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Polly008
Participant
January 1, 2025
Question

Need Help Canceling Subscription – No Access to Linked Account

  • January 1, 2025
  • 1 reply
  • 572 views

Hello, I’m facing a frustrating issue and need urgent help!

I created a Microsoft Outlook account solely to sign in to Adobe and used it for a Firefly subscription. After the trial ended, I was charged $11.19 for the subscription. Unfortunately, I can no longer access the linked Outlook account because the password doesn’t work, and Microsoft’s recovery process requires information I cannot provide (e.g., sent emails, which don’t exist as I never sent anything from this account). And microsoft cannot recover my email without this information

This has left me unable to log in to my Adobe account to cancel the subscription or delete the account. And I cannot even contact the support because you need to have an active plan and to be signed in to your account in order to be able to talk to human support! 

I need assistance from Adobe to:

  1. Cancel the subscription immediately.
  2. Delete the account linked to this inaccessible Outlook email.
  3. Process a refund for the $11.19 charged two days ago, as I cannot use the service.

Please help me resolve this issue!

    1 reply

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    January 1, 2025

    You need to ask program questions in the forum for the program you are using
    To ask in the forum for your program please start at https://community.adobe.com/
    Moving from Using the Community (which is about the forums) to the Account forum

     

    Use X (aka Twitter) tweet @AdobeCare
    .
    Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
    -click for more information about scammers https://tinyurl.com/10791730

    Jeffrey_A_Wright
    Jeffrey_A_Wright
    Legend
    January 1, 2025

    Polly, I am sorry. If you are unable to complete the steps in https://adobe.ly/3C3pWGZ to regain access to your account, then you will need to chat directly with a member of our support team for additional assistance.

     

    Please be prepared to verify the information on file for the account you are trying to have the subscription canceled on. You can chat with a support team member in a secure environment by clicking on https://adobe.ly/3ZRnhYY. If the chat window fails to open or you are unable to reach a human, then use a different device or web browser to contact us. ^JW

    P
    Polly008Author
    Participant
    January 2, 2025

    Hey! Of course I already tried contacting the support. But there is no human support, just a virtual assistance. As I mentioned earlier, it says I need to be signed in to the account with an active plan. The only account with an active plan right now is the one I lost access to. And the virtual assistant can't help me with this issue, it only knows the basic stuff. That's why I'm posting to community, because I'm unable to contact the human support (this also concerns the link you sent me, when I press it- the window with a virtual assistant opens)

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