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Cancel subscription that auto-renews without account information

New Here ,
Aug 01, 2022 Aug 01, 2022

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We bought a subscription to Adobe Creative Cloud for my son. The subscription was setup to auto-renew yearly. My son no longer knows the account information that was used to setup the yearly subscription. I am trying to cancel it but without the account information Adobe won't let me cancel. When I got into my account the Adobe Creative Cloud yearly subscription does not appear but my credit card is getting charged. I've reached out to Adobe but I was not able to get any help in cancelling a subscription when I don't have the account information. Any ideas?

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Account management , Billing

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Community Expert ,
Aug 01, 2022 Aug 01, 2022

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@Jesus25482966k5zk wrote:

When I got into my account the Adobe Creative Cloud yearly subscription does not appear but my credit card is getting charged.


How were you able to login if you don't remember your account information?

-Manan

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New Here ,
Aug 02, 2022 Aug 02, 2022

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We bought Creative Cloud for my son as a student. The Adobe account that I have is not the account that was used to purchase Creative Cloud and I assume why Creative Cloud does not show up in my account

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Community Expert ,
Aug 02, 2022 Aug 02, 2022

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Please go to Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
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

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Community Expert ,
Aug 02, 2022 Aug 02, 2022

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the needed account information is the email address used to subscribe to the annual subscription.

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New Here ,
Aug 02, 2022 Aug 02, 2022

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Unfortunately, Creative Cloud was bought using a student email address which is no longer valid as my son is no longer at the school. My son also does not remember the email address/password to get into the account.

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Community Expert ,
Aug 02, 2022 Aug 02, 2022

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using a browser that allows popups and cookies, contact adobe support by clicking 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

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.

p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

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