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Cheerful_partnerac81
Participant
September 11, 2026
Answered

Please help

  • September 11, 2026
  • 8 replies
  • 53 views

Hello,

Today I received an email about my failed payment to adobe, I started a free trial of an Adobe plan (“Annual plan, paid monthly”) and it ended yesterday. Unfortunately, I forgot to cancel the trial before it ended. After the trial expired, Adobe tried to charge my account, but the payment did not go through because there were not enough funds on my Gcash.

I was unaware that a charge would be made automatically after the free trial ended. Right now, I’m unable to cancel the plan from my account settings because it says I need an active subscription — but I would like to avoid the payment being processed or the subscription being activated.

I also haven’t used any Adobe products or services since the free trial ended. Could you please help me cancel this plan and make sure no charges are made to my account?
I understand there might be a cancellation fee for annual plans, but I would really like to avoid that if possible. I also understand there is a 14-day refund policy, so if the payment has already gone through, I would appreciate your help in getting a refund.

Thank you very much for your help and understanding.

 

    Correct answer ShivangiGupta

    Hi @Cheerful_partnerac81

    Welcome to Adobe community!
    I reviewed your account details and found that you have two subscriptions associated with your email address since 1 day.

    1. Adobe Acrobat Pro

    2. AI Assistant for Acrobat

    As @MananJoshi mentioned, it is mandatory to clear all pending dues before cancelling the plan. The good news is that Adobe offers full refund if the subscription is cancelled within first 14 days of purchase. I would recommend you to:


    Fix your pending dues: https://adobe.ly/3TleQG5

    Cancel your plan: https://adobe.ly/4yAVcVG

    Check for a confirmation email.

    Once the plan is cancelled, an automatic refund is initiated which gets processed to your bank account in next 12-14 days.


    I hope it helps.


    ^Shivangi

    8 replies

    Cheerful_partnerac81Author
    Participant
    September 13, 2026

    Hello again, I’ve already paid my balances and I believe it is still within the 14 day period, however I can’t seem to cancel both my subscriptions because the ‘confirm cancellation’ button is not clickable. Is it possible to request for them to cancel all of my subscriptions internally and ask for a refund? 

    ShivangiGupta
    Community Manager
    ShivangiGuptaCommunity ManagerCorrect answer
    Community Manager
    September 11, 2026

    Hi @Cheerful_partnerac81

    Welcome to Adobe community!
    I reviewed your account details and found that you have two subscriptions associated with your email address since 1 day.

    1. Adobe Acrobat Pro

    2. AI Assistant for Acrobat

    As @MananJoshi mentioned, it is mandatory to clear all pending dues before cancelling the plan. The good news is that Adobe offers full refund if the subscription is cancelled within first 14 days of purchase. I would recommend you to:


    Fix your pending dues: https://adobe.ly/3TleQG5

    Cancel your plan: https://adobe.ly/4yAVcVG

    Check for a confirmation email.

    Once the plan is cancelled, an automatic refund is initiated which gets processed to your bank account in next 12-14 days.


    I hope it helps.


    ^Shivangi

    ^Shivangi
    Cheerful_partnerac81Author
    Participant
    September 14, 2026

    Hello ​@ShivangiGupta,

    I am writing to request your assistance in canceling both of my Adobe subscriptions and refunding the payments I recently made.

    I have already paid the outstanding amounts on my account, and I am still within the 14-day period. However, I have been trying to cancel my subscriptions through my Adobe account, but I am unable to complete the cancellation.

    No matter how many times I try, I cannot proceed with “Confirm cancellation.” Instead, Adobe seems to prevents me from completing the cancellation and keeps directing me to change or modify my subscription. I do not want to change my plans or continue using the subscriptions.

    The payments I have made are:

    1. Acrobat AI Assistant Plus / Adobe Acrobat Pro: ₱314.72 (including VAT)

    2. Adobe plan – Annual plan, paid monthly: ₱1,261.12

    I would like to cancel both subscriptions and request a full refund of both payments. I have not intended to continue these subscriptions, and I am unable to cancel them myself because of the issue with Adobe's cancellation process.

    Since I am still within the applicable 14-day period, I kindly ask if you could manually cancel both subscriptions and process the refunds for the payments listed above.

    Please also confirm that both subscriptions have been successfully canceled and that there will be no further charges or payment attempts on my account.

    I would greatly appreciate your understanding and assistance with this matter.

    Thank you very much.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    September 14, 2026

    ​@Cheerful_partnerac81 

     

    no one can cancel for you.  you must do it yourself.

      Community Expert
      Manan JoshiCommunity Expert
      Community Expert
      September 11, 2026

      Payment issues need to be resolved for the cancellation to go through. If you get charged you will get a full refund if cancelled within 14 days of the purchase. See the following article for refund rules https://helpx.adobe.com/account/individual/terms-policies-and-regulations/adobe-subscription-terms.html

      -Manan
      Cheerful_partnerac81Author
      Participant
      September 11, 2026

      Is it not possible to cancel the subscription without getting charged? 

       

      Community Expert
      Manan JoshiCommunity Expert
      Community Expert
      September 11, 2026

      No as per the following article https://helpx.adobe.com/account/individual/subscriptions-and-plans/renewals-and-cancellations/cancel-adobe-subscription.html

      -Manan
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