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Cannot Cancel Subscription

New Here ,
Sep 24, 2019 Sep 24, 2019

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I am writing on here because Adobe has made it essentially impossible for me to cancel my subscription, and I refuse to let Adobe's convoluted cancellation procedures leave me stuck with a subscription that I don't even use anymore.

I noticed today on my billing statement that my Lightroom subscription was renewed for another month -- this I have no problem paying for, since it was on me for not remembering to cancel my subscription earlier.

However, when I try to follow the steps to cancel my subscription, the "Manage Plan," "View Plan," and "Cancel Plan" buttons are missing entirely.

Instead, I'm given a bogus alert saying "There is an issue with your payment details," and the only button I'm given is a "Manage Payment" button.

First of all -- zero changes have been made to the credit card being used to pay for this subscription, and this is made even more obvious by the fact that the charge for this renewal literally appeared on my billing statement today.

When I try to "update my billing information" (with the same information because, again, there is nothing wrong with it), the page just refreshes and the same error message appears... there is zero indication that they even did anything!

To make matters worse, I have now been waiting to be "connected to a specialist" via the online chat for an hour and a half.

 

Adobe. Cancel my subscription. I'm done playing games.

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correct answers 1 Correct answer

Community Expert , Sep 25, 2019 Sep 25, 2019

I’m sorry for not being able to provide a solution.

 

As long as there are payement issues you can’t self-cancel. You need to contact customer service! In the chat, type « agent » to get a human answering your request.

 

 

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LEGEND ,
Sep 24, 2019 Sep 24, 2019

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I'm sorry to hear of the problems but this is a user to user forum and we are unable to help with account issues. You will need to start another chat session with an Adobe agent to get this resolved.

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Sep 25, 2019 Sep 25, 2019

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Moved to correct community.

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Community Expert ,
Sep 25, 2019 Sep 25, 2019

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I’m sorry for not being able to provide a solution.

 

As long as there are payement issues you can’t self-cancel. You need to contact customer service! In the chat, type « agent » to get a human answering your request.

 

 

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Mar 15, 2021 Mar 15, 2021

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exact same problem. where do i talk to a human? cheers

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Community Expert ,
Mar 15, 2021 Mar 15, 2021

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Adobe customer care can be contacted here: https://helpx.adobe.com/contact.html - click the small callout at the lower right of the screen and type "agent".

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703)

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Feb 20, 2022 Feb 20, 2022

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I have the same situation, followed all steps of tutorial and after Manage Suscription I just don't get the Change Plan or Cancel Plan buttons. nothing shows but some buttons that loop me out of Adobe's cancellation process. To make this even worse, I'm paying 2 times the same suscription, one through Adobe CC and one through Apple Store. When attempting to cancel Apple suscription guess what? Looped into Adobe's greedy platform.

 

I'll chat with adobe agent but this should be penalized, I will update with results.

 

*frustration face*

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Community Beginner ,
Nov 07, 2023 Nov 07, 2023

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I agree , This Cheting by Adobe should be publish on Social Media 

 

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Community Expert ,
Nov 07, 2023 Nov 07, 2023

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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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Community Expert ,
Nov 07, 2023 Nov 07, 2023

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This is not cheating! As long as there is a payment issue, you can't self cancel. Check with customer support as of @kglad's indications.

ABAMBO | Hard- and Software Engineer | Photographer

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