Deceased Account

[talented_Shredder]

Hi,

I received access to my deceased father's bank account and noticed that there were PayPal withdrawals. I contacted PayPal, and they provided me with the transactions in the PayPal account since my father's death on the 30th of April 2024. For a total of AUD$318.89.

What is the process of having these transactions credited back to the PayPal account, having been charged to a deceased person?

Thanks,

AT

[kglad]

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



and 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

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.



if you're unable to follow the steps described, you'll need to await help from an adobe employee for the next step.  (if you don't get a reply here from a badged employee within 24 hours, repost.)

[Jeffrey_A_Wright]

Andrew, sorry for your family's loss. You can use the steps in https://adobe.ly/3ElzWNb to request a password reset for your father's account. Once you have access, you can then complete the steps in https://adobe.ly/4cSTANm to cancel any active subscriptions or memberships. ^JW

[talented_Shredder]

Jeffrey,

Thank you very much for your reply.

I have blocked any further transactions on the PayPal side, so I don't think that I need to bother with cancelling the subscriptions or memberships. (or do I?)

What I am after is getting all of the charges reimbursed that have occurred via PayPal since my father's death and withdrawn from my mother's bank account. Who would I contact about that? I would provide them with a death certificate, court order, and any other documentation that might be required. I don't particularly want to post this information in a public forum.

Thank you.

AT

[Shivangi_Gupta]

Certainly!
We understand your point. Though I'm not sure of getting the charges reimbursed, I would recommend you to speak with our support team and start a private chat session here: https://adobe.ly/4jNoJE1

Let me know if you have any questions.

^Shivangi

[Abambo]

I have blocked any further transactions on the PayPal side, so I don't think that I need to bother with cancelling the subscriptions or memberships. (or do I?)

By @talented_Shredder

I'm sorry for your loss.

Legally the legal successor of your father (if I understand you well, this is your mother) would need to honour all contracts that your father made. As I can't think that Adobe will refuse your request, you will still need to cancel the contract. 

Whatever the outcome of this is, I wish you good luck. 

And you are right, not to post any private information here in this public forum.

[talented_Shredder]

I contacted and spoke with the support team on the 22nd of April, 2025, and was told that they would forward my request up to the next level. I have not heard anything since.

Cheers,

AT

[kglad]

check for an open ticket, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

[Shivangi_Gupta · Accepted solution]

We are sorry for the delay in resolution.
I checked the case details and found that the day you contacted our support team, Adobe's system was under maintenance. This was the reason you were asked to contact again after 24-48 hours. Also, I can see an email being sent with the same information. I assume you do not have access to your father's mailbox. 

The support team sent you emails for a week and then they closed the case.
Could you reach out to them again with the case number ADB-39616618-W3Q8? Also, please request for getting your email added as a secondary email for further communication. They may ask some questions for security check while doing so. 
I hope the issue gets resolved ASAP.

^Shivangi

[talented_Shredder · Accepted solution]

Shivangi,

Thank you very much for your assistance. As you suggested, I contacted the support team, and they refunded the charges to my mother's account.

Cheers,

AT

[kglad]

good to hear