"There was a problem processing your request."

Question

Earlier in March, I tried, repeatedly, to cancel my subscription. I thought it had registered only to see that Adobe drew the amount from my card.

Been trying to cancel for the past hour and keep getting this message: "There was a problem processing your request." after going through the entire process over and again, removing cookies after every try.

Frustrated, I'm posting here. It seems impossible to cancel my subscription. And I want to be refunded.

Adobe products are too complicated for me, and I would not be using them at all.

Hope someone sees this and can help me. Please do not send instructions to me on how to cancel. At this point, I'm an expert.

kglad · Accepted Answer

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", contact adobe support.

there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

Rashmi27002770wxve · Answer

Hi there,

We appreciate you writing in. Happy to help!

We have checked your account and we see that you have an active Adobe Express subscription under the email address associated with the community.

I am sharing a couple of help articles which will help you to understand how to

cancel a subscription
the cancellation terms of your subscription.

https://helpx.adobe.com/manage-account/using/cancel-subscription.html

https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html#cancel

In case you are still unable to cancel the subscription with the help of the link, feel free to contact us via chat so that our support team can help you.

Since, this is a community forum, we are happy to share the link.

https://helpx.adobe.com/contact.html?rghtup=autoOpen

If you are not able to get to the chat window, then disable your adblockers, firewall, enable cookies/scripts on your browser. If it still fails then change your browser/machine/network.

Please do not share any personal/confidential information like email ID, bank details, etc here. This is a public forum.

Hope the information was helpful to you. Please let me know if you have any further questions.

Sincerely,

Rashmi Swain

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