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Billed for Free plan.

New Here ,
Sep 19, 2020 Sep 19, 2020

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How do I get ahold of Adobe?  I had a trial plan then failed to cancel so was charged $9.99 on September 15th., which is fine because I failed to cancel.  Also I received an email from Adobe asking me to join because the free plan was expiring, I never responded and they joined me up anyway.  However, when I went into my account to cancel the plan, it says I have a free plan.  How can this be right?  I can't get ahold of support because they say I have a free plan and not eligible for support.  If they are charging me I obviously don't have a free plan and can't get a hold of anyone to resolve.  Does anyone have a phone number, email I can contact??

Sydney

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Adobe Community Professional ,
Sep 19, 2020 Sep 19, 2020

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Adobe does not use email for support

Be sure to remain signed in with your Adobe ID before accessing the link below
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact/support.html for chat or https://helpx.adobe.com/contact/phone.html
-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
.
Also: beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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LEGEND ,
Sep 20, 2020 Sep 20, 2020

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For Your future reference.

Nothing is FREE. If you Sign up for something that is listed as Free and you have to give them a credit card number and then do not cancel that FREE offer you will be charged.

 

If it was truely FREE they would NOT ask for a CC number and at the end of the supposedly FREE Trial the program would simply stop working.

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Adobe Community Professional ,
Sep 20, 2020 Sep 20, 2020

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It sounds like you have more than one account -- a paid plan and a FREE plan.  Possibly for more than one device.

Pick up the phone, M-F during normal business hours.   Phone numbers vary by region. Google "Contact Adobe." 

 

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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