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sherin_7994
Participating Frequently
June 17, 2025
Question

Unexpected Charge After Cancellation - Need Help Locating Active Subscription

  • June 17, 2025
  • 2 replies
  • 923 views

Unexpected Charge After Cancellation - Need Help Locating Active Subscription

Hi everyone,

I'm reaching out to the Adobe Community for help with a persistent billing issue I'm having. I've already tried contacting customer support, but unfortunately, they weren't able to fully resolve it, and I'm still seeing unexpected charges.

Here's a breakdown of my situation:

  • Initial Subscription & Cancellation: I subscribed to an Adobe service using the email address sherinalex22@gmail.com on May 6th. I then cancelled this subscription.
  • Unexpected Charge: Despite cancelling, a charge of €23.79 was debited from my PayPal account on May 22nd. This charge is from Adobe Systems Software Ireland LTD.
  • Probable Cause - Unknown Active Subscription: The customer support agent I spoke with suggested that this charge is likely due to another active subscription under a different email address. However, I'm unable to identify which email this might be linked to.

I'm really struggling to track down this elusive subscription. I've used several email addresses over time, and I'm hoping someone in the community, or an Adobe representative monitoring these discussions, can assist me.

Could you please help me check for any active Adobe subscriptions linked to the following email addresses?

  • ( Removed all the email id's by moderator)

I desperately need to identify and cancel any active subscriptions to stop these unexpected charges. Since direct customer support hasn't been able to resolve this for me, I'm hoping for some guidance here.

Could someone please provide a direct email address or a contact number where I can get more personalized assistance to resolve this? It's crucial for me to get this sorted out.

Thanks in advance for any help or advice you can offer!

Best regards,

Sherin Alex

    2 replies

    S
    sherin_7994Author
    Participating Frequently
    June 17, 2025

    Hello @Anshul_Nautiyal ,

    Thank you for your response. However, it wasn’t very helpful. I have already contacted the bank, and they informed me that they can only process a refund. For the cancellation of the subscription, I need to reach out to Adobe Customer Care directly.

    I also tried to submit a complaint through PayPal, but I am currently unable to access my PayPal account. It has been suspended, and they are asking for SMS verification. Unfortunately, I no longer use the mobile number linked to that account.

    Kanikas
    Community Manager
    KanikasCommunity Manager
    Community Manager
    June 17, 2025

    Hi sherin_7994,

     

    I have deleted all the email address's shared above as they are your private information. None of the ID's above have a subscription associated. The only subscription you have is with this account as shared by Anshul_Nautiyal above and that too is cancelled. Were you charged for anything? Do you mind sharing the payment receipt? 

     

     

    Thanks 
    ^KS

    S
    sherin_7994Author
    Participating Frequently
    June 17, 2025

    I am sharing the payment receipt below:

    A
    Community Manager
    Anshul_NautiyalCommunity Manager
    Community Manager
    June 17, 2025

    Hi @sherin_7994,

     

    Thank you for reaching out. Upon checking, I can confirm that you previously had an Acrobat plan associated with the Adobe ID used to post this query. However, this subscription has since been cancelled.

    At this time, I do not see any active subscriptions or transactions associated with the Adobe ID(s) you provided in the thread.

    If you have experienced any unexpected charges, I recommend contacting your bank or your payment provider (PayPal, in this case) to dispute the transaction directly.

    Let us know if you need any further assistance.

    Regards,
    ^AN

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