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I got 'Free subscription' while I cancelling my subscription but I got charged.

New Here ,
Mar 02, 2023 Mar 02, 2023

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Hi, could somebody help me? 

 

The other day, I was about cancelling Photoshop product. While I was cancelling, I got an offer; to use 30 days for free. I thought it was nice an offer, but I realised I got charged... 

 

What happened? Obviously I was trapped in Adobe's unfair marketing trap. 

Could somebody tell me what to do? Or, just no choice but pay the fee? 

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correct answers 1 Correct answer

LEGEND , Mar 02, 2023 Mar 02, 2023

The 30 day offer is not "sorry you are going, here use it free for 30 days as a favour (because we are so generous)".

The offer is "we hear you want to cancel, but you can have 30 days free if you keep your account instead (and you will be starting a new one year subscription)".

You can avoid a cancellation fee by cancelling in the last month of your yearly commitment. But don't be late. And don't accept any offers!

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Adobe Employee ,
Mar 02, 2023 Mar 02, 2023

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Hi there,

 

We appreciate you writing in. Happy to help!

 

We have checked your account and we see that you have an active Photshop subscription under the email address associated with the community which was purchased on 01/09/2023

 

For future reference, please follow the link below which has the steps on how to cancel a subscription.

https://helpx.adobe.com/manage-account/using/cancel-subscription.html

 

Also, please read the article to learn about cancellation terms for your subscription.

https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html#cancel

 

Since, this is a community forum, we are happy to share the link that can help you to connect with the Adobe Customer support via chat to discuss more on the billing.

https://helpx.adobe.com/contact.html?rghtup=autoOpen

 

If you are not able to get to the chat window, then disable your adblockers, firewall, enable cookies/scripts on your browser. If it still fails then change your browser/machine/network.

 

Please do not share any personal/confidential information like email ID, bank details, etc here. This is a public forum.

 

Hope the information was helpful to you. Please let me know if you have any further questions.

 

Sincerely,

Rashmi Swain

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Community Expert ,
Mar 02, 2023 Mar 02, 2023

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your 30 days free are probably tacked onto the end of your paid 1 year.  checking with adobe support per @Rashmi27002770wxve should confirm the details.

 

in addition to chat, there are 2 other ways to contact adobe; 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...

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Community Expert ,
Mar 02, 2023 Mar 02, 2023

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There's nothing unfare about it.  The offer for "30 days free" is a "Customer Retention Incentive" to keep you from cancelling your subscription.  If you didn't want to keep the subscription, you should have said NO and been done with it.  😉 

 

I've experienced this many times with phone company, ISP & streaming services. They want to keep their customers if possible. 


CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Twitter: https://twitter.com/adobecare
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

Hope that helps.

 

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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LEGEND ,
Mar 02, 2023 Mar 02, 2023

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The 30 day offer is not "sorry you are going, here use it free for 30 days as a favour (because we are so generous)".

The offer is "we hear you want to cancel, but you can have 30 days free if you keep your account instead (and you will be starting a new one year subscription)".

You can avoid a cancellation fee by cancelling in the last month of your yearly commitment. But don't be late. And don't accept any offers!

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Community Expert ,
Mar 04, 2023 Mar 04, 2023

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LATEST
quote

While I was cancelling, I got an offer; to use 30 days for free. I thought it was nice an offer, but I realised I got charged... 

 


By @Ikumi28659292gm9c

Did you get charged again after the 30 free days, I suppose? You indeed got an offer of the type:

“We are sorry to let you go. If you don't cancel, we offer you some candy!” It works, as you see. But it is a voluntary decision you took. I say “no, I want to cancel” when getting asked that.

 

I tentatively sometimes cancel to see, what offers I get, and then I accept one of those offers. It also works the other way around.

ABAMBO | Hard- and Software Engineer | Photographer

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