Death of subscriber

[louise28193213qzsc]

Hi, My husband, who had an account, has suddenly died. i want to cancel his Adobe Acrpro subs. Please point me in the right direction. I cant sign in to his account as i dont have the logins . many thanks.  Louise

[kglad · Accepted solution]

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...

[louise28193213qzsc]

Thank you.

[kglad]

you're welcome.

[Jeff A Wright · Accepted solution]

Louise, I am very sorry for your loss. I am sure this is a very difficult time for you. Please contact our support team at https://helpx.adobe.com/contact.html?rghtup=autoOpen so that assistance can be provided with locating the account and canceling the membership.  

I would recommend being prepared with any e-mail addresses, phone numbers, or billing addresses that may be associated with the account, Lousie. We can use this information to find your husband's account.

You are currently posting in a public discussion forum; if the chat window does not open when you click on https://helpx.adobe.com/contact.html?rghtup=autoOpen then use a different device to begin the secure chat session, Louise.

[louise28193213qzsc]

Thank you for your help. All sorted now.

[Jeff A Wright]

Thank you for the update, Louise! I am sorry that you have to deal with these types of arrangements. I hope you have a great day!

[Peter35721283meqe]

Hi, my husand passed away in June 2022 and thought his account had been cancelled.  The subscription fee is still going through his closed account.  How do you cancel his account with Adobe?  It does not recognise his loging in details but still takes the subscription every month.  It is so difficult to get in contact with Adobe.  They should make it easier to cancel bereaved members as it will be obvious they may not have their details. Thanks

[kglad]

@Peter35721283meqe 

you'll probably need to use twitter/x.  

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.

[Peter35721283meqe]

Hi, Clicked the chat field and got the Adobe Virtual Agent.  Kept typing agent, to speak to a human, but it does not recognise the email address.  Just keeps coming back 'do you have another email that may be linked to the account'.  

[kglad]

that's why i stated, you'll probably need to use twitter/x