Skip to main content
M
Maya225909738hi1
Participant
January 10, 2022
Question

I need support

  • January 10, 2022
  • 3 replies
  • 319 views

Guys there's a charge happening for months in my account that I've never purchased! Is there any phone number someone could share?! I've tried everything, nothing seems to work.

Please, help!!!

This topic has been closed for replies.

3 replies

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
January 11, 2022

Are there any other unauthorized charges on your credit/bank card?  If so contact your bank immediately.  Your account may have been compromised without your knowledge.  If that happened, Adobe can't help you.  You'll need to sign some legal papers at your bank to launch a fraud investigation with law enforcement and close the account to further charges.

 

If you did download a trial and neglect to cancel it, try using a different web device that accepts cookies and does NOT have script blockers.  Online chat is much quicker than phone support which is only available during certain hours, M-F.  Due to omicron, wait times for Adobe support may be longer than normal.

 

CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

 

Nancy O'Shea— Product User & Community Expert
    M
    Maya225909738hi1Author
    Participant
    January 11, 2022

    It was a one-time purchase, which means I don't have to cancel it, differently than a trial. 

    Thank you for the information. I need to figure it out quickly before it charges again. Before, I didn't even see that because I would never guess those charges would be happening. 

    I've paid the equivalent of 400,00 dollars by now. That's absurd.

    Anyway, I  appreciate your help!

     

    LinSims
    Community Expert
    LinSimsCommunity Expert
    Community Expert
    January 11, 2022

    There are only two products sold by Adobe that are one-time purchases: Photoshop Elements and Premiere Elements. If you got anything else, you got a subscription which is normally charged once a month for a year, with automatic roll-over unless you cancel the subscription.

     

    In any case, this is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

    Adobe provides support through the Chat function on the contact page or through a phone call. There is no email support.

    CHAT: Click the following to contact Adobe customer support staff for help:

    https://helpx.adobe.com/contact/support.html

    You must be signed in with your Adobe ID and allow cookies in your web browser for this to work. Disable any ad, pop-up, or script blockers.

    This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

    Click the chat icon at the bottom right of the page to open a chat session.

    If that doesn't work, try this link, which opens a chat window directly:

    https://helpx.adobe.com/contact.html?rghtup=autoOpen


    PHONE: You can also search this page for a regionally appropriate phone number for customer support.

    https://helpx.adobe.com/contact/phone.html

      Peru Bob
      Community Expert
      Peru BobCommunity Expert
      Community Expert
      January 10, 2022

      I've moved this from the Using the Community forum (which is the forum for issues using the forums) to the Account, Payment, & Plan forum.

        Peru Bob
        Community Expert
        Peru BobCommunity Expert
        Community Expert
        January 10, 2022

        Please go to Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
        https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
        Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

        You may also be able to contact Adobe by phone:
        https://helpx.adobe.com/contact/phone.html

          M
          Mayaaaaaaaa.
          Participant
          January 10, 2022

          Hi!

          Thank you for your help!

           I've already tried everything you mentioned! The online chat bar doesn't give me an option to send my messages, so I type and it gets stuck there forever, BIZARRE! 

          I'm in a call waiting for assistance for 3h and 30 min now. 
          The craziest part is that my account seems not to find a product... "no products found in your account" and I have a [edited by moderator] bank statement with charges for over 6 months! I'm so frustrated!

          Peru Bob
          Community Expert
          Peru BobCommunity Expert
          Community Expert
          January 10, 2022

          Did you have a trial that you didn't properly cancel when it ended?

          Terms & ConditionsAccessibility statement
          Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices