Cancellation fee, even after mail in may telling me my one year was over, and I'm now on monthly.

[rasmuss29977142]

I got a mail May 8th 2022 - telling me that my one year periode was over, and that I'm now on a monthly plan - with no yearly commitment. Yet - when trying to cancel my plan today, I'm told to pay a fee - what is up?!

[rasmuss29977142]

Here the mail in text - run through Google translate. I tried to follow the customer support links, very useless - tells me that I can reach out via Chat/Phone - I can absolutly not find any of these. I reckon this is just not avaible for us here in Denmark?

Renewal notice
Your annual subscription is automatically renewed 08-June-2022 (PT). The information on renewal is described below.
You will be charged DKK 74.0 (plus taxes) monthly. At the end of your one-year term, your subscription will automatically renew monthly until you cancel (price subject to change). No one-year commitment period is required after the first year. You can cancel at any time through your Adobe account or Customer Support.

[kglad · Accepted solution]

use a browser that allows popups and cookies and 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 you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.s. you can also use twitter to tweet @AdobeCare

p.p.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...

[rasmuss29977142]

Thanks kglad, thiat was very very helpful. Ended up having to dust off the Edge browser, before the chat widget showed up.

I got help from support, and the uncancelable plan, has now been cancelled. I hope this was just a fluke I ran into, and that many other customers are not tricked into paying a fee, when cancelling a plan, that is more than one year old.

In my case, my plan started 8. jun. 2021 - which match the time of the mail I got in may 2022. I hope it's just a bug, and that I was unlucky - as I could see many people just paying this fee.

The only positive experience here, was the quick help here - appreciate it again @kglad 🙂

[kglad]

you're welcome, and i'm very glad to hear you were helped.  (but i'm sorry for the stress while awaiting a favorable outcome.)