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L
LinguGang
Participant
April 6, 2023
Question

Trying to cancel but still being charged.

  • April 6, 2023
  • 2 replies
  • 184 views

I have have had a monthly paid sub for Audition & premiere (which I no longer need for work) which I want to cancel but am getting a message that I have to pay for the remainder of the year, altough I already am on month 14 (my year is up). I cannot get any customer service support because chat and phones are nonexistent.. I am afraid to proceed with cancellation because it says they'll charge me a huge amount which my compnay will no longer pay since we are not using this software any longer due to the completion of the project. I haven't even used Premiere in months. I've spent a couple hours searchign for answers, support, work arounds, Nothing. Has anyone had this issue? How can I resolve this without being indentured to Adobe further? Any advice would be helpful!
Thanks!

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2 replies

kglad
Community Expert
kgladCommunity Expert
Community Expert
April 6, 2023

in addition to chat (the best way to contact adobe support) per @Rashmi27002770wxve, there are 2 other ways to contact adobe; 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

    R
    Community Manager
    Rashmi27002770wxveCommunity Manager
    Community Manager
    April 6, 2023

    Hi there,

     

    Happy to help!

     

    We have checked your account and we see that you have two active subscriptions under the email address associated with the community.

     

    I understand that you wish to cancel the subscription.

    Please read the article to learn about cancellation terms for your subscription.

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

     

    Since, this is a community forum,we would request you to contact our Customer Support team and you will get all the help you require in order to resolve the issue.

    We are happy to share the link that can help you to connect with the Adobe Customer support via chat.

    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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