Creative Cloud Auto-Renewal cancellation for deceased client.

[Tim A. Wilson]

I have been working with an elderly client over the past 18 years with his computer needs.  He was an avid photographer and had worked with Photoshop for over 10 years.  He passed away 7 months ago at age 92, and I recieved a distressed phone call from his wife today (October 15th 2020) about a charge to their credit card.  The charge was made September 28th, 2020, and it's listed as $677.86 USD for Creative Cloud, so we assume he had signed up for an annual subscription.  We're trying to gain access to his Google Chrome account where we'll hopefully find a record of his initial application and possibly login credentials to his Adobe transactions.  Any advice would be appreciated.

[John T Smith]

This is a public forum, you need the link to Adobe support, not other users
Be sure to remain signed in with your Adobe ID before accessing the link below
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact/support.html for chat or https://helpx.adobe.com/contact/phone.html
-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
.
Also: beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

[Tim A. Wilson]

Thank you for the information John.  I'll follow your links.

[Just Shoot Me · Accepted solution]

Simply have her Dispute the charges and then have the bank/cc company issue a new card number.

And then tell the bank/cc company to not allow any charges to the old number

[Nancy OShea · Accepted solution]

Whoever is in charge of the deceased member's estate should have notified credit cards, banks, creditors, lenders, property tax assessor, etc.. that the party is deceased.  Bank accounts and credit cards should have been closed and new accounts established in the surviving spouse's name.   If this wasn't done, the widow could be on the hook for many more surprises.