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How do I cancel my subscription and get a refund?

Community Beginner ,
Nov 11, 2017 Nov 11, 2017

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I wanted to get a month subscription to PDF export to export a form for a non-tech savvy uncle. So I jumped on to the adobe website and "Cool! A month will only cost $1.99 I can do that!" Failing to read the smaller sub text that it would be billed at $23.88 for a whole year. Really? Why even advertise a monthly rate at all??? Whatever. I want to unsubscribe. Looking at my profile page there's an option to "manage plan" so I click on it and.... nothing, I get a blank page. Maybe my internet is being slow again... Wait for it. Nothing. I'll check again in the morning. --> Next day, same story... I'm really bleak now I have lost R350 (I live in South Africa, that's a substantial amount of money) all my searches on the support pages give me infinite loading animations and the management page is still blank.

The export didn't help me out at all by the way I did the whole OCR thing with the free trial of pro DC. I just got a garbled mess... So I have wasted a lot of money, effort, time and stress on this. and would REALLY appreciate a solution from the adobe guys ASAP.

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correct answers 1 Correct answer

Adobe Employee , Nov 15, 2017 Nov 15, 2017

Hi

Sorry to hear that you are unable to get in touch with the support, but that shouldn't be a problem. As cancellation would be done by the billing team via chat. So you may please once again follow the steps suggested below -

1-Select Account issue

2- Select Cancel my membership

3- Select "Show me my contact option" and please ensure that you are "Signed In" on the page with your Adobe ID and password

Let us know if it still doesn't help. We will try to contact to the team on your behalf.

Regards

...

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Adobe Employee ,
Nov 13, 2017 Nov 13, 2017

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Hi Kierans,

Really sorry to hear about your experience and the inconvenience caused to you.

Yes, this is correct that the Export PDF is an annual subscription of $23.88 and its not available as month to month plan.

If you were not looking for an annual plan then you can go ahead an cancel the subscription with the help of our customer care billing team and get your refund (cancellation done within 14 days) Cancel your membership or subscription | Adobe Acrobat, Document Cloud PDF services

As this is an open forum so the billing and cancellation concern would be taken care by the billing team Contact Customer Care

Hope this helps.

Regards,

Akanchha

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Community Beginner ,
Nov 14, 2017 Nov 14, 2017

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Thanks, please provide me with an email address to contact the relevant department. The website makes it frustratingly difficult to contact support.

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Adobe Employee ,
Nov 15, 2017 Nov 15, 2017

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Hi

Sorry to hear that you are unable to get in touch with the support, but that shouldn't be a problem. As cancellation would be done by the billing team via chat. So you may please once again follow the steps suggested below -

1-Select Account issue

2- Select Cancel my membership

3- Select "Show me my contact option" and please ensure that you are "Signed In" on the page with your Adobe ID and password

Let us know if it still doesn't help. We will try to contact to the team on your behalf.

Regards,

Akanchha

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Community Beginner ,
Nov 15, 2017 Nov 15, 2017

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All sorted, I don't know what changed but i was able to access the plan management page and cancel from there. I suspect my subscription just took a while to propagate through the system.

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Adobe Employee ,
Nov 15, 2017 Nov 15, 2017

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Perfect!

Let us know if there is any further assistance is required.

Regards,

Akanchha

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New Here ,
Jan 21, 2018 Jan 21, 2018

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Is like they do it on purpose so the subscriber can't cancel.  They make you go through this laberint and at the end, you get a lot of bla bla bla and no button to cancel - In the mean time months keep passing by and your credit card

keeps being charged $29.99.  I have NEVER used this product, I tried it for a few days and had no idea my credit card was going to be charged every month after that  without using the product. So far my credit card was charged $779.79

And I want a refund for all that money.

Since I had no idea how to cancel this subscription, I just twitter  Ann Lewnes, the executive vice president of adobe Inc. to see what she's got to say about this. They need to make it easier for customers to get to that cancel button. This should not be legal. I need a refund for all  my money.

Please let me know who I need to speak for this - The credit card on file is not valid anymore. This is how I got the email that I needed to pay for the month of February. So adobe.com will need to issue a check in the mail, because that credit card was canceled.

Thank you

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New Here ,
Nov 27, 2019 Nov 27, 2019

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I had this same issue but luckily was able to cancel after a few months  - it's unbelievable that they're able to do this without making it more clear when signing up for their "free trial" that you will be automatically registered for an ongoing subscription if you don't cancel within the 14 day time frame or whatever it is. No communications on this whatsoever, no warning that your free trial is ending and you'll automatically be registered - absolutely insane. 

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New Here ,
Nov 18, 2022 Nov 18, 2022

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@Adobe I am having this exact experience right now with both lightroom and adobe stock, I had no idea I was subscribed to either and I need a refund for both. 

 

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Community Expert ,
Nov 18, 2022 Nov 18, 2022

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LATEST

read the above.

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New Here ,
Mar 17, 2018 Mar 17, 2018

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I too received an annual subcription charge of $75 against my credit card on March 16th 2018.  What is interesting is there is no email communication notifying you of a pending renewal like most companies. I do not use the service and have not used it for over a year.   When I cancelled the membership I received information stating that it would continue through March 16th 2019. I checked online and there's some up Clause that states you cannot get a refund on renewals only on the original order.  I would like a refund and Adobe needs to cancel their sneeky practice of not notifying customers of pending renewals. I called the customer number and was unable to get through.

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New Here ,
Aug 10, 2018 Aug 10, 2018

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Me to, i payed to test the product for 1 month and i get to pay for 2 months.

Normaly when you test a product, the 1st month is free and after this they first ask you if you want to pay for an extra month/year or not.

This realy feels like they robbed me from my money with some dark marketing tricks.

This is very, very bad!!!!!

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New Here ,
Dec 17, 2018 Dec 17, 2018

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Same thing happened to me. No notice it was going to auto renew and my card got charged, causing my bank account to go negative. I intentionally keep limited funds in that checking account in case of ID theft, so a $100+ charge drained it. Had I known it was going to auto renew (even a 24 hour notice), I could have transferred money into the account. So now I'm paying another $50 in overdraft fees. Thanks Adobe. I just cancelled my plan, probably will never see a refund, and will NEVER use adobe products again. I would continue to use their products if their billing practices evolved out of the 1990's. They can spam me an email every day trying to sell me something new, but can't be bothered to write a simple line of code to notify subscribers that their plans are about to renew.

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Adobe Employee ,
Jul 03, 2019 Jul 03, 2019

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Hi All,

This is a public forums, all the accounts and billing related concern will be taken care by our customer care billing team over Phone/Chat.

For security reasons, we can't disclose someone's account and subscription details over forums. This is the reason we have redirected to the support in our initial response.

To know more about the About Adobe subscription renewal and cancellation you can go through the Terms & Condition Adobe Subscription and Cancellation Terms | Adobe

Thanks,

Akanchha

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New Here ,
May 12, 2021 May 12, 2021

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I received a message from Adobe regarding my card expiration, and a request to update my card and pay my monthly charge.  I signed up for a trial period on Creative Suite in 2013, and unknown to me was charged each month since.  It is now May 12, 2021.  The rate increased at some point during the last 9 years.  It is now up to $52.99 per month this year.  I was charged every month since 2013.  I never received notification of payment received, or a charge increase. In total I was charged $5,722.92.

I spoke with Support in a chat and was told: “you have agreed to the terms and conditions. Before you click on BUY NOW, it says about your type of subscription.”  I asked if it also states that it will roll over year to year and also increase without notification.  At this point during the chat the customer support rep sent me the terms and conditions of my membership.  I stated legal terms can be updated year to year, and I would like to see the original terms from 2013.  I received no reply.

There is no email communication notifying you of a pending renewal like most companies. I do not use the service and have not used it since my trial period back in 2013.

I checked online and there's some up Clause that states you cannot get a refund on renewals only on the original order.  I would like a full refund and Adobe needs to cancel their sneaky practices of not notifying customers of pending renewals. 

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New Here ,
May 17, 2022 May 17, 2022

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Please read the following and not just look past it: I haven't used adobe premier pro since December of 2021, after I realized that it was still charging me and I realized that I am at fault, I tried canceling it Jan 2022 and I paid a cancelation fee of $108.20 but I kept getting charges of $32.46 for 3 months after. I tried to contact support to see if I was eligible for a refund but Ritesh (contact support) told me that he couldn't just cancel my subscription for free and started telling me about all the fees that could apply but he would be nice enough to offer me 3 months for free. He noticed that I was a college student that couldn't afford it so he said I have "a better offer" for me and lead me on to try and buy an even more expensive plan after the fact. I asked him if he could provide me with the $ amounts so I can be sure and look at my choices wisely. He gave me a rough estimate and I did the math and asked him why he gave me an even more expensive choice but it seemed he didn't know exactly what to say and said that he didn't know that he could just cancel it all together after finding resources that he didn't know about in the first place. After I started to get agitated and told him that it wouldn't be the last time I talk to the company he tried to play it off. Overall worst service I've ever had with anything in my life and I guarantee I will no longer go with Adobe. 

 
 
I contacted him to ask for a refund if all possible and although I was helped with cancelling my subscription I'm still lead to believe I don't qualify for a refund for the 3 months. However I'm not really sure what to believe if Adobe's contact support is just trying to milk the money out of a college student like myself. 

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Community Beginner ,
Jul 29, 2022 Jul 29, 2022

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Wow, that is so much money. Have you managed to get anywhere with the refund?

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New Here ,
Jul 15, 2022 Jul 15, 2022

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I would like to cancel I no longer need the services please stop taking it out of my account I never use it I thought I needed it for my rent and I do not

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New Here ,
Jul 28, 2022 Jul 28, 2022

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Hello, 
I stumbled upon this thread after I realised I was still paying a monthly charge to this. Or my credit card was getting charged. 
When I tried to cancel today, adobe is charging me 50% of the annual fee as CANCELLATION charges. Nowhere else on any other only apps have I see these kind of terms. It seems very very non-customer friendly. 
I also signed on only for ONE document, and didn't end up using this service at all, even for the reason I bought the trial period. I am now charged for TWO months. I haven't used the service at all. And NOW - I am to pay close to Rs. 6000 when I want to cancel. It feels very very wrong. 

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Community Beginner ,
Jul 29, 2022 Jul 29, 2022

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The exact same thing has happened to me. I was just talking to chat and they refused to offer me any compensation. I was polite and reasonable to the operator, i work in a support role too. Their trial forces the auto renew which is hidden in plain sight. It's a predatory business model. Adobe sorted out this one person's case but only because it is posted in this public forum. Behind closed doors they'll rob you blind. It's a very low. If you are reading this you must have been ripped off too. I feel your pain.

 

 

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New Here ,
Sep 22, 2022 Sep 22, 2022

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I have been trying for 5 months to cancel my Adobe account. We have been promised a refund for the months you charged us after we canceled through your customer service phone line. Now each time we see a charge on our bank account, we call and they say you can only go back for 1 month for a refund. Then you charge us again, give no refund as promised and say you can't go back and refund for the past month. That has added up to 4 months due us. This week, we were promised again a cancelation and refund with in 24 hours. We never received it and insted you billed us AGAIN. Please reach out ot us and cancel our membership AND refund 4 months ASAP.

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New Here ,
Oct 04, 2022 Oct 04, 2022

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NO INTERESO LOS SERVICIOS Y EXIJO DEVOLUCION INMEDIATA

DESEO CANCELAR CUALQUIER SUBSCRIPCION Y PROCESO DE FACTURACION

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Community Expert ,
Oct 04, 2022 Oct 04, 2022

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@Judith26250594uckk and @Tony26426920qpr3 

these are user-to-user forums.  we do not and cannot control your account.

 

you can cancel yourself http://helpx.adobe.com/x-productkb/policy-pricing/return-cancel-or-change-order.html 

 

if that fails to help use a browser that allows popups and cookies and contact adobe support by clicking 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

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....

p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.p.s. you can also use twitter to tweet @AdobeCare.

 

p.p.p.p.s you should understand possible adobe fees for canceling an annual subscription early and after the 14 day cancellation period - https://helpx.adobe.com/uk/manage-account/using/creative-cloud-subscription-terms.html#cancel

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