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My illustrator free trial turned into a yearly plan because I didn't cancel it in time.

Forum|Forum|6 years ago
August 19, 2019
3 replies
14494 views

If I'd had any idea Adobe was so coercive and unclear about what their plans are I never would have bought anything. I thought I had a month to month plan for Premiere but it seems that it has turned into a yearly plan without my noticing...OK I do sometimes use Premiere. Then I got Illustrator as a free trial and didn't get around to cancel it immediately so after a couple of months this has turned into a yearly subscription. How did this happen? I'm sure I never signed up for a yearly subscription for it. I didn't cancel it because there is no CANCEL BUTTON and i didn't have time for all this mucking about. This SUCKS I don't want it, I'm not using it. This is bad business practice and a waste of my time. All the help person said was that I did have a yearly plan for both and offered 3 months free on illustrator. Can someone clearly show me where I went wrong and where I committed myself to these plans especially the illustrator one?

Creative Cloud

Correct answer DelphiZoa

Hi Jacquelineb,

I'm sorry you got caught in this frustration. Adobe has changed the way their free trials work. The 7 day trial now automatically converts to a paid subscription on day 8 unless you manually cancel it first, and the cancellation process is, as you are aware, a little opaque. You must go to "Manage account" under your Adobe ID and to select "Plans". Click the plan associated with your 7 day trial and cancel it. In the process, the system asks a lot of questions, and you need to make sure you follow all the way through to be successful. You can check that the cancellation stuck by going back to plans afterward and reviewing the status.

As for why you're on a yearly subscription, that has to do with what you selected when you were signing up for the trial. As you can see from the screenshot, there are multiple options, but "Annual plan, paid monthly" is the default.

Since you did not intend to subscribe to Illustrator or to an annual plan for Premiere it might be worth contacting Adobe again and explaining that you were mislead. If the regular chat agents can't help, see if you can speak with a supervisor. Perhaps they will be willing to cancel the plan for you without further charge.

Let us know if this doesn't answer your question. Otherwise, good luck! I hope you are able to resolve the situation.

D

defaultqxgk4twn4b4t

Participant

The exact same thing happened to me. I had no idea that I had committed to an annual plan. Since whatever was shown to me on Adobe's web interface is no longer accessible to me, I have no clue whether I just misread the big print or whether it was buried in the small print, which nobody can or should read for every web service they use. Also, a free trial flipping into an annual commitment seems highly unusual and should be particularly highlighted to users. Some or all of the fault could be mine, but I feel scammed.

Nancy OShea

Community Expert

This is a user-to-user forum. Nobody here has influcence over what Adobe policy makers do.

How do I Cancel my Subscription?
https://helpx.adobe.com/manage-account/using/cancel-subscription.html
===============
Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html

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

Nancy O'Shea— Product User & Community Expert

Nancy OShea

Community Expert

Did you read and understand the terms you agreed to when you joined?

Adobe Subscription and Cancellation Terms | Adobe

In a nutshell, the trial membership is free for 7 days after which it automatically converts to a paid plan. From that point, you have 14 days to cancel without penalty (see link below).

How to cancel your Adobe Creative Cloud plan or membership

After the 7 day trial and 14 day grace period (21 days), you agree to pay for Creative Cloud for 12 months. If you cancel early, you incur a 50% early termination fee.

Nancy O'Shea— Product User & Community Expert

F

federico platon

Legend

And what it would change if Adobe automatically should send a message when the trial period ends, if not to confirm the subscription, or a least as information of the situation, Amazon does it.

It appears more honest and transparent.

Placing all responsabilities on customers is not fair.

Nancy OShea

Community Expert

Adobe does send out e-mails. Did you check your spam, trash and social folders.

Also, your online account is accessible 24/7. It doesn't get any more transparent than that.

Adobe Account

Nancy O'Shea— Product User & Community Expert

DelphiZoaCorrect answer

Participating Frequently

Hi Jacquelineb,

I'm sorry you got caught in this frustration. Adobe has changed the way their free trials work. The 7 day trial now automatically converts to a paid subscription on day 8 unless you manually cancel it first, and the cancellation process is, as you are aware, a little opaque. You must go to "Manage account" under your Adobe ID and to select "Plans". Click the plan associated with your 7 day trial and cancel it. In the process, the system asks a lot of questions, and you need to make sure you follow all the way through to be successful. You can check that the cancellation stuck by going back to plans afterward and reviewing the status.

As for why you're on a yearly subscription, that has to do with what you selected when you were signing up for the trial. As you can see from the screenshot, there are multiple options, but "Annual plan, paid monthly" is the default.

Since you did not intend to subscribe to Illustrator or to an annual plan for Premiere it might be worth contacting Adobe again and explaining that you were mislead. If the regular chat agents can't help, see if you can speak with a supervisor. Perhaps they will be willing to cancel the plan for you without further charge.

Let us know if this doesn't answer your question. Otherwise, good luck! I hope you are able to resolve the situation.

jacquelineb77578768Author

Participant

Thanks that was actually helpful. I'm amazed that they can legally change

the terms of subscription like that and trick people without making it

clear. I'm obviously naive. Adobe aren't talking to me, I've had no helpful

answers from them so far. I wonder whether they can keep taking money out

of your account at a future date as I am keeping that account empty until I

get this clarified.

Abambo

Community Expert

jacquelineb77578768 wrote
(...) I'm amazed that they can legally change
the terms of subscription like that and trick people without making it
clear. (...)

Where did the terms change? What is not clear in "Annual plan"? And before taking the subscription you will agree that you have read the terms. And contrary to my mobile subscription where the terms are 2 pages full of 8 point text, the terms Adobe shows are readable in 5 minutes and are clear and concise.

What you need absolutely to do is to Contact Customer Care and negotiate you out of that contract.

ABAMBO | Hard- and Software Engineer | Photographer

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