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Billing for Software we no longer use

New Here ,
Jan 19, 2023 Jan 19, 2023

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We purchased a discounted monthly cost for Adobe Acrobat through Tech Soup in August 2022.

 

The software was installed and we have been paying a monthly fee for it since then.

 

We no longer have a need for the software. It has been uninstalled from the our PC but we are still being billed for it. Unfortunately I do not have the softeare license key: All I have is the Tech Soup Request Number.

 

How can I stop the billing for this product?

 

Tony Hanson

Dallas Genealogical Society,

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Community Expert ,
Jan 19, 2023 Jan 19, 2023

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There's no serial number if it's a subscription. Using the account on Adobe.com where it's registered go here, and follow the instructions provided: https://helpx.adobe.com/manage-account/using/cancel-subscription.html

 

 

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Community Expert ,
Jan 19, 2023 Jan 19, 2023

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[MOVED TO THE ACCOUNT, PAYMENT, & PLAN DISCUSSIONS]

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Community Expert ,
Jan 19, 2023 Jan 19, 2023

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You can also go to Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies on your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

or Twitter:
https://twitter.com/AdobeCare

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Community Expert ,
Jan 19, 2023 Jan 19, 2023

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you'll be billed until you cancel your subscription. and, if you have an annual subscription that's being cancelled early, there's a penalty.

 

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...

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Community Expert ,
Jan 19, 2023 Jan 19, 2023

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>It has been uninstalled from the our PC but we are still being billed

 

For anyone else reading this, removing a program is NOT the same as cancelling a subscription

 

A subscription is a contract to pay... that contract must be cancelled for the payments to stop

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Community Expert ,
Jan 20, 2023 Jan 20, 2023

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You have purchased an annual subscription (TechSoup does not sell the product, TechSoup validates your Non-Profit status), and you will be billed until you cancel, as these subscriptions renew automatically. If you cancel early, you will have to pay an early termination fee of half of the remaining obligation. If you look at the FAQ below, TechSoup is talking of a refund of half of your remaining obligation. You do not get money, you have to pay… But you do not need to pay the full price for your remaining obligation.

 

https://www.techsoup.org/support/articles-and-how-tos/adobe-donation-program-technical-faq

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Jan 20, 2023 Jan 20, 2023

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The FAQ repeatedly uses the word "cancel" but doesn't tell me how to
cancel.

--Susan

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Community Expert ,
Jan 20, 2023 Jan 20, 2023

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@DGS ADmin/susan

 

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...

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Community Expert ,
Jan 20, 2023 Jan 20, 2023

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@DGS ADmin (Susan)

Login below.  Click on Manage Plan > Cancel.

https://account.adobe.com/plans

 

NOTE If cancelling before your 12th month (end) of service, there's a 50% early termination fee for remaining months.

 

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

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Community Expert ,
Jan 20, 2023 Jan 20, 2023

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LATEST

 

quote
The FAQ repeatedly uses the word "cancel" but doesn't tell me how tocancel.--Susan
By @DGS ADmin

The short:
https://account.adobe.com/plans  → Manage plan →  Cancel.

ABAMBO | Hard- and Software Engineer | Photographer

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