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Multiple Charges on Account

New Here ,
Sep 21, 2023 Sep 21, 2023

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I have been getting charged twice onto my account per month ($20 and $30) from October 2022 until February 2023 and it still hasn't been fixed. It got even worse when I was charged three times (1 $20 and 2 $30) onto my account from March 2023 until August 2023 even though I didn't sign up for any new plans or accounts. For September 2023, I was still billed 1 $30 even though I signed up for UCLA's free Adobe subscription for this month. How can I resolve and get a refund for my double and triple charges considering it is already so financially draining as a college student?

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Account management , Billing

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correct answers 1 Correct answer

Adobe Employee , Sep 21, 2023 Sep 21, 2023

Raizel, if you know the e-mail address you used to sign up under the other account, then you can use the steps listed in https://helpx.adobe.com/manage-account/using/change-or-reset-password.html to reset the password so that you can access the account.

 

Once signed in, you can follow the information at https://helpx.adobe.com/manage-account/using/cancel-subscription.html to cancel most Adobe memberships and subscriptions. If you have any questions about charges or need help, then those convers

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Community Expert ,
Sep 21, 2023 Sep 21, 2023

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contact adobe support. there are 2 ways to contact adobe; chat 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.

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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Adobe Employee ,
Sep 21, 2023 Sep 21, 2023

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Raizel, I am sorry that you are encountering multiple charges for the Adobe services you signed up for in October 2022. Did you use more than one e-mail address or account to purchase offerings from Adobe?

 

The e-mail address you used to post to this public discussion forum is managed by your educational institution. Please contact their Creative Cloud plan administrator if the charges occurred under your school's e-mail address.

 

If you used a different e-mail address, then please follow the suggestions offered by Kglad and click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to reach a member of our support team. I would recommend signing in under the account that you used to purchase the additional services, to help facilitate the discussion about the charges to that account.

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New Here ,
Sep 21, 2023 Sep 21, 2023

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I was able to cancel the account for the $20/month plan when I realized I had two accounts, but still had the issue of being charged $30/month twice under one account. Would there be a possibility to ask Adobe support if I can see which email addresses are under that bank account?

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Community Expert ,
Sep 21, 2023 Sep 21, 2023

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you can ask. let us know if they can answer.

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Adobe Employee ,
Sep 21, 2023 Sep 21, 2023

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Raizel, if you know the e-mail address you used to sign up under the other account, then you can use the steps listed in https://helpx.adobe.com/manage-account/using/change-or-reset-password.html to reset the password so that you can access the account.

 

Once signed in, you can follow the information at https://helpx.adobe.com/manage-account/using/cancel-subscription.html to cancel most Adobe memberships and subscriptions. If you have any questions about charges or need help, then those conversations can be handled by clicking on https://helpx.adobe.com/contact.html?rghtup=autoOpen to chat with a member of our team directly.

 

To more directly answer your question, Raizel. If you have questions about the charges or want to manage another account, then you will find the process easier if you are signed in under that account. The school manages the account you are using to post to these forums. Please see https://helpx.adobe.com/enterprise/kb/enterprise-id-faq.html for more information on signing in under an account managed by an organization versus an account designed for an individual.

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Adobe Employee ,
Sep 21, 2023 Sep 21, 2023

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Kglad, we could possibly provide an e-mail address, but only after they verified their identity. Depending upon how Raizel contacted us, they could still be asked to reset the password and request the account cancellation under the account with the active membership.

 

It is much easier to cancel a plan when you are signed in under the plan you are trying to manage. 

 

Raizel, might also be blocked from contacting us, if they are logged in under the Enterprise account or using the university's computer and network.

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