Trial was not cancelled, not happy

Forum|Forum|4 months ago
September 10, 2025
3 replies
123 views

So, on the 5th of August this year I followed the steps to cancel my trial as I cannot justify spending almost £50 a month on a product I'll realistically only use maybe a handful of times a year. As far as I was aware, I had cancelled my subscription, I have since deleted the creative cloud and all associated apps from my pc.

Today I get a notification for a payment being requested from a card I had to cancel toward the latter half of last month, only to find that on the 6th August, £48 had been taken from the account when it was active.

To make matters worse, there appears to be no access to support, or any way for me to resolve this issue privately as it seems my only access to this help is through a portal I don't appear to have access to, at least on my phone.

Adobe, please get in touch so I can resolve this issue.

A very frustrated ex-user of Adobe products.

Shivangi_Gupta

Community Manager

Hi glamorous_reliability8692,

Thanks for reaching out. As per your account details, you have an active subscription to Adobe Substance 3D collection. It is a monthly subscription. When did you cancel the plan? Did you receive any confirmation email?

Let us know.

^Shivangi

G

glamorous_reliability8692Author

Participant

Hi Shivangi_gupta, thank you for your response. I went through the process of cancelling back on August 5th. I filled out the form for the reason for closing the trial, and was recommended cheaper options. I don't remember receiving a cancellation. If it was my simply nicky account, I've had nothing via my main inboxes, though haven't checked the junk.

Jeffrey_A_Wright

Community Manager

Glamorous_reliabilty, thanks for the update. It appears you were blocked from completing the cancellation process because the payment method you used to access our services was not accepted. If you do wish to continue using Substance 3D, then you will need to use the steps listed at https://adobe.ly/3VbWWD8 to put the account in good standing. Once the account is in good standing and any outstanding debts have been cleared, you can then complete the self-cancel process listed at https://adobe.ly/4pc6uLX.

You have already indicated you don't want to continue your subscription, Glamorous_reliability, and I can confirm you have not used our services recently. Please click on https://adobe.ly/4mc0ksD to speak with a member of our team who can help you with the cancellation https://adobe.ly/3VGMkvY will need to use a different device to reach us, if you cannot contact anyone or are redirected to these public discussion forums. ^JW

kglad

Community Expert

check your account, https://account.adobe.com

what's it show?

eg, any payment problems,?
more than one subscription?

kglad

Community Expert

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community">

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