No Plan but being charged with an email I dont recognise

Forum|Forum|5 hours ago
July 6, 2026
2 replies
18 views

I have just used the plan identifier and discovered that I am being charged for a plan that does not belong to me, as the email associated with it is not mine. I suspect that I have been charged for this incorrect plan from 10/25/2015 to 06/24/2016. How can we rectify this issue, since I cannot cancel it because it is not under my account? The invoice number is BL3496940383.

Jeff_A_Wright

Community Manager

Thank you for posting to this public discussion forum, @dazmlp66.

I am sorry for any confusion you have encountered. I am showing that you have two active subscriptions, @dazmlp66 and one of them has been active for several years.

I see that you have started the self-cancel process listed at https://helpx.adobe.com/account/individual/subscriptions-and-plans/renewals-and-cancellations/cancel-adobe-subscription.html for the AI assistant. You will want to complete the process if you are no longer finding value in our services, @dazmlp66.

For more information about the cancellation and refund process, see https://helpx.adobe.com/account/individual/terms-policies-and-regulations/adobe-subscription-terms.html.

Please update this public discussion thread, if you have any additional questions, @dazmlp66.

D

dazmlp66Author

Participant

Hello Jeff,

I only have Acrobat Pro and canceled my AI subscription a few weeks ago. However, I am still being charged for a plan that isn’t mine, associated with an email address that isn’t mine either. I believe someone has been using my credit card, which I have now canceled.

I have only two email addresses linked to my Adobe products, and neither ends in @yahoo.com. I need any account or plan using my credit card to be closed and canceled. This issue has been ongoing for eight months and has cost me a significant amount of money.

I have disputed the payments with my credit agency and requested that my card be stopped and replaced.

Thank you for your assistance in resolving this matter.

Best regards,

Jeff_A_Wright

Community Manager

I appreciate the update, @dazmlp66.

Please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to speak with a member of our team who can help you complete the cancellation process for AI assistant. You are still being charged, @dazmlp66, because the cancellation was not completed.

I don’t see any records of any attempts to ever reach us, @dazmlp66, so use a different device if you are unable to contact anyone at https://helpx.adobe.com/contact.html?rghtup=autoOpen or are redirected to this public discussion forum.