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Cancellation charges - surely this isn't legal?!

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I signed up to the adobe pro trial and forgot to cancel it. I literally never use it. I saw the charge today and was reminded to cancel it. I come on to the site to attempt to cancel and am told I'll be charged almost 60 quid for an 'early cancellation' even though it's a monthly subscription!! How is this legal? It's a monthly subscription and it's really not clear that there will be extortionate charges if you want to then cancel the product (that you've never even used).

I'm completely appalled and will never use this product again. Has anyone else experienced this?! Is there any way to stop the money coming out of my account? I really can't affort it...

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kgladCorrect answer

Community Expert

there's no penalty for canceling a monthly subscription. however, if you Agreed to an annual subscription (paid monthly) there is a penalty for breaking that commitment.

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 2 ways to contact adobe; chat and twitter (now x):

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/x:
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.

D

defaultn1t02op1yddk

Participating Frequently

SOLUTION: In “manage account” change your plan to any other plan, the window to cancel for free (14 days) is reset as this change of plan is treated as a new subscription/contract agreement, and you can just immediately cancel the new plan for free. You will even get money back from what was already charged from your previous suscription.

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ShivangiGupta

Community Manager

Hi @defaultn1t02op1yddk ,

We just want to add an important clarification for anyone who may come across this post.

While Adobe allows eligible customers to change their plans, the official documentation does not indicate that changing a plan resets the 14-day cancellation/refund period. Adobe's cancellation terms refer to 14 days from the initial purchase, and cancellation charges may apply after that period depending on the type of subscription.

Additionally, when a plan is changed, Adobe states that the previous plan is cancelled and a refund may be provided where applicable, rather than guaranteeing a refund of previous payments.
For this reason, we wouldn't recommend using a plan change as a method to avoid an applicable cancellation fee.

Please refer to these articles for clarity:
Change plan: https://helpx.adobe.com/account/individual/subscriptions-and-plans/plan-changes-and-upgrades/change-adobe-plan.html
Subscription terms: https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

Let us know if you have any additional questions.

^Shivangi

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^Shivangi

R

RickRK

Participant

agent

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AkanshaAshra

Community Manager

Hi @RickRK

Thank you for reaching out.Could you please share a few more details about the issue you’re facing? This will help us better understand the situation and guide you in the right direction.

^Akansha

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gupta shivangi

Legend

Hi Kristy,

We appreciate you writing in sharing your experience. I checked your account details and found that you subscribed to Adobe Acrobat in 2022 and then in 2024.
As per the Adobe policies, the free trial can only be used only once. If you subscribe to the app again, you will be charged with the subscription charges. Perhaps this is the reason you are seeing those charges in your bank account.

I hope it clarifies the query.

Let me know if you have any questions.

Thanks,

Shivangi

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John T Smith

Community Expert

When you 'click to agree' to the subscription terms while starting a subscription, that means that you really do need to read BEFORE you enter your credit card number to buy a subscription
-LONG discussion here, with link to Nancy O'Shea 'arrows' in subscription information
-And the difference between an actual Monthly subscription and Annual paid Monthly

-If you are a student, all student subscriptions are annual, there is no 'once a month' purchase

My Oct 4 2023 reply here discusses the different payment plans
https://community.adobe.com/t5/account-payment-plan-discussions/adobe-scam-1-year-subscription-payment/td-p/14133040
AND
https://community.adobe.com/t5/account-payment-plan-discussions/adobe-s-subscription-amp-cancellation-terms/td-p/12648724
https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

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K

kirsty_7500

Participant

Thanks everyone. Nancy - to cut a long story short it was something I thought I needed then realised I didn't. Then forgot to cancel. I'm a human juggling working mum. Sometimes these things happen. Maybe they don't to you (your tone sounded quite cross), but they do to me!

It also turned out I had a subscription to a graphic design package which was def fraud of some kind. I would never get this as it's not my line of work. Charges were all over the place- some months one was charged, other months the other was charged, some months both were charged. Adobe are looking into why that happened.
They have also cancelled for me. So my top tip to anyone reading this would be: go to adobe direct, not community support.

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kglad

Community Expert

@kirsty_7500

thanks for that. and for others, as posted above, there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, 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/x:
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.

Translate

kglad

Correct answer

Community Expert

there's no penalty for canceling a monthly subscription. however, if you Agreed to an annual subscription (paid monthly) there is a penalty for breaking that commitment.

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 2 ways to contact adobe; chat and twitter (now x):

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/x:
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.

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K

Kirsty362860955k14Author

Participant

I had NO idea I'd committed to an anual subscription. I would never do this, as I've never used the product. It seems like a bit of a con to me. Where is it clear that this is annual, and that there's a cancellation fee? Also why was it 9.99 a month and jumping suddenly to 19.99 a month?

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kglad

Community Expert

repeat your original steps(stopping short of entering payment info and actually subscribing, of course).

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K

Kirsty362860955k14Author

Participant

Plus, just to add, the thing I signed up for was supposed to be £9.99 a month, so suddenly seeing 19 on the site PLUS the cancellation fee makes me wonder if something sneaky is happening with this company and its subscription policies...

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AngelA

Participant

Yes, a similar thing happened to me. I have been on the teach plan for several years and in the las 2 months I noticed that my bill went from £28.99 to £66.49. I never received any notice as to why they have increased the prices, I only found out here when I tried to cancel my membership so I was charged the extortionate amount next month, only to find out they will charge me £332.46 for cancelling! WTH. This is daylight robbery. I am pretty sure this wasn’t in the small prints when I signed up nearly 10 years ago. 😡

There is no way to contact them directly, only FAQs and bots that lead you nowhere. I have always been a fan of Adobe but I will definitely not recommend it to anyone, especially now there are much more affordable tools that can do just as good a job.

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kglad

Community Expert

@AngelA

one month prior to subscription renewals adobe sends an email with the updated cost. it’s not unusual for that email to be routed to the users spam folder.

also, you can contact adobe support directly either via chat or social media.

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