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How can I cancel the phantom service I’m being billed for?

Forum|Forum|8 months ago
June 5, 2025
2 replies
2043 views

Hi,

I was cleaning up my accounts once I noticed 2 separate Adobe billings, one to each of two separate banks (separate credit cards).

OK, the brief history:

I opened up an account (account_1) using my student email while in college, followed later by a new separate account (account_2) when I become an instructor. Recently I retired from the college where I was an instructor and created an account (account_3) for personal use.

I was able to cancel my account_1, since I no longer used it.

I was able to cancel the plan/subscription in my account_3, since I no longer needed the functions it offered, but kept the account. This account was only responsible for one of the billing items.

But I cannot find, on any of the 3 accounts I had, explaining the billing for the plan/subscription for the other bank.

Basically I’m getting billed for a service I can’t find in my accounts and I can’t cancel.

How can I cancel the phantom service I’m being billed for?

Thanks in advance to all for their time and help.

Correct answer Robert36925987klh4

@Shivangi_Gupta

I’m sending my reply via a file see attached, because when I have it as test in the reply window I get the error message:

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Shivangi_Gupta

Community Manager

Thanks for tagging me @kglad
Hi @Robert36925987klh4,

I looked into the account details associate with the email address you used to post this thread on the community. As per the details, you have an active subscription to Adobe Acrobat Standard which will continue till May 23, 2026 and will get cancelled after that. There is no other service listed here.

Could you share a screenshot of the invoice where it shows the service you are getting billed for?

I would recommend you to share the invoice through direct message to avoid sharing any private/confidential info shared on the invoice. Please update this thread once you have sent the direct message.

^Shivangi

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Robert36925987klh4Author

Inspiring

Hi Shivangi,

I repled via the email sent, but I guess it was just an extension of this posting, as shown below.

If you did not get the email and the attachment let me know how to send it to you/Adobe.

kglad

Community Expert

It’s been 9 days since I requested help on this issue and not much has happened to resolve it. I’ve replied in a timely manner, provided information and asked for guidance on how to proceed but all I get are nebulous replies. I’ve been asked for screen information but you fail to tell me exactly where and how to send it. So, I’ve made my best guess and put it on my support page. Should I send a ‘Private Message’? If so, to whom?

Notification feed I see 2 entries for this issue, Why? I don’t know. If I made some sort of error in a previous reply then I apologise in advance.

Before you(s) get too cynical, you use the Adobe applications and support system constantly and are subject matter experts and know all the nuances, while I’m a casual user and don’t know all the little ins and outs.

Right now I feel I’m getting jerked around with Adobe hoping I get tired of the run-around and give up.

I’m now requesting someone with experience, in the problem I’m facing in my situation, be assigned to my case to get it resolved by tomorrow.

@Robert36925987klh4

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.)

kglad

Community Expert

check https://helpx.adobe.com/manage-account/kb/unknown-charge-on-bill.html

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Robert36925987klh4Author

Inspiring

Did you purchase for another person? NO

Did you download a trial version of an Adobe product or service? More than a year ago.

Did you try a free membership to Adobe Stock? NO

Did you purchase a PDF service last year, such as Create PDF? Not that I’m aware of.

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Robert36925987klh4Author

Inspiring

to continue...

The root issues are: I’m getting billed for a service I can’t cancel from. The 2 accounts I can access do not show the billing information for the transaction in question. I can’t seem to access the 3rd account which uses the email I had while with a college, I’m no longer with the college and their reply to my request to regain temporary access, to clean up this mess, cannot happen due to security reasons so I will have to ask for approvals, which I might be denied.

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