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aarthi_8779
Participant
January 2, 2025
Answered

Unable to Cancel Plan – Requesting Assistance

  • January 2, 2025
  • 3 replies
  • 2387 views

Hi Adobe Community,

I recently signed up for the 7-day free trial of Adobe Acrobat Pro and provided my card details during the trial. However, I am now seeing billing issues related to ₹1,596.54/month and ₹398.84/month plans, which I did not intend to continue after the free trial.

When I try to manage or cancel the plans, I encounter a message saying:
"You must resolve an issue with your payment details before making any changes to your plan. If you take no action, your plan will be suspended."

I’ve attached a screenshot for reference:

I do not wish to update my payment details or make any payments. My goal is to cancel these plans and ensure no charges are made to my card.

Could someone guide me on how to resolve this issue and cancel the subscriptions?

Thank you,
Aarthi

    Correct answer Shivangi_Gupta

    Thread Summary

    A user expressed challenge when trying to cancel the subscription due to failed payment.

     Best Solution for Similar Cases

    If this has happened to you, don’t worry! Here’s what you can do next:

    1. Update Your Payment Method

    • Adobe requires a valid payment method to process any pending charges before allowing cancellation.
    • Once updated, you should be able to complete the cancellation process smoothly.

    2. Check Adobe’s Refund Policy:

    • Adobe offers a 14-day refund window from the beginning of the subscription trial.
    • If you're within this period, you're eligible for a full refund - no questions asked.

    Helpful Resources

    3 replies

    S
    Community Manager
    Shivangi_GuptaCommunity ManagerCorrect answer
    Community Manager
    October 6, 2025

    Thread Summary

    A user expressed challenge when trying to cancel the subscription due to failed payment.

     Best Solution for Similar Cases

    If this has happened to you, don’t worry! Here’s what you can do next:

    1. Update Your Payment Method

    • Adobe requires a valid payment method to process any pending charges before allowing cancellation.
    • Once updated, you should be able to complete the cancellation process smoothly.

    2. Check Adobe’s Refund Policy:

    • Adobe offers a 14-day refund window from the beginning of the subscription trial.
    • If you're within this period, you're eligible for a full refund - no questions asked.

    Helpful Resources

    S
    Community Manager
    Shivangi_GuptaCommunity Manager
    Community Manager
    January 2, 2025

    Hi @aarthi_8779,

    We appreciate you reaching out. I checked your account details and found that you have already proceeded with the subscription cancellation.

    Let us know if you have any questions. We'll be happy to help.

    ^SG

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    January 2, 2025

    you have to fix the billing issue first, https://helpx.adobe.com/manage-account/using/update-billing-information.html

     

    then you can cancel, 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.

    twitter/x:
    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.

    H
    hiept56279760
    Participant
    August 1, 2025

    Why do I need to update my payment to cancel the subscription? This is stupid.

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    August 1, 2025
    Because you have open payments, probably. You can only cancel when all dues are paid, including eventually early cancellation fees.
    Abambo
    via mobile phone.
    ABAMBO | Hard- and Software Engineer | Photographer
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