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Unable to cancel plan for Adobe Acrobat AI within trial period due to Adobe Issue in Manage Account

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Hi, There is a billing and payment issue with the Adobe account, which prevents cancellation of the Adobe Acrobat AI subscription within the trial period.
There is a message on the account: You'll be able to manage this plan shortly. But the message persists, and Adobe hasn't fixed it during the entire trial period.

Error since the beginning of trial period on my account: Billing and payment
• We’ve received payment for your new plan. You’ll be able to manage this plan shortly.

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kgladCorrect answer

Community Expert

then you'll probably need help from an adobe employee.

we'll need to await monday am pst for one to check this. if you don't get a reply from a badged employee by 10am pst monday, repost.

gupta shivangi

Legend

Hi @raghav_2093,

We appreciate you writing in. I checked your account info and found that you have a subscription to AI Assistant for Acrobat since March 29, 2025. The payment is pending for the subscription and this is the reason you are not able to cancel the subscription. All dues need to be cleared before making the cancelation.

Let me know if you have any questions.
^Shivangi

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raghav_2093Author

Participant

Hi @Shivangi_Gupta Please see that it is a trial plan that I registered for. I don't see a reason for the payment to be pending from my side if it is a trial plan. Ever since the beginning, under my account l didn't have the possibility to cancel my subscription in the test phase. Please check if it is a bug at your end otherwise it is a clear indication of fishy behaviour.

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kglad

Correct answer

Community Expert

then you'll probably need help from an adobe employee.

we'll need to await monday am pst for one to check this. if you don't get a reply from a badged employee by 10am pst monday, repost.

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raghav_2093Author

Participant

Support cancelled the plan and said no charges would be booked. I must wait and see what happens with the amount that was booked in the begining of the trial period and showed since that time the status - Authorization in progress.

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kglad

Community Expert

good to hear! (and thank you for the update.)

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raghav_2093Author

Participant

Directly from the website, adobe.com

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kglad

Community Expert

did you purchase directly from adobe.com, or did you use a mobile app store or reseller?

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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 bugs">

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