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bella_0514
Participating Frequently
November 30, 2024
Question

issues with contacting support

  • November 30, 2024
  • 5 replies
  • 720 views

Sorry if this is the wrong place to post this, I haven't used the community forums before.

 

I recently received a bank statement saying that i was charged for an adobe subscription, however i have no active subscriptions on either of my accounts (I have two with different emails). The statement didn't specify the email or account, and I've tried using the chat function but to no avail. I also can't find any customer support email or phone number. 

 

Has anyone else had this issue? Does anyone have a potential soultion?
Thanks

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5 replies

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bella_0514Author
Participating Frequently
December 2, 2024

The Adobe admins lied. They said they couldn't cancel my subscription because I couldn't get into my account without verification. Then they told me they could cancel my subscription without getting into my account, but I would have to pay a 50% cancellation fee. Then after I mentioned cancelling my card, they said they could waive the fee for me.

 

I ended up cancelling my card. Adobe is a criminal company and they're being sued by the FTC for being a scummy behaviour. The community forums and contact support networks are just as useless as their products. 

 

To anyone having the same problem who might see this thread; the correct sollution is cancelling your card. Hope this helps ♡

kglad
Community Expert
kgladCommunity Expert
Community Expert
December 3, 2024

caution, that does not eliminate the problem.

kglad
Community Expert
kgladCommunity Expert
Community Expert
November 30, 2024

if you suspect fraudulent use of your credit card, contact the card issuer.

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bella_0514Author
Participating Frequently
December 1, 2024

This doesn't seem to be the case, but in the unlikely situation it is then I will do so.

kglad
Community Expert
kgladCommunity Expert
Community Expert
December 1, 2024

what trouble are you having with chat?  

AxelMatt
Community Expert
AxelMattCommunity Expert
Community Expert
November 30, 2024

Moved to the appropriate Account, Paymant & Plan forum

 

My System: Intel i7-8700K - 64GB RAM - NVidia Geforce RTX 3060 - Windows 11 Pro 25H2 -- LR-Classic 15 - Photoshop 27 - Nik Collection 8 - PureRAW 5 - Topaz Photo
jane-e
Community Expert
jane-eCommunity Expert
Community Expert
November 30, 2024
quote

I've tried using the chat function but to no avail. I also can't find any customer support email or phone number. 

By @bella_0514

 

 

Adobe does not have email or phone support. They have Chat and X (Twitter).

 

What happens when you try to use Chat?

 


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

As Pixxel said, PMs are likely to be from scammers.

 

Jane

 

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bella_0514Author
Participating Frequently
December 1, 2024

Thank you for replying, I'm currently trying to contact an agent over X, but is that fails I will try the chat again.

    B
    bella_0514Author
    Participating Frequently
    December 1, 2024

    After reaching out on twitter I was told by a human agent that my card was linked to my school adobe account, and that none of my personal emails have or had an active plan/were not linked to my card in anyway. 

    However after checking my school account I realised this could not be true, as my school pays for an enterprise plan, and there was no history of billing/invoicing in the invoicing history. There was also no card or bank details attached to this account. Other people from my school with the same school accounts aren't having this issue.

    The agent stated that this is the only account with my card linked. It seems like something sketchy is going on with adobe to be honest. If they dont resolve this, I will just contact my bank and either have them deal with it or cancel my card.

    pixxxelschubser
    Community Expert
    pixxxelschubserCommunity Expert
    Community Expert
    November 30, 2024

    Photoshop Ecosystem is not the appropriate forum for invoice questions. You will probably have to go via the chat.

     

    You may find similar questions or advice in this Adobe community: https://community.adobe.com/t5/account-payment-plan/ct-p/ct-account-payment-and-plan?page=1&sort=latest_replies&filter=all&lang=all&tabid=discussions

     

    Note : Please do not respond to anyone that contacts you via this forum's Private Message system and asks for account details. Scammers are known to do that posing as employees.

     

     

      B
      bella_0514Author
      Participating Frequently
      December 1, 2024
      Thank you for the reply and heads up about the scammers, and apologies for using the wrong forum. It seems that this is a widespread issue among adobe users who cancel their subscriptions/have free accounts.
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