account and no email confirmation had been required to activate the trial. The user requested cancellation of any open subscription to prevent further charges and a refund of the amounts already charged over the two months. The order was reported as placed directly through the Adobe website launched from within Adobe Acrobat Reader.

Suggestions shared by other participants

kglad (Community Expert) recommended using Adobe's "Identify your Adobe charge" tool to confirm which account and charge were involved.
Nancy O'Shea (Community Expert) noted that if the order had been placed through the Google or Apple app stores, the user would need to manage the subscription directly through that store instead of through Adobe.
Peru Bob (Community Expert) suggested the user verify directly in their Adobe account whether all subscriptions had actually been cancelled.

Suggested solutions by Adobe

Try recovering your account in case of mismatched or typo email.
Resolve Adobe account sign-in issues
Use Adobe's Charge Finder tool to identify exactly which account and plan the recurring charge belongs to before attempting cancellation.
Identify your Adobe charge
Once you've confirmed the correct account, review the cancellation and refund terms that apply to your specific plan type (monthly, annual prepaid, or annual paid monthly), since refund eligibility differs by plan.
Understand Adobe's subscription terms and refund policies
Follow the standard in-account steps to cancel your trial or subscription directly. For most plans, you're eligible for a full refund if you cancel within 14 days of your initial purchase — worth checking against your purchase date given the charges described.
Cancel your Adobe trial or subscription
If you're unable to complete the cancellation steps, you may have an outstanding payment issue that needs to be resolved first — update your payment method to clear it before cancellation is allowed.
Retry a failed or missed payment

^Shivangi

ShivangiGupta

Correct answer

Community Manager

Thread Summary

A user subscribed to a 7-day free trial two months prior and reported cancelling the subscription before the trial period ended, but continued to be charged 35€ every month afterward. The user believed the charges may be occurring on a different, unintended Adobe account, since they had mistyped their email address when creating the account and no email confirmation had been required to activate the trial. The user requested cancellation of any open subscription to prevent further charges and a refund of the amounts already charged over the two months. The order was reported as placed directly through the Adobe website launched from within Adobe Acrobat Reader.

Suggestions shared by other participants

kglad (Community Expert) recommended using Adobe's "Identify your Adobe charge" tool to confirm which account and charge were involved.
Nancy O'Shea (Community Expert) noted that if the order had been placed through the Google or Apple app stores, the user would need to manage the subscription directly through that store instead of through Adobe.
Peru Bob (Community Expert) suggested the user verify directly in their Adobe account whether all subscriptions had actually been cancelled.

Suggested solutions by Adobe

Try recovering your account in case of mismatched or typo email.
Resolve Adobe account sign-in issues
Use Adobe's Charge Finder tool to identify exactly which account and plan the recurring charge belongs to before attempting cancellation.
Identify your Adobe charge
Once you've confirmed the correct account, review the cancellation and refund terms that apply to your specific plan type (monthly, annual prepaid, or annual paid monthly), since refund eligibility differs by plan.
Understand Adobe's subscription terms and refund policies
Follow the standard in-account steps to cancel your trial or subscription directly. For most plans, you're eligible for a full refund if you cancel within 14 days of your initial purchase — worth checking against your purchase date given the charges described.
Cancel your Adobe trial or subscription
If you're unable to complete the cancellation steps, you may have an outstanding payment issue that needs to be resolved first — update your payment method to clear it before cancellation is allowed.
Retry a failed or missed payment

Translate

^Shivangi

ShivangiGupta

Community Manager

Hi @ChelBelJonn,

We are sorry for the trouble. Have you tried recovering your account following the steps listed here? https://helpx.adobe.com/in/account/individual/sign-in-and-security/security-and-recovery/cant-sign-in-to-adobe-account.html

Let us know.

^Shivangi

Translate

^Shivangi

C

ChelBelJonnAuthor

Participating Frequently

Yes I tried, but I did not use any telephone number to activate the subscription and so the account cannot be retrived. The one thing i used was my credit card. Can you see which other accounts are connected to the credit card I used for this account?

Best regards

Translate

kglad

Community Expert

@ChelBelJonn

again, use https://helpx.adobe.com/manage-account/kb/unknown-charge-on-bill.html

Translate

Nancy OShea

Community Expert

If the order was placed through Google or Apple stores, you’ll have to contact those vendors directly. Perhaps that’s where the confusion lies.

Translate

Nancy O'Shea— Product User & Community Expert

C

ChelBelJonnAuthor

Participating Frequently

The order was placed directly through the Adobe-Website which launches when using Adobe-Acrobat Reader.

Translate

kglad

Community Expert

@ChelBelJonn

no one can cancel for you. you must do it your self.

first, make sure you’re checking the correct account, https://helpx.adobe.com/manage-account/kb/unknown-charge-on-bill.html

then 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

Translate