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Can't find account linked to charges

New Here ,
Nov 18, 2019 Nov 18, 2019

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Hi everyone,

 

My credit card has been billed by Adobe for years and I did have Photoshop before, however I haven't used it in a very long time. Today I tried to log in but I completely forgot which email address was actually linked to my subscription. I checked all of them (personal and business) and they all said 'no orders'.

 

I tried the support chat and didn't get connected to an agent for 2 hours and gave up.

I wanted to call but it says I don't qualify for phone support because this account is a non paying customer. I need this solved, thanks.

 

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correct answers 2 Correct answers

Community Expert , May 19, 2021 May 19, 2021

When did you join? 

The trial version is for 7 days only. 

On day 8 it will automatically convert to a paid plan and begin billing your credit card each month for 12 months. 

You may cancel within 14 days of joining without penalty.  However after the grace period, there is 50% early termination fee.

 

===============
Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html

 

1. With a browser that accepts cookies and does not have script blockers, please log-in to y

...

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Community Expert , Aug 02, 2023 Aug 02, 2023

@Bre2514 

 

contact adobe support via chat or 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.

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 lo

...

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Community Expert ,
Nov 18, 2019 Nov 18, 2019

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This is a public forum, not the link to Adobe support

Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that wait times are sometimes long before an agent responds
.
You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
You MUST also allow 'cookies' in your web browser for the link to work
This will NOT work if you are using a VPN
.
This link will go directly to the chat option
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent in the lower right, without the quote " " marks
or
Twitter tweet @AdobeCare
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

Talk to your credit card company about stopping the payment

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Community Expert ,
Nov 18, 2019 Nov 18, 2019

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Evidently, you have a free Creative cloud membership attached to the e-mail address and password you used to log-in to your Account.  

hrtrps://account.adobe.com/Plans/

 

Benefits of a free Creative Cloud membership

https://helpx.adobe.com/creative-cloud/help/benefits-creative-cloud-free-membership.html

 

If you want to use Photoshop, I suggest you order a paid Photography Plan for USD $10/month for 12 months.   Or buy the All Apps Plan on the Black Friday Special (good until the 29th of this month) for $30/month for 12 months.

https://www.adobe.com/creativecloud/plans.html

 

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

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LEGEND ,
Nov 18, 2019 Nov 18, 2019

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If at one time you had a Subscription to Photoshop and you Never Cancelled that subscription that is why you are being charged every month.

 

Doesn't matter whether or not you used the program. If you never Cancelled the subscription it Auto Renews every year.

 

I will post a request for a Staff member to look at your problem.

 

You can Cancel that subscription yourself but you need to know the Adobe ID, An Email address and Password, that was used to buy the subscription originally.

 

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New Here ,
May 18, 2021 May 18, 2021

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Hi! Did you ever get this resolved? I'm having the same issue. Was being charged for years, those plans have been cancelled, no problem. Recently, I resubscribed, finally updated my computer to use the newest version of Ps, but my account says I've been using a free version and I don't see my card info or order info anywhere, yet I've been being charged for months now and it doesn't appear to be attached to the account I would have used to set it up. I assumed since I'm paying for it, all I needed to do was download the update to use the apps. I don't even know how to cancel it at this point...

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Community Expert ,
May 19, 2021 May 19, 2021

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When did you join? 

The trial version is for 7 days only. 

On day 8 it will automatically convert to a paid plan and begin billing your credit card each month for 12 months. 

You may cancel within 14 days of joining without penalty.  However after the grace period, there is 50% early termination fee.

 

===============
Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html

 

1. With a browser that accepts cookies and does not have script blockers, please log-in to your account portal below.  Click on Manage Plans button.
https://account.adobe.com/plans

 

2. Scroll down to Adobe Help Center on the same page.
3. Online chat is available in English 24/7.
4. Alternately, phone customer service M-F during normal business hours.
https://helpx.adobe.com/contact/phone.html
===============
How do I Cancel my Subscription?
https://helpx.adobe.com/manage-account/using/cancel-subscription.html

Hope that helps.

 

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

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New Here ,
Aug 17, 2021 Aug 17, 2021

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I too am having this same problem and have no idea how to resolve it. There is no record of any active subscriptions linked to my adobe account and no adobe account linked to my other email address. 

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New Here ,
May 31, 2022 May 31, 2022

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Its funny I read every reply to everyones problem listed on here....and not one of the answers helped with the issue. The problems were explained crystal clear and the answers dont allign. Doesnt seem like people who answered even understood the issue. I to am having the same issue.  Telling me to change a plan that isnt showing up in the first place doesnt help (whats there to change/cancel??-yet my card is being billed). Is that the IT non answer to keep the billing going? 

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Community Expert ,
May 31, 2022 May 31, 2022

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@Troy24677339whnr,

1. You're resurrecting an old topic from 2019 that's unrelated to your issue.

 

2. If you're being billed for something you didn't order, contact your bank immediately!!   Your card may have been electronically skimmmed without your knowledge. 

 

3. Adobe can't help you with you a compromised credit card because they are vicitims too.

 

That said, make certain you or a family member didn't order another Adobe plan under a different ID (email).  Your bank will ask you to sign legal papers before they launch a fraud investigation with law enforcement and close your account to further charges. 

 

Good luck!

 

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

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New Here ,
May 31, 2022 May 31, 2022

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I had a trial membership. I was billed on my credit card April 28th for $24.99. It reads ADOBE ACROPRO TRIAL. I have an adobe account and it shows no plans active under my account. So was it a one time charge that I will not get charged again. 

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Community Expert ,
May 31, 2022 May 31, 2022

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Acrobat Pro costs USD $14.99/month for 12 months unless you cancel it.

 

FREE Acrobat Reader -- view, comment & sign PDF.
https://acrobat.adobe.com/us/en/acrobat/pdf-reader.html

Paid Acrobat Pro DC -- the complete solution for creating, signing, saving & printing PDF.
https://acrobat.adobe.com/us/en/acrobat/acrobat-pro.html

How do I Cancel my Subscription?
https://helpx.adobe.com/manage-account/using/cancel-subscription.html
===============
Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html

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 & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Aug 02, 2023 Aug 02, 2023

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Hi, I'm having this problem too and I'm still speaking to customer service. my plan doesn't exist somehow and there's no record of it yet i've been being charged every month 32.65 for close to 2 years. 

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Community Expert ,
Aug 02, 2023 Aug 02, 2023

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LATEST

@Bre2514 

 

contact adobe support via chat or 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.

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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