Question

Refund request

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I accidentally got billed for Adobe Acrobat after a free trial, I would like to request a refund as I don’t need it.

Participant

I recently cancelled my Adobe Acrobat subscription and I was told that I'm eligible and will get my refund but its been close to 2 weeks and it still hasn't arrived.

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ShivangiGupta

Community Manager

Hi @Soothing_outfitbf40,

Thank you for reaching out and for sharing the details of your concern. I understand how important it is to see your refund reflected, and I'm glad to help clarify where things stand.

I reviewed your account and confirm that all of your subscriptions have been cancelled and no active plans remain. I also see that your refund was initiated about 10 days ago. Refunds typically take 10 to 14 business days to be processed and show up in your account, so your refund is still within the expected timeframe. We'd recommend waiting a few more days.

If you still don't see the amount after that, please check with your bank. They can tell you whether the transaction is pending or delayed on their side, and banks can sometimes take a little longer to post refunds. Please let us know what you find, and we'll be happy to look into it further with you.

To keep your account secure, please don't share any personal or financial details, such as card numbers or bank information, in this public community thread.

Thank you for your patience. We're here to help you get this resolved.

Regards,

Shivangi

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^Shivangi

F

fashionable_maker647e

Participant

Hi! I tried to subscribe for the “lightroom credits” plan but failed, then I chose the “Lightroom MAS 1TB” but I was charged for both 02 plans for one account. Could you help to check and refund me one. Thanks.

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kglad

Community Expert

@fashionable_maker647e

did you subscribe/pay via a mobile app store?

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Jeff_A_Wright

Community Manager

Thank you for posting, @Absntt8.

I appreciate your evaluation of our services, and I am sorry they did not meet your expectations.

The payment method you used to set up your trial was not accepted. Please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to speak with a member of our team who can help you with your cancellation and refund request.

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

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

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kglad

Community Expert

you must cancel your subscription within the refund period. make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", you probably have a payment error that you need to repair before cancellation is allowed, https://helpx.adobe.com/manage-account/kb/fix-failed-missed-payment.html

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