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Installed Substance 3D Stager trial by mistake. I'm concerned.

Explorer ,
Dec 21, 2022 Dec 21, 2022

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I'm concerned about an auto install. By mistake i installed on my laptop Substance 3D Stager. I deinstalled instantly, not even run it once. Now i'm concerned about subscrition and extra billing when the trial will end.

Another concern. Can i reset the trial, don't know if i will ever want to test it in the future, but because i startet the trial by mistake, after 30 days from now i will no longer be able to test it.

Can someone help.

Any tip is greatly appreciated. Thanks

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correct answers 1 Correct answer

Adobe Employee , Dec 22, 2022 Dec 22, 2022

Iamfablaz2018, sorry you encountered so many problems contacting our support team to verify the status of the Substance trial. I would encourage you to bookmark this discussion for when you decide to begin your evaluation of the Substance 3D Collection. The documents and advice shared may serve you well when you decide to start your exploration of creating 3D objects.

 

You can also use the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you nee

...

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Community Expert ,
Dec 21, 2022 Dec 21, 2022

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you can't restart a trial.

 

check your accounts to ensure you haven't started an unwanted trial/subscription, https://account.adobe.com

 

<moved from cc services >

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Explorer ,
Dec 22, 2022 Dec 22, 2022

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too bad, i just wanted to scroll the list but my track pad clicked the install button

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Community Expert ,
Dec 21, 2022 Dec 21, 2022

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Did you enter any financial information? (credit card, paypal, ???)

 

If yes, you absolutely need to cancel

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

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Community Expert ,
Dec 21, 2022 Dec 21, 2022

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@John T Smith 

 

i think the op already had a subscription so has payment info stored 

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Explorer ,
Dec 22, 2022 Dec 22, 2022

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I have a regular cc subscription so my payment data is stored

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Adobe Employee ,
Dec 21, 2022 Dec 21, 2022

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Hi there,

 

Thank you for writing to us.

 

If you wish to reset your trial, but are not able to do so, then please contact our support team directly and you will be able to get all the help that you require in order to resolve the issue.

We are happy to share the link that can help you to connect with the Adobe Customer support via chat or on the phone.

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

 

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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Explorer ,
Dec 22, 2022 Dec 22, 2022

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Thanks i will contact the support team right now.

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Explorer ,
Dec 22, 2022 Dec 22, 2022

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hi again, i'm not able to find phone number or chat, wold you kindly indicate a path to those options. thank you

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Adobe Employee ,
Dec 22, 2022 Dec 22, 2022

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Hi there,

 

Please find the link that can help you to connect with the Adobe Customer support via chat. 

You must be signed in with your Adobe ID.

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

 

Regards,

Rashmi

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Explorer ,
Dec 22, 2022 Dec 22, 2022

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Just like your answer, finding the link to the assistance chat it's a round trip, instead of answering my question with the same sentence and link. Answers like this not only don't help much but they are a waste of time for both. i am aware about being logged with my own ID but looks like adobe prefers users to use the community forum helping each other instead of giving the proper direction.

Please take your time and read as stated with my post header that i need to get in touch with a person from adobe to reset my a trial only on substance 3d stage.

 

Thanks. Yourt collaboration will be much appreciated indeed!

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Community Expert ,
Dec 22, 2022 Dec 22, 2022

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@iamfablaz2018 


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 can't follow the above linked steps, 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.

 

if you don't see the chat field when clicking https://helpx.adobe.com/contact.html?rghtup=autoOpen,

you probably have a non-compliant browser.  enable javascript and popups, or use a different browser.



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 ,
Dec 22, 2022 Dec 22, 2022

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The link given by @Rashmi27002770wxve should open the chat. If it does not open the chat, you have configured your browser to block such operations. You will need either to whitelist Adobe or disable the blocking configuration. Or you can use a different browser or a different computer or tablet. 

 

When seeing the chat and the chatbot does not connect you with an agent, type "agent". 

 

You can easily selfcancel by visiting the plans section in your account: https://account.adobe.com/plans.

After being charged, you still have 14 days to cancel and to get refunded. Best is to cancel before the charge, however.

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Dec 22, 2022 Dec 22, 2022

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Iamfablaz2018, sorry you encountered so many problems contacting our support team to verify the status of the Substance trial. I would encourage you to bookmark this discussion for when you decide to begin your evaluation of the Substance 3D Collection. The documents and advice shared may serve you well when you decide to start your exploration of creating 3D objects.

 

You can also use the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you need to update your active support case ADB-27391535-V7N8.

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Explorer ,
Dec 29, 2022 Dec 29, 2022

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Sorry to reply so late, christmas season is kind of a family busy stuff period. Anyway i managed to call the italian number and a kind assistant helped me sorting this out. I'm good now. Thanks everyone for your collab.

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Community Expert ,
Dec 29, 2022 Dec 29, 2022

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You're welcome.

ABAMBO | Hard- and Software Engineer | Photographer

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Community Expert ,
Dec 29, 2022 Dec 29, 2022

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LATEST

that's good to hear.

 

you're welcome, and happy holidays!

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