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Answered

Adobe's request for cancellation fee

Forum|Forum|3 years ago
November 21, 2022
5 replies
1730 views

Hi Adobe community,

I had 2 active subscriptions cumulated : 1 Photoshop + 1 Adobe Illustrator.

Now I want to use Dreamweaver in addition. So I upgraded the AI subscription to the Complete Creative Cloud subscription, which includes all 3 : PS + AI + DW (+ some others).

Obviously, I do not have to pay for my original PS subscription any more because it is included in the Complete CC, so I requested to cancel it.

How can Adobe ask for cancellation fee (53,95€) in this condition ? Did I do something wrong ? Or do you really consider I should have paid TWICE for PS ?? This is not fair ! Please Adobe, what do you propose ? Or you other user, did anyone of you face such situation ?

Looking forward to reading your comment (especially Adobe's).

Kind regards. Eric

Billing

This topic has been closed for replies.

Correct answer Imaginerie

Some cancellations/upgrades are best done via live chat. I have done that in the past and the CS agent usually handles everything. I think I first contacted them, because there were bits in the agreement I didn't understand (I didn't think cancelling and then subscibing again was clear) so I decided to contact a real human. At the end they handled everything from start to finish, making sure I get my new payment going through the same channel as the old one, and making sure I didn't pay twice, even for a single day. (I got my half month Photo plan money back). So, I would say, before commiting, connect to your Adobe account and check for the webchat at the bottom right. You'll get a bot at first, but you can ask to speak to a real person.
Hope it helps!

Nancy OShea

Community Expert

An Adobe Support agent can waive the early cancellation fee for you since you're upgrading. But the automated online cancellation system won't because it's not human and can't make those kinds of decisions. Contact support via phone or online chat.

CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

Nancy O'Shea— Product User & Community Expert

RicoucouAuthor

Participating Frequently

Thanks to you all, @Imaginerie , @jane-e, @kglad , @Peru Bob , @ProDesignTools , for your quick and useful answers. I'll follow your advice and try to reach a human during day !

And report to you for results.

Gd night. Eric

kglad

Community Expert

keep us updated.

ProDesignTools

Community Expert

Definitely contact Adobe Customer Care, as other Experts have suggested above. Adobe does not normally charge fees when customers change or upgrade plans – but here it seems because you began with two plans, you could only upgrade one of them... Furthermore, Adobe usually restricts users from buying multiple plans which overlap, like you wound up with.

Hopefully, their Customer Support team will see it the same way, and adjust your account.

jane-e

Community Expert

That's a great link @ProDesignTools , I'll have to remember that one!

Jane

ProDesignTools

Community Expert

Thanks, Jane!

jane-e

Community Expert

Adding to @Imaginerie 's correct answer, only Adobe Customer Care can sort this out for you. Don't respond to spammers who may PM you.

Try the link to auto-open the Chat:
https://helpx.adobe.com/contact.html?rghtup=autoOpen

If your browser blocks the Chat window, try the troubleshooting tips here:
https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703

If you can't find out why your browser is blocking Chat, you can also send a tweet to @AdobeCare.

You can find phone numbers here (you may be on hold for a while):
https://helpx.adobe.com/contact/phone.html

I've moved your post from Photoshop to Account, Payment, & Plan.

~ Jane

Imaginerie

Correct answer

Community Expert

Some cancellations/upgrades are best done via live chat. I have done that in the past and the CS agent usually handles everything. I think I first contacted them, because there were bits in the agreement I didn't understand (I didn't think cancelling and then subscibing again was clear) so I decided to contact a real human. At the end they handled everything from start to finish, making sure I get my new payment going through the same channel as the old one, and making sure I didn't pay twice, even for a single day. (I got my half month Photo plan money back). So, I would say, before commiting, connect to your Adobe account and check for the webchat at the bottom right. You'll get a bot at first, but you can ask to speak to a real person.
Hope it helps!

RicoucouAuthor

Participating Frequently

Hi Adobe community,

I had 2 active subscriptions cumulated : 1 Photoshop + 1 Adobe Illustrator.

Now I want to use Dreamweaver in addition. So I upgraded the AI subscription to the Complete Creative Cloud subscription, which includes all 3 : PS + AI + DW (+ some others).

Obviously, I do not have to pay for my original PS subscription any more because it is included in the Complete CC, so I requested to cancel it.

How can Adobe ask for cancellation fee (53,95€) in this condition ? Did I do something wrong ? Or do you really consider I should have paid TWICE for PS ?? This is not fair ! Please Adobe, what do you propose ? Or you other user, did anyone of you face such situation ?

Looking forward to reading your comment (especially Adobe's).

Kind regards. Eric

kglad

Community Expert

the subscription terms are there when you start a trial or subscription.

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 by using a browser that allows popups and cookies, contact adobe support by clicking 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
inform the agent that you want to cancel.

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