Cancelled payment and change of plan

[nesienesa]

Hello,

I had a yearly plan for Adobe Acrobat Pro, but as a student it was too much money. So I decided to change my plan to a much cheaper version. I did so and they charged me for this month for the cheaper version, but I received an email with information about the unpaid payment for the previous version, because I changed the plan on the same day that the previous version was supposed to be paid for the next month. But I was still charged for the cheaper one. I decided to cancel the cheaper plan altogether, so I see in my account that there is no available plan on my account. So should I worry about the previous version? Should I send money? Since I have a student account, I didn't have the money for that, but it would be enough to pay by just sending money to the linked card, but it would be a really big expense. Thank you very much.

[creative explorer]

@nesienesa  The email about the unpaid payment for the previous version likely triggered because of the timing of your plan change. Adobe's billing systems might operate on a different time zone than where you are live. So, even though you changed your plan on the same day the old one was due to renew in their time zone, their system might have already initiated the renewal process for the previous plan. That's why you should always do it a couple or three days beforehand (due to internet being down, servers down, computer breaks!)

Since you were charged for the cheaper plan for this month and then cancelled it, your account should indeed show no active plan. However, that doesn't automatically resolve the pending payment for the previous subscription. Adobe will likely continue to try and collect the payment for the previous plan since their system registered a renewal before the cancellation took effect in their time zone.

Before you send any money, I would strongly recommend contacting Adobe Customer Support directly to explain your situation. You can usually find their contact information on the Adobe website at the very bottom, either through a chat function or a phone number. Explain clearly that you changed your plan due to affordability as a student, that you were charged for the new, cheaper plan, and that you then cancelled it. Mention that the email about the unpaid payment seems to be for the previous plan that you intended to cancel by switching. Good luck! 

[Shivangi_Gupta]

Hi @nesienesa,

Thanks for reaching out. I could not find any active subscription associated with this email address now. You canceled the subscription yesterday. However, I can see that you had subscribed to Adobe Acrobat Pro and Standard both. You canceled the subscription yesterday. This was the reason you were getting double charged.

Let me know if you have any questions. 

^SG