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analytical_Mermaid15B9
analytical_Mermaid15B9
Participant
May 7, 2020 8:24 PM UTC
Answered

Trying To Cancel Subscription

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?

    deepjyotia71185717Correct answer
    Participating Frequently
    May 7, 2020 9:05 PM UTC

    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.

    View reply

    15 replies

    FHU26633038n0h2
    Participant
    Oct 17, 2022 8:31 AM UTC

    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! 

    Translate
    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    Oct 17, 2022 12:43 PM UTC

    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.

     

     

    Translate
    ABAMBO | Hard- and Software Engineer | Photographer
    FHU26633038n0h2
    Participant
    Oct 17, 2022 4:46 PM UTC

    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. 

    Translate
    steinarh30495395
    steinarh30495395
    Participant
    Jun 7, 2022 7:43 AM UTC

    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. 

    Translate
      virgilc14977799
      virgilc14977799
      Participant
      Jun 28, 2022 5:41 AM UTC

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

      Translate
      steinarh30495395
      steinarh30495395
      Participant
      Jun 28, 2022 8:24 AM UTC

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

       

      Translate
      nyemachia79006085
      Participant
      Jan 25, 2022 2:41 PM UTC

      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!!!

      Translate
      deepjyotia71185717Correct answer
      Participating Frequently
      May 7, 2020 9:05 PM UTC

      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.

      Translate
        TCM1981
        TCM1981
        Participant
        Jan 17, 2022 6:01 AM UTC

        isn't this increadibly agressive and customer unfriendly marketing.

         

        Translate
          Pol_de_mol
          Participant
          Jan 18, 2022 9:54 AM UTC

          I agree. I'm not using adobe teams again. Individual account is the way to go.

          Translate
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