Participant

Answered

You must resolve a problem with your payment information before you can make any changes to your pla

Forum|Forum|1 year ago
March 1, 2024
5 replies
4692 views

I signed up for a Creative Cloud subscription where I was given 7 days of free use. In the end, I didn't have enough money on my card to pay the fee. But I did not cancel the subscription. Now I can't cancel it because it says "you must resolve a problem with your payment information before you can make any changes to your plan. If you do not take action, your plan will be suspended." How can I cancel this plan?

Correct answer Shivangi_Gupta

Thread Summary

Customers are unable to cancel or modify their Adobe subscription plans due to a payment issue. The error message typically reads: "You must resolve a problem with your payment information before you can make any changes to your plan." This often occurs when:

A free trial ends and the payment method fails.
Users try to cancel or change plans after a failed payment attempt.

Best Solution for Similar Cases

Update Payment Information/ Billing information on Adobe's billing page.
If you're unable to cancel due to billing issues, resolving the payment issue is mandatory before any changes can be made.

Helpful Resources

Shivangi_Gupta

Correct answer

Community Manager

Thread Summary

Customers are unable to cancel or modify their Adobe subscription plans due to a payment issue. The error message typically reads: "You must resolve a problem with your payment information before you can make any changes to your plan." This often occurs when:

A free trial ends and the payment method fails.
Users try to cancel or change plans after a failed payment attempt.

Best Solution for Similar Cases

Update Payment Information/ Billing information on Adobe's billing page.
If you're unable to cancel due to billing issues, resolving the payment issue is mandatory before any changes can be made.

Helpful Resources

P

poison apple

Participant

kglad

Community Expert

repeating yourself 4 times is a bit much, but i think it's expected.

M

malachi_3151

Participant

I believe they are trained into trying to coerce you into keeping your subscription if it's possible, I just had to tell my representative that I wanted to cancel 3 times as well lol.

kglad

Community Expert

ie, check your account - https://account.adobe.com

Shivangi_Gupta

Community Manager

Hi @Rounty35809589yqdr,

As per your account info, you have cancelled your subscription on the 13th day. You are eligible for complete refund which should be credited to your bank account within 5-7 business days.

Let us know if you have any questions.

Regards,

Shivangi

A

Aranyak3850254169e9

Participant

Hi! I am unable to cancel my "Adobe Stocks" subscription. When I try to click "Manage Plan", it says-"You must resolve an issue with your payment details before making any changes to your plan." Hence, I am being unable to cancel my plan. What should I do? Is there a mail ID where I contact?

kglad

Community Expert

you need to fix your payment method. you can do that yourself - https://helpx.adobe.com/manage-account/using/update-billing-information.html, or with the help of adobe support (per previous post).

kglad

Community Expert

contact support. there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, <Removed by Moderator>
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

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.

Thread Summary

Customers are unable to cancel or modify their Adobe subscription plans due to a payment issue. The error message typically reads: "You must resolve a problem with your payment information before you can make any changes to your plan." This often occurs when:

Best Solution for Similar Cases

Helpful Resources

Thread Summary

Customers are unable to cancel or modify their Adobe subscription plans due to a payment issue. The error message typically reads: "You must resolve a problem with your payment information before you can make any changes to your plan." This often occurs when:

Best Solution for Similar Cases

Helpful Resources

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