Participant

Answered

Trying To Cancel Subscription

Forum|Forum|5 years ago
May 7, 2020
4 replies
3950 views

Anyone from Adobe listening????

I'm trying to cancel my subscription and am told to contact Customer Care to make that happen. The Customer Care center, however, is shut down and I am instructed to come here to the Community, which is where I am. Now what???

Anyone from Adobe able to respond to this inquiry?

Correct answer deepjyotia71185717

Hi 87carrera911,

We apologize here for the inconvenience caused while trying to Cancel your Teams Plan.

We would like to inform you that Cancellation of Teams is not possible Online through your Adobe account page.

For Cancellation of Team plan, please contact our Support Team and they will help in Cancellation of Team licenses.

You can contact the support team directly by initiating a chat session, click on the chat icon on the bottom right corner of this page: https://helpx.adobe.com/support.html

You may refer to the Section "Cancel a teams plan" in the following help article published extenally : https://helpx.adobe.com/in/manage-account/using/cancel-subscription.html

I hope that helps.

F

FHU26633038n0h2

Participant

I am having the same problem as everyone else... it's impossible to cancel my subscription even though I am inside the 'renewal window'. Crazy. And in the "Correct answer" below I don't see any chat icon on the page that is linked... am I going mad? This isn't bad customer service this is criminal!

Abambo

Community Expert

What type of subscription do you have? Individual or Teams/Enterprise (some students get their subscription via their university, technically those are Enterprise subscriptions and get cancelled by the university!)?

For Individual licenses:

Go to https://account.adobe.com/plans click "Manage plan" for the plan you want to cancel. If that does not work, contact Adobe support. Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

For Teams/Enterprise: You need to be an administrator. During the renewal window, set all products to 0. You may also contact Adobe support via the admin console: https://adminconsole.adobe.com/support. If you acquired your plan via a reseller, contact the reseller.

Update this, if you have additional questions.

ABAMBO | Hard- and Software Engineer | Photographer

F

FHU26633038n0h2

Participant

Thanks for your response. I have a Team account and I am the admin. I have enabled pop-ups and tried in different browers but I still don't see the chat function on the page you linked. I'll try calling the helpline again tomorrow.

steinarh30495395

Participant

Having the same problem. Apparently, Adobe thought it was a good idea to just remove the "manage plans" button. This way it is impossible to cancel the subscription, so maybe the only way is to contact my bank and just stop payments to Adobe instead.

virgilc14977799

Participant

Hi there, i'm trying to cancel my pro subscription (at least for my next renewal) did you manage to succeed ?

steinarh30495395

Participant

No, It was not possible to cancel that subscription without a hefty fee. Seems like just terrible customer service.

N

nyemachia79006085

Participant

We had Creative cloud and requested that we cancel this and just have 2 illustrator licences and agreed all of this on the chat. They still charhe us for the creative cloud all apps at £59 and the illuystartor use rlicense as well and this has been 5 months and adobe never repspond.....

SOMEONE HELP ME!!!

D

deepjyotia71185717Correct answer

Participating Frequently

Hi 87carrera911,

We apologize here for the inconvenience caused while trying to Cancel your Teams Plan.

We would like to inform you that Cancellation of Teams is not possible Online through your Adobe account page.

For Cancellation of Team plan, please contact our Support Team and they will help in Cancellation of Team licenses.

You can contact the support team directly by initiating a chat session, click on the chat icon on the bottom right corner of this page: https://helpx.adobe.com/support.html

You may refer to the Section "Cancel a teams plan" in the following help article published extenally : https://helpx.adobe.com/in/manage-account/using/cancel-subscription.html

I hope that helps.