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unique_musician7357
Participant
June 1, 2025
Answered

Conversation with Agent when trying to cancel a contract

  • June 1, 2025
  • 1 reply
  • 201 views

System said
You are now connected to Shivam, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
You said

I want to cancel contract (number)
Shivam Agent said

Hello, I'd be happy to help you today, let me first pull up your account information and access your details.
Agent said

Thanks for providing the information. I have 1 year of experience working with business customers across industries. I have seen the issue you described earlier with a few other customers. I’ll help you quickly. I understand you wish to cancel and I will surely assist you with that.
As I have checked, you have a Creative Cloud All Apps active subscription in your account. May I know the reason for cancellation, so that I can assist you better?
You said

I don't need it anymore. Please cancel it.
You said

When I click on manage there is no option to cancel
You said

Hello?
Shivam Agent said

All right, let me check what best I can do for you. Please stay connected for 2 minutes.
Agent said

Thanks for staying connected. As we’re facing technical outage, we are sorry that we won’t be able to pull up your any details of your account to assist you. We would request you to please contact us back after 3- 4 hours. We apologize for the inconvenience.
You said

You must be kidding

    Correct answer Bani Verma

    Hi there, 

     

    Sorry for the frustrating experience. I have reviewed your account and found that your subscription is in a cancelled state now. Do you still need help with anything else? 

    Happy to help.

     

    Thanks,
    ^BS

    1 reply

    Bani Verma
    Community Manager
    Bani VermaCommunity ManagerCorrect answer
    Community Manager
    June 2, 2025

    Hi there, 

     

    Sorry for the frustrating experience. I have reviewed your account and found that your subscription is in a cancelled state now. Do you still need help with anything else? 

    Happy to help.

     

    Thanks,
    ^BS

    H
    Hiltrud30924769132a
    Participant
    September 25, 2025

    I am just going through exactly the same experience. I have been a subscriber for a long time, but now I want out. I tried to cancel the official way at the end of my contract and just get an error message. I am prio AI, but the performance of the chatbot is abysmal... sending me back time and time again to "manage plan -- cancel your plan", although that is not working and the reason why I talked to the chatbot in the first place. I asked for a human, who did pick up, but then after an extended waiting period just hung up, having the audacity to ask me for feedback. No solution given, either, just telling me to try to contact customer support again two hours later. 
    For the amount Adobe is charging this is not acceptable. I am also not a massive fan of having prices increasing substantially in the middle of the subscription period, without the chance to cancel prematurely. 
    It's easy to sign up and get your money taken, but close to impossible to cancel. Adobe should really be able to do better here. 

    A
    Community Manager
    Anshul_NautiyalCommunity Manager
    Community Manager
    September 25, 2025

    Hi @Hiltrud30924769132a,

    Thank you for reaching out, and I’m truly sorry to hear about the experience you had. After reviewing, I can see that you have an active Creative Cloud Pro Individual plan associated with the Adobe ID used to post this query. It also appears that you had already contacted our support team regarding the cancellation.

    At that time, there were some backend issues with your account which prevented the process from going through. Since those issues have now been resolved, you can try canceling your plan by following the steps outlined in this document: https://adobe.ly/4mEQShJ

    Alternatively, you can contact our support team again, and they will be able to assist you further with the cancellation.

    Hope this helps. Let us know if you need further assistance.

    Regards,


    ^AN

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