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AVOID! CANT CANCEL WITHOUT PAYING HUGE FEE

New Here ,
Jan 06, 2023 Jan 06, 2023

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AVOID SUBSCRIBING! MUST PAY TO CANCEL AT ANY TIME! I have subscribed to adobe for seven years. It has always automatically renewed in December each year. It's January 6th and I've just tried to cancel as I can't afford it any more and they essentially say I have to pay £45 to cancel! I was given no option to cance the auto renew, there's nobody to contact to register my wanting to cancel or even stop the auto renewal! I planned to temporarily cancel and start again when I could afford it again, this has totally put me off ever returning to using this product again. What do they need the £45 fee for exactly when im doing all the admin to cancel myself anyway and theorems nobody to pay to contact 

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correct answers 1 Correct answer

Community Expert , Jan 06, 2023 Jan 06, 2023

you should cancel around the time of renewal, not one month later to avoid the automatic penalty being applied.

 

despite the penalty assessment, adobe support may opt to waive if you can think of some reason you failed to cancel in a timely fashion.  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 qui

...

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Community Expert ,
Jan 06, 2023 Jan 06, 2023

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you should cancel around the time of renewal, not one month later to avoid the automatic penalty being applied.

 

despite the penalty assessment, adobe support may opt to waive if you can think of some reason you failed to cancel in a timely fashion.  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...

 

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

 

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.

 

<moved from using the community>

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Adobe Employee ,
Jan 06, 2023 Jan 06, 2023

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Hi there,

 

Thank you for wrinting to us. Happy to help!

 

To answer why the fee will be charged, please read the article to learn about cancellation terms for your subscription.

https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html#cancel

 

As suggested earlier, cancellation should be done during renewal period and not after the subscription has renewed as then you will have to incur the penalty charges. Having said that, I would request you to contact our Customer Support team and you will get all the help you require in order to resolve the issue.

 

Please do not share any personal/confidential information like email ID, bank details, etc here. This is a public forum.

 

Hope the information was helpful to you. Please let me know if you have any further questions.

 

Sincerely,

Rashmi Swain

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New Here ,
Jan 06, 2023 Jan 06, 2023

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Yes, it says you have to pay 50% of the fee if you cance after the "initial purchase". Legally speaking my initial purchase was in December 2016. I have never been given an annual option to renew, no notification it just renewed. 

Also, I see it claims to send an email notifying auto renewal. This is a lie, I've never received any auto renewal notices, or I'd have been aware and cancelled last month. Also when you contact them on chat they just drop you and ignore you! 

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Community Expert ,
Jan 06, 2023 Jan 06, 2023

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LATEST

@AmyWillis 

 

did you type "agent" in the chat field and wait for a response?

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