Lost Access to Adobe Account but Still Being Charged, no recovery options

[nicholasc35622862]

Hey all, 

I need help canceling my subscription because I’ve lost access to the email account associated with my Adobe account. The email address was created to test out the free trial, and I forgot the password. Unfortunately, I didn’t set up phone or email recovery options for the Gmail account, so I can’t recover it and log in to manage the subscription. However i have access to the paypal account to which I charged it to, however I was logged out of creative cloud before I could cancel.

Here are the transaction details for verification purposes:

• Seller Name: Adobe Systems Pty Ltd
• Payment Method: Debit Card (last four digits: ****)
• Amount Charged: $43.97 AUD
• Date of Charge: 11 December 2024
• Transaction ID: 2G94***********
• Invoice ID: BL29*********

Please assist me in canceling my subscription to prevent further charges. I am happy to provide any additional details required to verify my ownership of the account.

Thank you for your help!

[Kanikas]

Hi nicholasc35622862,

We're sorry about that. I wouls suggest you to kindly get in touch with Adobe support for help. Please use this link to contact support: https://adobe.ly/3ORiZvI .

Hope this helps!

Thanks
^KS

[kglad]

..and type "agent" in the chat field to bypass the bot.

[nicholasc35622862]

Hi,

Thank you for your response. Unfortunately, I’m unable to use the provided link to contact Adobe Support because I need an active plan to initiate a chat. The account is still active, but I can’t access it because I’ve lost access to the associated Gmail account.

I would greatly appreciate it if you could escalate this issue or provide another way to contact support without logging in.

Thank you for your understanding and assistance!

[kglad]

twitter/x:
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.

[Jeffrey_A_Wright]

Thanks for your question, Nicolasc. If you are blocked from contacting us, please try using the link provided by Kglad or Kanika on a different device.

You can also find information on how to reset your password at https://adobe.ly/3D8cHoB. It is a self-help process, and you would be asked to complete the same process when contacting our chat support team or X. You may need to use a different device because the same thing preventing you from reaching us could block you from resetting the password and other critical functions. ^JW

[nicholasc35622862]

Hi,

thanks for the reply, however when I try to get help from an agent, it says To continue with agent assistance, please sign in with an active plan. I found no record of an active plan linked to my account. This is because the plan is linked to another one of my emails which is the one I have lost access to. I can't reset my password either because I don't have access to the email to get the verification code.

[kglad]

any problem with twitter/x?

[nicholasc35622862]

Waiting now for an agent thank you for your help!

[kglad]

sure.  keep us updated.

[nicholasc35622862]

All sorted! Thank you 🙂

[kglad]

you're welcome, and thanks for the good news.

[jakub_0136]

I have experienced a similar issue. My bank account is still charged even though my plan has been inactive for 2-3 months at least. I can't contact anybody to solve this issue (I would have to start another pro plan), the Virtual assistant is not helpful at all. Please contact me on my e-mail or here. Thank you in advance! 

[kglad]

@jakub_0136 

check your account, https://account.adobe.com

what's it show?

eg, any payment problems,?
more than one subscription?
only the plan(s) you want?

[Shivangi_Gupta · Accepted solution]

Thread Summary

A user reported being charged for a subscription despite losing access to their account. They were unable to recover the account credentials and sought help from the community to stop the charges and regain control.

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 Best Solution for Similar Cases

If this has happened to you, don’t worry! You can solve account sign-in issues following the steps listed here: https://helpx.adobe.com/manage-account/kb/account-password-sign-help.html