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L
Liam28553920rbd9
Participant
February 23, 2023
Question

Issue with billing

  • February 23, 2023
  • 3 replies
  • 997 views

Hi, 

I checked my bank statemnet and we are being charge €25 per month for photoshop. 

I never signed up to this product.

I went to cancel the subscription and it states i must pay €135 cancel fee. 

I tried to contact adobe but they do ngive email/live chat details. The irish number i called is invalid. 

I do not want to pay the camnelation fee as we never signed up for this product.

We are accountants and would have no use for photoshop. 

I would like to camcel product without paying €135 cancellation fee. 

This topic has been closed for replies.

3 replies

kglad
Community Expert
kgladCommunity Expert
Community Expert
February 23, 2023

@Liam28553920rbd9 

 

if you never opened an adobe account and never started an adobe trial (that always rolls into an automatic subscription), contact your credit card issuer about suspected fraud.  otherwise, contact adobe support.

 

@Rashmi27002770wxve shows how to use chat to contact, and there are 2 other ways to contact adobe; phone 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.

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

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

R
Community Manager
Rashmi27002770wxveCommunity Manager
Community Manager
February 23, 2023

Hi there,

 

Thank you for writingt to us.Happy to help!

 

We have checked your account and we see that you have an active Photoshop subscription under the email address associated with the community hence, you are being billed for the same.

 

Please log in to the Adobe account and you should be able to see all the active plans.

https://account.adobe.com/

 

Also, please read the article to learn about cancellation terms for your subscription.

https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html#cancel

 

Since, this is a community forum, we would request you to contact our Customer Support team and express your concern regarding the cancellation fee and you will get all the help you require in order to resolve the issue.

 

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

 

If you are not able to get to the chat window, then disable your adblockers, firewall, enable cookies/scripts on your browser. If it still fails then change your browser/machine/network.

 

Please do not share any personal/confidential information like email ID, bank details, etc here. This is a public forum.

 

Hope the information was helpful to you. Please let me know if you have any further questions.

 

Sincerely,

Rashmi Swain

    L
    Liam28553920rbd9Author
    Participant
    February 23, 2023

    Can you let me know how to contact customer support directly.

    I tried to call adobe Ireland but the number is invalid. I do not have a  twitter account.

    I looked online for an adobe email address and it does not exist.

    I went into live chat on your website and there was no live chat option, only suggested queries.  

    I spent abut 1 hour trying to contact adobe and this appears to be the only way.

     

    Can you please provide an email address/phone number that I can contact customer support?

    I can provide my email address to you if that helps?

    Below is the top review of adobe Ireland, which mirrors my issue of being unable to contact you and monies being taken for services I do not use/was not aware of.

    'I too have had money withdrawn by adobe for over a year with no service for it. I cannot contact adobe in any way to rectify this. Can anyone offer any clues as to what is happening'

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    February 23, 2023

    @Liam28553920rbd9 

     

    to use live chat, you have to use a compliant browser.  eg, try using a mobile browser.

     

    i'm not in ireland but am pretty sure there is phone service to adobe from ireland during office hours:

     

    Ireland 01-242-1552 Monday—Friday, 9am—5pm UKT English
      Chuck Uebele
      Community Expert
      Chuck UebeleCommunity Expert
      Community Expert
      February 23, 2023

      Moved to the Account, Payment, and Plan forum, from the Photoshop forum.

        L
        Liam28553920rbd9Author
        Participant
        February 23, 2023

        I am not familiar with forums. I tried to email adobe, call them, live chat them etc and i was unable to. I do not know how to use adobe forum and therefore i am unable to move to the forum you suggested. I will happily provide my email for communication purposes.

         

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        February 23, 2023

        @Liam28553920rbd9 

         

        your post has already been moved to the correct forum.  the 3 ways to contact adobe (which do not include email) have been explained in detail.  ie, read all the responses to your post.

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