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Realfiction ApS
Realfiction ApS
Participant
April 6, 2023
Question

Unable to cancel subscription

  • April 6, 2023
  • 2 replies
  • 706 views

I am simply unable to cancel one off my subscriptions. I have followed all guides available on the subject, but never reach a button that allows me to cancel my subscription. Even the Virtual Assistant chatbot goes in zombie mode and stops replying, when I answer "yes" to the question: "Do you want to cancel your subscription". I have tried several different browsers with same result. Am now left utterly frustrated and considering cancelling all my plans to just start over. I have 2 Creative Cloud plans and one single Photoshop in my company, and just want to cancel the photoshop. I can assign the licens and remove the user, but cannot cancel the subscription. AAARGGGGHHHH!!!!

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2 replies

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
April 6, 2023

Realfiction, sorry that the cancellation process has been confusing. Which membership are you attempting to cancel? An organization has claimed the e-mail address you are using to post to this public discussion forum. You can use the steps listed in https://helpx.adobe.com/enterprise/kb/enterprise-id-faq.html to choose between your individual plan and the one managed by the organization.


If you want to cancel your individual plan, please follow the suggestions offered by Kglad and bookmark https://helpx.adobe.com/manage-account/using/cancel-subscription.html which provides the steps to cancel the membership.

Realfiction ApS
Realfiction ApSAuthor
Participant
April 11, 2023

Hi Jeff,

The switching between individual and team plan is very confusing. I control both, but cannot even see on which account the single licens photoshop is attached. On one account I can access my Creative Cloud subscription - which I do not want to stop. But on the other, which I am guessing is the teams account, I have photoshop and Stock Credits - see attachment 1. When I go to plans though, I only see the Stock Credits - see attachment 2. On a different screen I can reach a place where I can add more licenses - see attachement 3, but still I am not allowed to zero out number of licenses or end subscription.

kglad
Community Expert
kgladCommunity Expert
Community Expert
April 6, 2023

because you've already paid for the year, it doesn't make sense to cancel early and lose that potential usage (eg, you might hire someone).  when the subscription nears its end date, then you can cancel/not renew.

Realfiction ApS
Realfiction ApSAuthor
Participant
April 11, 2023

For this single licens I pay month-by-month, and the subscription extends automatically. I am therefore trying to figure out how to stop it before next monthly renewal. I cannot even remove the payment card.

kglad
Community Expert
kgladCommunity Expert
Community Expert
April 17, 2023

@Realfiction ApS 

 

for an individual subscription (not a teams or enterprise subscription), the following applies:

 

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

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