How do I cancel my subscription and get a refund?

[kierans90303189]

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.

[AkanchhaS]

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

[kierans90303189]

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

[AkanchhaS · Accepted solution]

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

[kierans90303189]

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.

[AkanchhaS]

Perfect!

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

Regards,

Akanchha

[defaultirf7uvs0cyj1]

I see, I'm not the only that become confused of your stupid website, and even after cancelling the plan it happens that the plan was not cancelled! And you are disinforming me in emails that there is no action required to cancel the plan, but there is no way to change the payment card info, and whenever only some money appears on my account you drain it!

And still no form of contact, no possibility to delete payment info! What the heck????

Do I have to go to bank and void my card because of you???

Worst platform on the whole internet, to be honest... so far....

[kglad]

first, regarding adobe's website.  no argument about it being "difficult" to navigate.

that said, 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...

[mariap65]

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

[morganix_35]

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. 

[jared27211234c9iw]

@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. 

[kglad]

read the above.

[Beatrice2761590825t2]

I've just realized I've been charged $29.99 every month for the last two years for my Adobe subscription which I have NEVER USED NOT EVEN ONCE. I'm quite sick to my stomach. Does anyone have any suggestions or hope they can provide? 

[kglad]

please don't post duplicate messages, and check your other post.

[default50l42lagqk07]

Yep, real snake behavior. Toxic subscription model, hope the user forgets and let's it go. Cash in. 

[teresah59087472]

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.

[_edbuun]

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!!!!!

[christyc15860797]

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.

[AkanchhaS]

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

[Cadillac king]

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. 

[Alejandro24483449mlf9]

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. 

[Tim25441181ncds]

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

[Sandra28267156tm6t]

I just tried to cancel my subscription that I somehow got duped into signing up for when I was trying to get documents filled out and sent to Veterans admin. so that my Vietnam Vet husband could continue getting medical, did not realize that I would be paying 22.11 a month for 12 months for a service that I did not really need and forgot to cancel befor trial ended in Adobe Pro. I have office 365 and could have used it. Have been paying for 4 months now and they said that they would charge me lile $73.99 or 0r $79.99 to cancel. I do not remenber how much but it is horrible how they can get away with doing this to you. Class action maybe????? I don't know. Pretty bad. 

[kglad]

@Sandra28267156tm6t 

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...

[yvonne252678053eop]

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