Skip to main content
Participating Frequently
March 6, 2025
Question

My subscription changed without my knowledge or consent.

  • March 6, 2025
  • 2 replies
  • 968 views

I am a 3D Animation student. Last year, I had a free student subscription to Adobe Substance Painter (and the other programs included within the Substance 3D subscription, but I only use it for Substance Painter). Last month, I updated my subscription - not realising that it's only free for the first year - and was charged £18.50 on an annual subscription (billed monthly). I was miffed, but it was my bad for not reading the T&Cs properly so I let it go.

Well, this month comes around, and instead of the £18.50 I expected, I was charged £250.13. I freaked out, wondering why on earth I had such a massive charge from Adobe - only to sign in to my Adobe account and see that it had been updated to an annual subscription (billed upfront) which ends on 6th March 2026, a year from now. I cannot afford to pay £250 in one go. I am a student, working 8 hours a week. Also, £18.50 x 12 = £222, so why am I paying even more?

I figured okay, since it ends exactly a year from now, I'd say that means this is a new, separate subscription. But when I went in to cancel it - having read that I can cancel within 14 days of a new subscription and get my money back - there was no mention of a refund and it said my subscription would continue until the end of the paid year. So I stopped the cancellation process and came out of it, because I did not consent to this "upgrade" and want my money back.

Am I being silly? What do I do?

2 replies

BeebaS10Author
Participating Frequently
March 6, 2025

Update: I've been going through my emails to see if I missed anything . . . and I did get an email just after starting my (billed monthly) subscription, stating the next fee would be £250.13 - but it ended up in my Junk folder. Which means I'm probably not entitled to any money back since I was "informed", sigh. I still say that's not my fault though, and I don't remember it saying anywhere that it would change from monthly billing to annual billing - that's so random, why???? - so I'll have to go and have a re-read again.

kglad
Community Expert
Community Expert
March 6, 2025

thanks for that. hopefully, shivangi will have something to add.

Jeffrey_A_Wright
Community Manager
Community Manager
March 6, 2025

BeebaS10, thanks for posting your question about your active subscription to this public discussion forum. If you want to cancel your active plan, then see https://adobe.ly/4irv6fD for the steps you can take to complete the cancellation process. You can find information on the fees and charges that will be applied at https://adobe.ly/4iu7BT2. ^JW

kglad
Community Expert
Community Expert
March 6, 2025

you can set a reminder to cancel when it best suits you.

BeebaS10Author
Participating Frequently
March 6, 2025

How do I get my money back, though?

kglad
Community Expert
Community Expert
March 6, 2025

Can I? Or do I just have to deal with the fact I have this big payment thst I didn't consent to?


we'll need an adobe employee to see if anything can be done to help you.

 

@Shivangi_Gupta