Skip to main content
S
Susana26624326iie1
Inspiring
August 15, 2025
Answered

My adobe account information is wrong. Don't let me cancel without cancel fees

  • August 15, 2025
  • 1 reply
  • 516 views

My annual plan with monthly renewal started on August 16, 2024 and ends on August 16, 2025.

I know the promotional price would end and that's why I went to cancel my Adobe plan on August 12, 2025.

 

By cancelling the plan, the site made the offer to renew for €38.89. I accepted but the site gave an error. The message "the operation could not be performed. Try again." I kept trying and advanced until I activated the mbway app to authorise the payment of €38.89. Then an error message appeared and nothing changed in my Adobe account information. No money was charged on my bank account.

 

On August 13th I went to try again but the information that appears in my Adobe account is wrong. It appears as renewed until August 16, 2026 for €80.61 and no longer let me cancel free of charge.

 

This is an error from the Adobe website, I didn't renew it. If I had renewed the new payment date of my account, it would be August 12.

 

I'm still within the deadline to be able to cancel at no cost, it doesn't make sense to show the renewal date on August 16, 2026 and with the monthly amount of €80.61 if I didn't renew!

Correct answer Susana26624326iie1

I am sorry but I don't want any offer, I just want the information in my account to appear correct. It still appears as renewed until August 16, 2026 for €80.61 and don't let me cancel free of charge


The first answer I got in this forum was good, Jeffrey said and well that if I want to end the one-year subscription I committed to, I have to cancel today, August 15, 2025.

 

However, due to the Adobe error, my account information remains wrong, even after contacting technical support since August 12 to solve the problem.

I try to cancel my subscription and a 490€ fine appears to pay.

 

2 Adobe employees and 4 days later Adobe doesn't solve this problem and tries to charge me €490 for a mistake I didn't make.

 

I already have little hope that I can solve this but I want to leave a written record here 

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
August 15, 2025

@Jeff_A_Wright 

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
August 15, 2025

Susana, thanks for posting your questions about managing your subscription commitment to this public discussion forum. I am sorry for any problems you encountered with the self-cancel process. Do you wish to continue using your subscription or end the commitment? If you do wish to end your commitment, then please do so today to avoid being charged for the first month of your next year. I am showing that the next charge will be placed on your account within the next 24 hours.

 

You can find the instructions on the self-cancel process at https://adobe.ly/46T9aaJ and details on the cancellation process at https://adobe.ly/4fCXR8R. You have just completed your 12-month commitment, Susana. If you take no action, your subscription will automatically renew, and a new one-year commitment will be started. ^JW

S
Susana26624326iie1Author
Inspiring
August 15, 2025

Hello Jeffrey, thank you for your quick answer.

 

I would like to renew if I was offered the promotional price again as happened on August 12.

If the value remains at 80.61 I have no choice but to cancel my subscription since it is far out of what it is profitable for me to pay for the service.

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