• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
Locked
9

Adobe intentionally makes it difficult to cancel subscriptions

Community Beginner ,
Mar 23, 2023 Mar 23, 2023

Copy link to clipboard

Copied

I used to be a big fan of Adobe but I will never purchase an Adobe product again. I wanted to cancel my overpriced Acrobat subscription because I realized paying $15/mo so I can edit 1-2 PDFs a month is not worth it at all. I miss the days where you can purchase a product once and use it forever.

Anyway, I tried to cancel my subscription, but the button to cancel led me into an infinite loop of asking for me to change my password, and every time it did, it led me back to the update password screen again. This led me to needing to reach out to support to ask them to cancel, where the support agent kept trying to upsell me to cheaper deals after I repeatedly said I just wanted to cancel my subscription. There were also major delays in all responses from the agent, which led to the conversation to simply cancel my subscription, which I would've done on my own if the button worked, to last over an hour of back and forth with the support agent. 

I have friends and family that use these products and I will definitely ask them now how often they use these products and see if they should actually be paying monthly for these overpriced products by scam artists who make it as difficult as possible to cancel a subscription. 

Views

6.0K

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines

correct answers 1 Correct answer

Community Expert , Aug 09, 2023 Aug 09, 2023

you can't cancel via these forums. make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe suppor

...

Votes

Translate

Translate
Community Expert ,
Mar 23, 2023 Mar 23, 2023

Copy link to clipboard

Copied

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support.

there are 3 ways to contact adobe; chat, phone 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.

phone:
https://helpx.adobe.com/contact/phone.html

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-com...

 

<moved from download&install>

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Mar 23, 2023 Mar 23, 2023

Copy link to clipboard

Copied

I've found that countless amounts of people online have posted the same exact experience, where Adobe literally wastes your time for as long as possible until you demand they do what you want, which sounds very similar to my situation. For such a large company with so much money, this experience I had is totally planned and run like a scam. 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Mar 23, 2023 Mar 23, 2023

Copy link to clipboard

Copied

Also, you did not read my message at all. The button to cancel didn't work, and the support agent intentionally delayed for as long as possible and made it difficult for me to cancel, all by design as evidenced by the countless other people that have had the same experience with Adobe. 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Mar 23, 2023 Mar 23, 2023

Copy link to clipboard

Copied

i read your message and know that you don't need further help.  but others may check this thread (which i assume is the only reason you posted here) and they may need help. 

 

imo adobe should make it more obvious and easier to cancel, but they're not hiding the info, either.  adobe recognizes users are going to need help and encourages "experts" like me to help those users.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Mar 23, 2023 Mar 23, 2023

Copy link to clipboard

Copied

Adobe recognizes users need help because they intentionally make it challenging to unsubscribe, as evidenced by the hundreds of posts from users with the same challenges as me. My cancel button literally led to an infinite loop that did not allow me to cancel. The support agents try to waste as much of your time as possible instead of listening to what you ask for. An "expert" like you isn't going to change their support agent practices of wasting your time and making it difficult to cancel. 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Mar 23, 2023 Mar 23, 2023

Copy link to clipboard

Copied

I can show you a screen recording I took and post to YouTube/Reddit of the cancel button not working if you don't believe me. Your feedback for the community doesn't help if you can't cancel with an account integrated with a social media service

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Mar 23, 2023 Mar 23, 2023

Copy link to clipboard

Copied

Thanks though for the basic copy-paste text! I'm glad you are a community "expert" and put so much effort into your responses

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Mar 23, 2023 Mar 23, 2023

Copy link to clipboard

Copied

Quotes from the conversation after I requested already to cancel:

"You are welcome! I appreciate it. I will help you with a solution. Keeping your savings in mind, I'd like to offer you the Acrobat Pro at an exclusive price of USD 9.99/month + 3 free months after your first payment, also upon making changes there will be a pro-rated refund intiiated. How does that sound to you?" " I totally understand. If you wish to continue using the services, I will be happy to help you place an order for the Adobe PDF pack for USD 71.88 for the complete year. Adobe PDF pack is a downgraded product of Adobe Acrobat Pro DC plan which is used to convert, combine, sign, and share files with a collection of online tools. How does that sound to you? If you wish to continue using the services, I will be happy to help you place an order for the Adobe Acrobat Export PDF for USD 23.88 for the complete year. Adobe Acrobat Export PDF is a downgraded product of Adobe Acrobat Pro DC plan which is used to convert an unlimited number of PDFs to Word or Excel. How does that sound to you?"

 

After them delaying over and over again, I demanded they cancel it and they finally complied. What a shady business Adobe is running

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Mar 23, 2023 Mar 23, 2023

Copy link to clipboard

Copied

I’d like to sincerely apologize for the inconvenience you had to go through. I completely understand how frustrating this must be for you however, the only reason why the Support team offered you an exclusive price along with pro-rated refund is that we hate to let our customers go. 

We try our best to make sure that our customer is satisfied with our business, and I apologize for any way we may have inconvenienced you. We understand sometimes you just need to call it quits and we get it

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Mar 23, 2023 Mar 23, 2023

Copy link to clipboard

Copied

I don't think it's intentional.  More like your browser or Internet settings are getting in the way.

 

For best results, use a web device/browser that accepts cookies & doesn't have script blockers or VPN enabled.  Log -in to your account below.  Click on Manage Plans. 

https://account.adobe.com/plans  

 

===============
How do I Cancel my Subscription?
https://helpx.adobe.com/manage-account/using/cancel-subscription.html
===============
Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html

 

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Aug 09, 2023 Aug 09, 2023

Copy link to clipboard

Copied

Adobe is absolulty useless and cancelling a subscribtion of it is a NIGHTMARE... it is corruptionn and sssoo UN  ETHICAL..Imagine inntentionaly you can nnot access your account to manage it. Shame on the company. Please cancel very expensive uselsss subscription ASAP.

 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Aug 09, 2023 Aug 09, 2023

Copy link to clipboard

Copied

LATEST

you can't cancel via these forums. make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", 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-com...

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines