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Participant
September 30, 2023
Question

Incorrect charges

  • September 30, 2023
  • 2 replies
  • 277 views

I tried for premium version of lightroom app on September/18, and I received a message that I had 7 days free to test it. I canceled the premium version on September/24, before the expired date, but when I check my credit card bill I noted that I'm charged for the annual plan.

I would like to request the cancelation of this charge urgently, because it is incorect. 

This topic has been closed for replies.

2 replies

kglad
Community Expert
Community Expert
October 1, 2023

no one here can cancel for you.  you must cancel yourself.

 

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:

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:
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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

jane-e
Community Expert
Community Expert
October 1, 2023

He's already cancelled the plan, Keith. He wants a refund of the charges, which I already told him how to do.

kglad
Community Expert
Community Expert
October 1, 2023

@jane-e,

 

i think he should check his adobe account (following the how to link) to confirm he's canceled an adobe subscription.  because of the screenshots, it may be that the user has a mobile subscription.

 

and they may have an adobe subscription but failed to cancel it.  or they may have successfully canceled and their refund is being processed.

 

all those can be determined by checking https://account.adobe.com

dj_paige
Legend
October 1, 2023

We can't help with billing problems here in this forum, you will have to contact Adobe directly.

jane-e
Community Expert
Community Expert
October 1, 2023

@Eduardo3263436041ko 


You will need to contact Adobe Customer Care directly to assist with billing. There are two ways:

Try the link to auto-open the Chat:
https://helpx.adobe.com/contact.html?rghtup=autoOpen  
Type "agent"

If your browser blocks the Chat window, try the troubleshooting tips here:
https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703  

You can also send a post through X (formerly Twitter) to @AdobeCare.

Do not reply to PMs, which are likely to be scammers.

Jane