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Tymoteusz0D45
Participating Frequently
September 4, 2026
Answered

Illegal use of payment method?

  • September 4, 2026
  • 9 replies
  • 46 views

Hi,

 

So my case is - I used my card for me ex’s account (we were together back then). We broke up and my account was still charged for her plan. I reached out to Adobe as she was away and unreachable at that time but they said they can;t do anything about it - strange… But ok - I accept - my mistake - should not have used my card for somoene elses account. But to be unable to delete it from there even though I am clearly an owner of the card? Anyway…

Fast forward around 3 months → my ex removed my card from her account and added hers. 3 days ago I was charged for her billing once again EVEN THOUGH my card is no longer attached to that account. The support chat confirmed that the billing came from that account. My ex sent me screenshots confirming that my card is no longer conncted to her account. 

I feel like this is deeply illegal… Could someone please assist me as to what I can do about it? 

Adobe support chat means being redirected to next and next specialist until it takes so long that the chat automatically ends. 

Thanks in advance,

Tim

    Correct answer Jeff_A_Wright

    Thanks for the update, ​@Tymoteusz0D45 and I am sorry you have been unable to reach us to resolve your concern.

     

    I can confirm there are no records of any of your attempts to reach us in September, ​@Tymoteusz0D45. The last time you contacted us successfully was in May.

     

    The device or network you are using ​@Tymoteusz0D45 appears to be blocked from contacting us. Please use a different device to reach us at  https://helpx.adobe.com/contact.html?rghtup=autoOpen 

     

    The experience works on smartphones and tablets, ​@Tymoteusz0D45 but won’t work if you are on a managed network or a restricted device.

    9 replies

    Tymoteusz0D45Author
    Participating Frequently
    September 11, 2026

    ​@kglad - I did - twice. The chat is impossible - first person totally disappeared after welcoming be. Second try I got transferred twice and during thesecond trasfrer noone picked up the chat in time so it ended automatically. 

    Anyway - case is closed - I got called by ADobe support this week and solved the issue. 

    Unfortunately I have to say that besides the phone call - Adobe support is one of the worst ever. Sad. 

    Jeff_A_Wright
    Community Manager
    Jeff_A_WrightCommunity ManagerCorrect answer
    Community Manager
    September 11, 2026

    Thanks for the update, ​@Tymoteusz0D45 and I am sorry you have been unable to reach us to resolve your concern.

     

    I can confirm there are no records of any of your attempts to reach us in September, ​@Tymoteusz0D45. The last time you contacted us successfully was in May.

     

    The device or network you are using ​@Tymoteusz0D45 appears to be blocked from contacting us. Please use a different device to reach us at  https://helpx.adobe.com/contact.html?rghtup=autoOpen 

     

    The experience works on smartphones and tablets, ​@Tymoteusz0D45 but won’t work if you are on a managed network or a restricted device.

    Jeff_A_Wright
    Community Manager
    Jeff_A_WrightCommunity Manager
    Community Manager
    September 4, 2026

    Thanks for posting, Tim.

     

    I'm sorry to hear about the confusion around these charges.

     

    Based on what you've described, it sounds like there may be two separate things happening here. I can confirm that there is currently an active Photography plan associated with your own Adobe account, and that plan is billed on the 26th of each month. The most recent charge for that subscription occurred on August 26th.

     

    Before assuming the recent charge came from your ex's account, could you confirm whether the charge you're asking about is different from the August 26 Photography plan renewal on your own account?

    A few details that would help clarify the situation:

    • Was the charge made on August 26, or was it a different date?
    • Does the charge description on your bank statement match the charge from your Photography plan, or was it a separate transaction?
    • If there are multiple charges visible, how many charges are you seeing and on what dates?

    If there were an additional charge beyond your own Photography plan renewal, that would be important to investigate further. However, based on the information available so far, I'd first want to rule out whether the charge you're seeing is simply the regular renewal of your own active subscription.

     

    For your privacy and security, please don't post card numbers, account emails, or other personal information here in the public community.

     

    Let us know the date and amount of the charge you're concerned about, and we can help determine whether it's related to your own subscription or something else.

    Tymoteusz0D45Author
    Participating Frequently
    September 4, 2026

    Dear ​@Jeff_A_Wright,

    We’re way past that point.

    It’s all been confirmed by your support team - the charge is for a plan associated with my ex’s account. I’ve also confirmed that my card is not attached to that account anymore (for a while now) so my question stands - how is it that I got charged for her plan? 

    Just for your information:

    September 1st: 36,16 euro. 

    Jeff_A_Wright
    Community Manager
    Jeff_A_WrightCommunity Manager
    Community Manager
    September 4, 2026

    My apologies, ​@Tymoteusz0D45, but I do see an active subscription under the account you used to create this public discussion thread. The most recent charge occurred on August 26th, which differs from the date you posted.

     

    It appears that the last time you contacted us directly was on May 25, ​@Tymoteusz0D45. Please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to speak with a member of our team who can help you track down any unexpected charges.

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