Hi there - I am having the same issues - would anyone be able to help? Here is a summary of my situation: Hello Adobe Community,I’m hoping to get assistance from Adobe Support or a moderator who can escalate my case to the billing team, as I’ve been unable to reach support through chat.Account BackgroundI previously subscribed to Adobe Creative Cloud using two email addresses that I no longer have access to. The subscriptions remain active and are still being charged to my personal debit cards.Current IssuesI can’t log into the Adobe accounts because they’re tied to email addresses I no longer controlI can’t reset the passwords due to lack of email accessI can’t cancel the subscriptions through the normal account portalCharges are continuing with no way for me to stop themAdobe chat support either fails or requires sign-in with an active planRequested ActionImmediate cancellation of the subscriptions associated with my old email addresses.Available VerificationBank statements showing Adobe subscription chargesPrevious transaction history from the same cardsGovernment-issued IDAny additional documentation requiredCould someone from Adobe Support please assist or provide a direct way to contact the billing team?Thank you for your time and help,Ros

Question

Re: Cannot Cancel Subscription - No Email Access, Charged to renew subscription already two days ago

Forum|Forum|6 months ago
January 15, 2026
3 replies
512 views

Hi there - I am having the same issues - would anyone be able to help?

Here is a summary of my situation:

Hello Adobe Community,

I’m hoping to get assistance from Adobe Support or a moderator who can escalate my case to the billing team, as I’ve been unable to reach support through chat.

Account Background
I previously subscribed to Adobe Creative Cloud using two email addresses that I no longer have access to. The subscriptions remain active and are still being charged to my personal debit cards.

Current Issues

I can’t log into the Adobe accounts because they’re tied to email addresses I no longer control
I can’t reset the passwords due to lack of email access
I can’t cancel the subscriptions through the normal account portal
Charges are continuing with no way for me to stop them
Adobe chat support either fails or requires sign-in with an active plan

Requested Action
Immediate cancellation of the subscriptions associated with my old email addresses.

Available Verification

Bank statements showing Adobe subscription charges
Previous transaction history from the same cards
Government-issued ID
Any additional documentation required

Could someone from Adobe Support please assist or provide a direct way to contact the billing team?

Thank you for your time and help,
Ros

Jeffrey_A_Wright

Legend

Thanks for the update, Ros. I can confirm there are no active subscriptions, recent transactions or any records of your previous attempts to contact us under the account you used to respond to this pubic discussion thread.

If you are unable to locate the account with the information available at https://adobe.ly/4pH6OBw then please click on https://adobe.ly/4qlXyUl to speak with a member of our team who can help you further. Please use a different device to reach us, Ros, since there are no records of any previous attempts from your current device to reach us and you were redirected to this public discussion forum instead.

I know this is frustrating, Ros, but we do need you to reach out to us via a secure method if you want help locating and cancelling a commitment made to Adobe. ^JW

R

ros_0229Author

Hi @Shivangi_Gupta and @Jeffrey_A_Wright,

I want to clarify the issue, as this is not an account access or login recovery request.

I am withdrawing consent for ongoing subscription charges that are being taken from my debit cards for Adobe subscriptions associated with unknown and inaccessible email addresses.

I am unable to log in or recover those accounts because I do not know the email addresses. However, I can verify ownership of the subscriptions via payment information, including transaction IDs, invoice numbers, dates, and card details.

I understand that sensitive information cannot be handled in a public forum. However, I have repeatedly been unable to reach a secure billing channel that allows cancellation without logging into the affected accounts.

Please confirm a secure method by which Adobe Billing can manually locate and cancel these subscriptions using payment verification, or confirm that Adobe is unable to provide such a method.

If no cancellation path is available, I will proceed with my bank to block further charges and dispute recent payments.

Thank you.

Jeffrey_A_Wright

Legend

I am sorry if I was unclear, Ros, you need to have this conversation with a member of our team by clicking on https://adobe.ly/4qQK3ff. Neither Shivangi nor I will be able to locate your subscription or end your commitment from a public discussion thread. Please be careful of any private messages you receive.

If you can't reach anyone at https://adobe.ly/4qQK3ff then please show this discussion thread to someone locally who can help you reach us.

Blocking charges to your bank doesn't end your commitment, and we also don't cancel subscriptions because someone creates a public discussion post. You will need to reach out to us directly on a secure channel for help locating the cause of the charges, Ros. I

If you can locate the account that is causing the charges, then please complete the self-cancel steps listed at https://adobe.ly/4sNjOs8 to end your commitment to Adobe. You do need to be logged in under the account that is receiving the service to end the commitment. ^JW

gupta shivangi

Legend

Thanks for tagging me here @kglad.
Hi @ros_0229,

We are here to help. Could you confirm if you have forgotten the email addresses or login credentials used while subscribing to Adobe applications?

If yes, you can easily reset them by following the steps here: https://adobe.ly/3LL32sU

Let us know if this helps.

^Shivangi

R

ros_0229Author

Thanks so much for getting back to me so quickly. I’m sorry - that didn’t solve the problem. That’s because:

1. When I search using my phone number - there's no Adobe account associated with my phone number

2. When I search with my current email account it says ‘We found an Adobe account associated with the info you provided’ but this is for my free account which I’m not paying a subscription on
3. It then says - 'if this isn't the correct account, try again with a different email address or phone number'. Unfortunately I have completely lost access to those two email addresses which have associated Adobe subscriptions. I don’t even have the name of those two email address to try and search for the account

I can however provide you with the following details: