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Rücklastschrift offene Rechnung

Forum|Forum|30 days ago
May 12, 2026
4 replies
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Urgent help needed – customer support keeps closing tickets but does not understand the actual billing issue

Hello Adobe Community,
I urgently need help because I am not making any progress with Adobe Customer Support.
My issue concerns a former Adobe student subscription. The plan was cancelled, and there were chargebacks/returned payments connected to this account. I contacted Adobe proactively because I want to clarify whether there are any outstanding amounts and, if necessary, pay them. I do not want to receive reminders, collection letters, additional fees, or any unexpected claims in the future.
I have already contacted Adobe Support several times and opened multiple tickets. However, the tickets are being closed, and I cannot even see this support case in my Adobe account under my support requests. This makes the entire process very difficult to understand and document.
I explained the issue in detail and attached files, but Customer Support does not seem to understand the actual problem. They repeatedly tell me that there is no active plan and no outstanding balance. However, my concern is specifically about the previous chargebacks/returned payments and whether Adobe can confirm in writing that there are no remaining claims from those chargebacks.
There were also callbacks from Adobe Support. During one of these calls, a support employee even issued a credit note, although I clearly said that I do not want a credit note. I only want a clear written confirmation that there are no outstanding amounts, no future claims, no reminders, no collection proceedings, and no additional costs related to the previous chargebacks. The employee did not seem to understand this.
What I need is not a refund or a credit note. I need Adobe to properly check the former account, the cancelled student subscription, and the returned payments, and then confirm in writing whether there are any outstanding amounts or not.
Could someone please advise me on how I can escalate this properly? Is there a specific Adobe department for billing disputes, returned payments, or written account confirmations? How can I get a clear written confirmation from Adobe when customer service keeps closing the tickets without addressing the actual issue?
I would be very grateful for any help or advice.

M.38804254qy28Author

Participant

I purchased the subscription directly from Adobe. It was not purchased through a school, university, organization, reseller, or third party.

I recently changed the email address in my Adobe account through the account settings. I did not create or use another Adobe account.

I also have invoice numbers. Customer Support has not been able to help me. The tickets are closed, the issue is not understood, and I am not receiving a proper billing clarification.

I urgently need a direct phone number or email address for Adobe Billing or Accounts Receivable, so this can be checked based on my invoice numbers.

Jeff_A_Wright

Community Manager

@M.38804254qy28 you can provide any order numbers that you have while contacting us at https://helpx.adobe.com/contact.html?rghtup=autoOpen and a search can performed if they exist in our system.

I am sure this is frustrating. Please have all available information from your purchase available when you contact us at https://helpx.adobe.com/contact.html?rghtup=autoOpen.

If the account can not be found, then you will need to review any documentation that was provided with your previous purchase, @M.38804254qy28.

M.38804254qy28Author

Participant

Hello Jeff,

the public account I am using here is linked to the email address under which my Adobe account is registered.

I did change the email address in my Adobe account last week, but I did not create or use a separate Adobe account. It is the same account.

I can also see the relevant transactions as invoices in my Adobe account, which is why I do not understand why Adobe cannot connect this issue to my account.

Could you please advise how this can be checked based on the invoices/transactions that are visible in my account?

I spoke with a support employee today who assured me that I would receive a written response. Instead, Adobe has now refunded an amount without my consent, the support request has been closed, and I still have not received the written answer I was promised.
I am exhausted by this process. I am not asking for a refund. I urgently need someone from Adobe Billing to review this properly and contact me.

Jeff_A_Wright

Community Manager

I am sorry, @M.38804254qy28, but there is nothing under the account that you are continuing to use to post from. There are also no additional accounts under the email address you are using.

No action will be taken from this public discussion. Please review whatever documentation was provided to you for your previous commitment to Adobe, and use the information provided to contact the seller.

If you have additional questions, you can contact us at https://helpx.adobe.com/contact.html?rghtup=autoOpen , but know, we won’t be able to provide any information for another subscription unless you can verify the account information on a secure channel. This is where you ran into a previous roadblock and seems to be causing problems for you now, @M.38804254qy28.

Equally, you already stated that you are not finding any results at https://helpx.adobe.com/account/individual/billing-and-payments/payment-and-billing-issues/unknown-charge-on-bill.html , which is the same information we use to locate account information, so I strongly recommend you focus on reviewing the documentation provided for your canceled subscription as a next step, @M.38804254qy28.

M.38804254qy28Author

Participant

Hello Jeff,

thank you for your reply.

I would like to clarify that I do not have another Adobe account. I only changed the main email address of my Adobe account. As far as I know, there is no separate second account that I used for the previous subscription.

This is exactly part of the problem: Adobe Support keeps telling me to log in to another account, but I cannot do that because I do not have another account. I only have my current Adobe account, and the email address connected to it was changed.

I am not asking about a refund. I am also not trying to reactivate or access a subscription. My concern is specifically about previous returned payments/chargebacks connected to my former Adobe student subscription. I contacted Adobe proactively because I want to make sure whether there are any outstanding amounts and, if necessary, pay them. I want to avoid any future reminders, collection letters, additional fees, or unexpected claims.

Customer Support has already told me that there is no outstanding balance and that no fees are being charged. However, because there were returned payments in the past, I need a clear written confirmation that Adobe has checked this and that there are no remaining claims against me related to the previous subscription or the returned payments.

Could you please advise how I can get this properly checked if Adobe believes there is another account, but I only changed my main email address and do not have any other login?

Thank you for your help.

Jeff_A_Wright

Community Manager

Thanks for the update, @M.38804254qy28.

I can confirm there is no payment or subscription to send you from the account you are using for this public discussion. This is why you are being asked to log in with the correct account. There is nothing to send you from this account, @M.38804254qy28.

You can enter information about the payment method you used to pay for our services at https://helpx.adobe.com/account/individual/billing-and-payments/payment-and-billing-issues/unknown-charge-on-bill.html to help you identify the account that was used for your subscription.

If your subscription was managed by a school or an organization, @M.38804254qy28, then it would not be visible at https://helpx.adobe.com/account/individual/billing-and-payments/payment-and-billing-issues/unknown-charge-on-bill.html, and you will need to contact whoever was managing the plan you previously purchased for help.

If you did purchase the subscription from someone other than Adobe, @M.38804254qy28, and it was not managed by us, that could explain the difficulties you have encountered, @M.38804254qy28. If this is the case, carefully review any documentation provided with your canceled subscription.

Jeff_A_Wright

Community Manager

M. thank you for posting to this public discussion forum.

I am sorry for the difficulties you have encountered with your previous Adobe subscription.

I do see that you contacted us on this account earlier this month, but this is not the account that you previously used to pay for or access our services, M. You will want to make sure to log in under the account with the previous active subscription if you have questions about a refund or the status of the subscription.

Please see https://adobe.ly/4df9JNy to locate the correct account with your previous subscription, M. Once you are logged in with the proper account, you can then use the information at https://adobe.ly/4u22Je1 to review and update your recent support cases.

Please update this public discussion thread if you have any additional questions, M. ^JW

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