My Adobe account service plans will not show up. This wasn’t the case last time I extended my free trial. For context, I signed up about 2 weeks ago for a free trial, and then on the day it was going to expire, I saw that it can be extended for another 1 week, so I chose that option. Then today, as I am about to cancel my extended trial, my plans conveniently will not show up. Here is everything I have tried:cleared my browser cookies and cache signed out and signed back in again tried using Safari browser (instead of Chrome) tried it on my phone tried to remove my credit card information so that payment will not go through, but apparently there is not option at all to remove your card information. I can only edit the card details (it will detect if there is a wrong digit or cvv) or replace it with a new payment method. No option to remove at all. tried to look for a way to contact live support here: https://helpx.adobe.com/ph_en/contact.html and saw a “Start now” link at the bottom under a heading “Contact us”, but it just brings me to this exact same page.This is frustrating. I signed up for a free trial to try out Adobe Photoshop. I had a good time and even considered subscribing for real in the future since the prices looked decent after all. But then this happens, with zero options to remove your card details or any clear information on how to contact a Real person live when I do not even reside in America. It doesn’t entice me to stick with Adobe at all. Please share your guidance on how to fix this. And I hope Adobe will refund me when my card finally gets charged because of course I can’t cancel my free trial now.

Participant

Answered

My service Plans do not show up!

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My Adobe account service plans will not show up. This wasn’t the case last time I extended my free trial. For context, I signed up about 2 weeks ago for a free trial, and then on the day it was going to expire, I saw that it can be extended for another 1 week, so I chose that option. Then today, as I am about to cancel my extended trial, my plans conveniently will not show up.

Here is everything I have tried:

cleared my browser cookies and cache
signed out and signed back in again
tried using Safari browser (instead of Chrome)
tried it on my phone
tried to remove my credit card information so that payment will not go through, but apparently there is not option at all to remove your card information. I can only edit the card details (it will detect if there is a wrong digit or cvv) or replace it with a new payment method. No option to remove at all.
tried to look for a way to contact live support here: https://helpx.adobe.com/ph_en/contact.html and saw a “Start now” link at the bottom under a heading “Contact us”, but it just brings me to this exact same page.

This is frustrating. I signed up for a free trial to try out Adobe Photoshop. I had a good time and even considered subscribing for real in the future since the prices looked decent after all. But then this happens, with zero options to remove your card details or any clear information on how to contact a Real person live when I do not even reside in America. It doesn’t entice me to stick with Adobe at all.

Please share your guidance on how to fix this. And I hope Adobe will refund me when my card finally gets charged because of course I can’t cancel my free trial now.

M

Manan JoshiCorrect answer

Community Expert

If you can’t self cancel it you will have to get it cancelled by Adobe Support team. You will get the chat option on their website. Look for the chat icon on the bottom right https://helpx.adobe.com/au/contact.html

For refund rules see https://helpx.adobe.com/account/individual/terms-policies-and-regulations/adobe-subscription-terms.html

-Manan

fkapoko

Participant

@cldineros thank you for the link and instructions. Yes I just followed them and was able to cancel via the chat, just like you described. Thanks again.

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kglad

Community Expert

@fkapoko

after cancelling check your account ( https://account.adobe.com ) to confirm everything is cancelled.

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fkapoko

Participant

Might be a known issue. They have an open issue on their status page thats feels like what we are experiencing: https://status.adobe.com/

I just hope they wont charge us if we go pass our subscription period

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kglad

Community Expert

@fkapoko

that’s experience cloud with the outage, not creative cloud.

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fkapoko

Participant

I have the exact same problem, I have tried every step you mentioned myself but still not able to see anything under plans.

Is there a glitch with their system? My trial ends soon and I am afraid I will get charged

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kglad

Community Expert

@fkapoko

did you try using a mobile phone's updated non-opera browser with wifi disabled?

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kglad

Community Expert

try using a mobile phone's updated non-opera browser with wifi disabled to view your account.

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C

cldinerosAuthor

Participant

I only use non-opera browsers on my phone, but wanted to ask how would the page load with wifi disabled? Are you saying to use mobile data instead?

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kanikas28368183

Community Manager

Hi Cldineros, I can see that the same Adobe account you've used here also shows a Photoshop trial purchased today. You're all set. Go ahead and download the Creative Cloud app and start using the trial. Let us know if anything comes up while you're getting started. Use this link for download:https://adobe.ly/4wsi3BS

Thanks
^KS

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M

Manan Joshi

Correct answer

Community Expert

If you can’t self cancel it you will have to get it cancelled by Adobe Support team. You will get the chat option on their website. Look for the chat icon on the bottom right https://helpx.adobe.com/au/contact.html

For refund rules see https://helpx.adobe.com/account/individual/terms-policies-and-regulations/adobe-subscription-terms.html

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-Manan

C

cldinerosAuthor

Participant

Surprisingly, the chat icon in the lower right appeared for me when I clicked the first link in your message. But thank you! Chatting with the Virtual Assistant helped. It was able to give me a direct link to cancel my free plan.

Thanks a lot!

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