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Ihavebeentricked
Participant
October 22, 2022
Answered

Impossible to cancel unused subscription. FREE TRIAL DIDNT EVEN WORK

  • October 22, 2022
  • 2 replies
  • 2586 views

How infuriating to not be able to cancel subscription after free trial not working. Was told on private chat that I am eligible for a refund only for them to say a few minutes later I have to pay for the whole year. What a joke. SEEMS IF YOU PURCHASE A FREE TRIAL. you won't get it. Then you will be stuck paying over 100 dollars a year FOR A SERVICE THAT WAS PROMOSED BUT NOT DELIVERED. poor form adobe. Please cancel my subscription as I haven't been able to use your product. I would like to cancel asap. I don't want any other options. 

    This topic has been closed for replies.
    Correct answer Jeffrey_A_Wright

    Ihavebeentricked, I am sorry you encountered a frustrating experience canceling your subscription to Acrobat.  We have been trying to reach you.  Can you please use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update support case ADB-26539022-X5L6.  Thank you!

    2 replies

    C
    Cheri27848675nktd
    Participant
    January 8, 2023

    Me too!  Today's my last day to cancel the trial and I can't seem to find the right contact/page to do so.  What good is a "chat button" if you get it on the launch page asking you to sign in first, then it's no longer available when you do sign in.  I'm not sure if the trial just didn't work on my new laptop, or if the new Win11 laptop is the problem.  It's got a lot of bugs.

     

    Anyway, this is my notification if I can't get a phone number, chat, or find a place on their site to notify them.  It's not working for me so I won't be buying.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    January 8, 2023

    @Cheri27848675nktd 

     

    make sure you cancel today and preserve a record of your timely cancellaton.  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-community/td-p/12919684/redirect_from_archived_page/true

    M
    Community Expert
    Manan JoshiCommunity Expert
    Community Expert
    October 22, 2022

    Hi @Ihavebeentricked,

    For refund rules, refer to the following link.
    https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

    If you meet these rules you will get a refund. Regarding cancellation, since it's a time critical process so contact support to cancel in case you are not able to do it on your own. Asking to cancel your plan on the forum is not going to help as these are peer to peer forums.

    To contact support follow the instructions given below
    1. Go to https://helpx.adobe.com/contact.html?rghtup=autoOpen
    2. Wait a bit on the page that opens up, it should automatically open a chat popup. If that does not happen then look for a call out/chat icon at the bottom right, click over it and the chat popup should open
    3. In order to talk to a human type "AGENT" in the chat box
    4. 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.

    P.S. Be mindful of answering anyone who sends you a private message. See the following for more information about scammers
    https://tinyurl.com/y7cfrr7y
    -Manan

    -Manan
    I
    IhavebeentrickedAuthor
    Participant
    October 22, 2022

    Thank you for your reply. I have contacted support twice. And this above is the information I received. Not only was there no option to cancel on my account, support refused to cancel. An absolute joke. Very disappointing. Would have never thought this would be such an issue. I hope other people are aware of your policies.  

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    October 22, 2022

    these are user forums. you're not addressing adobe here.

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