Been a Photoshop subscriber, but Adobe Acrobat Pro has been added to my account and billing me

[Vel W]

Hello, all,

I'm not sure if this is the right place to be posting this, but long story short, I've been an active Photoshop user with a subscriber this year, but sometime since July, my account was somehow given a Adobe Acrobat Pro that's been costing me a huge amount of money. I would never have realized it if I didn't check my debit card bill today.

It's now past the 14 days period to request a painless cancellation for me, but I feel really ambushed, and cancelling the plan costs me immensely too. Despite being a heavy Photoshop user, I don't really know what Adobe Acrobat Pro is (some fancy PDF viewer?). I don't even have it installed on my computer! This feels like a midunderstanding I don't know how to sort out. And the official customer service channel is all just AI and auto response at this point. I can't reach a human being to debate or even just try to understand this situation. What can I do, and what would you advise me do, in this case?

English is not my first language, so what I'm typing here might feel awkward to read. Thanks for bearing with me...

[creative explorer]

@Vel W Adobe offers various subscription plans. You were likely on a single-app plan for Photoshop. However, many users, especially those who start with a trial, can sometimes unintentionally sign up for a more comprehensive "Creative Cloud All Apps" plan. These plans often include a wide range of products, including Adobe Acrobat Pro, which is what's likely happening in your case. Adobe also offers promotions that can add a product like Acrobat Pro to your account for a limited time, and if you don't cancel, you get automatically charged when the promotional period ends. 

Based on the screenshot you provided, it looks like you had an active Adobe Acrobat Pro plan that you have since cancelled. Adobe's terms are quite strict about the 14-day cancellation window for a full refund. After that, they typically charge an early termination fee, which is often 50% of your remaining contract obligation. 

This is a user-forum, hopefully an Adobe Employee may see this

[Vel W]

@creative explorer Thank you for the quick response, and for the detailed explanation!

Hmm. I think I understand what you mean. I suppose I'll have to know at what point this signing up for extra apps could have occured. For context, I've subscribed for Photoshop since February. This Adobe Acrobat Pro only came on July 11. And as you've accurately pointed out, cancelling it has resulted in a substantial expense (early termination fee) for me, though it's still better than paying the equivalent of $280+ USD for something I might never use.

Suffice to say, I'd still really like to appeal (or at least try to). So, as you said, hope an Adobe Employee would be able to assist. I'm not really the richest person around, Photoshop is essential to my personal projects but this expense from Acrobat Pro...while the $ it may seem margin to some, it's a financial burden I cannot ignore. I'm now having to scroll over my various online subscriptions to debate which to cancel or pause to make ends meet. Not looking pretty nor pleasant, I admit.

But still, thank you for dropping by and offering your insight.

[Kanikas]

Hi there, 

Kindly check your personal message on the community. 

Thanks 

Kanika