Cancelling a yearly subscription

[sayo27727556bda9]

I have a yearly subscription for the creative cloud that's paid monthly and i'm looking to cancel it before it renews in January. At what point is it possible to cancel without paying the early cancellation fee? Do I have to wait until it's about to renew or do I cancel earlier?

[kglad · Accepted solution]

cancel after your december payment is made and before your renewal date.  

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 3 ways to contact adobe; chat, phone and 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.

phone:
https://helpx.adobe.com/contact/phone.html

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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[sayo27727556bda9]

Thanks, but I've already paid the december fee and there's still a cancellation fee when I try to cancel. I'm not sure what the reason could be. 

[kglad]

what is the fee?

has adobe received (and acknowledge receipt) of your last payment?

[sayo27727556bda9]

It's an early cancellation fee of €49. Adobe has provided me with invoices for my payments of all 12 months of the subscription.

[kglad]

there's an error somewhere.  you should contact an adobe agent and ask them to fix this by cancelling your subscription and removing that fee. 

if you use chat, you'll get a transcript of the conversation.  keep it to document that you were told there would be no fee, just incase the fee is later reapplied.

there are 3 ways to contact adobe; chat, phone and 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.

phone:
https://helpx.adobe.com/contact/phone.html

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...

[sayo27727556bda9]

Okay, thank you.

[kglad]

you're welcome.  please follow-up and post here the outcome of your contact with adobe support.

[Rashmi27002770wxve]

Hi there,

Happy to help!

We have checked your account and we see that you have an active Photography subscription under the email address associated with the community.

I understand that you wish to discuss on the billing issue however, since this is a community forum and we will not be able to discuss any account or refund related information, I would request you to contact our Customer Support team and you will get all the help you require in order to resolve the issue.

Please use the link below to connect with the Adobe Customer support via chat or on the phone. You must be signed in with your Adobe ID.

https://helpx.adobe.com/contact.html?rghtup=autoOpen

Please do not share any personal/confidential information like email ID, bank details, etc here. This is a public forum.

Let me know if you have any more questions, comments, or concerns.

Thank you,

Rashmi Swain

[sayo27727556bda9]

Hi Rashmi, is there any way you could give me a custom service number to call? I'm having trouble finding one at the moment. Thanks.

[kglad]

@sayo27727556bda9 

the phone link was given above. but again 

there are 3 ways to contact adobe; chat, phone and 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.

phone:
https://helpx.adobe.com/contact/phone.html

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...

[Rashmi27002770wxve]

Hi there,

As advised earlier by @kglad, you can get in touch with the Customer service with the help of the links given below:

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.

phone:
https://helpx.adobe.com/contact/phone.html

Regards,

Rashmi

[sayo27727556bda9]

I had a chat with a member of staff and the issue has been resolved now. Thank you very much for your help.

[kglad]

good to hear!

[Rashmi27002770wxve]

Great to know! You are most welcome.