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LarsE9
Participating Frequently
May 2, 2023
Answered

What Hotel California is this? I just want to delete my account

  • May 2, 2023
  • 4 replies
  • 1615 views

My plan for CC expired a while ago. I'm not renewing. Also want to delete my account, but I can't because "You must update your payment information before cancelling your plan." I get a page where I need to enter my credit card details.

 

It literally states "Your plan has expired. Please update your payment details to reactivate it." I'm not entering any payment details when Adobe is just going to charge money on it TO ALLOW ME TO CANCEL. How do I even cancel an already expired plan?

 

So I'm stuck in a loop, never to be able to leave. How is this normal?

This topic has been closed for replies.
Correct answer kglad

contact adobe support.  there are 2 ways to contact adobe; chat 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.

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

4 replies

R
Community Manager
Rashmi27002770wxveCommunity Manager
Community Manager
May 3, 2023

Hi there,

 

Happy to help!

 

We have checked your account and we see that you have an active subscription under the email address associated with the community which has a billing issue. Hence, the subscription cannot be cancelled until the issue is resolved.

 

Since, this is a community forum, you will need to connect with the Adobe Customer support via chat as suggested earlier for any further help.

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

    T
    Test Screen Name
    Legend
    May 3, 2023

    Plans for CC don't expire, you have to cancel them... so far as I know.  So you have a pending payment for your uncancelled plan. You have to settle the cancellation fee, then you can cancel. And only once you've cancelled can you delete your account.

    L
    LarsE9Author
    Participating Frequently
    May 3, 2023

    " You have to settle the cancellation fee, then you can cancel."

     

    If true, his is extortion racket. In no communications from Adobe did they mention any cancellation fees. Anyway, thanks to all who replied! I think this is something I need an actual human for, so I'll try and track down an agent.

    T
    Test Screen Name
    Legend
    May 3, 2023

    It is in the Terms & Conditions you originally read (or, signed saying you had read them). Assuming you signed up for an annual, pay monthly program, which most people do because it's cheaper than the monthly, pay monthly plan.

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    May 2, 2023

    Contact Adobe support via online chat or Twitter engagement.

    The automated system won't cancel anything unless your account and payment details are current. 


    CONTACT ADOBE SUPPORT:
    ================
    Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
    Twitter: https://twitter.com/adobecare

    Nancy O'Shea— Product User & Community Expert
      kglad
      Community Expert
      kgladCommunity ExpertCorrect answer
      Community Expert
      May 2, 2023

      contact adobe support.  there are 2 ways to contact adobe; chat 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.

      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

        L
        LarsE9Author
        Participating Frequently
        May 3, 2023

        I don't use Twitter anymore, but I'll try and talk to a human. Thanks for the headsup about scammers. There's not much to be had. It's why I'm moving away to free and one-off software, haha! 😉

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        May 3, 2023

        @LarsE9 

         

        you're welcome. 

         

        but yes, there is a early cancelation fee (= 1/2 the cost remaining months of an annual subscription cancelled early).

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