No option to cancel plan

[ejt24]

There is no option under manage plan to cancel month to month subscription. Customer care is pretty useless as the chat is closed and phone line is taking over 30+ minutes to get through. What else is there that can be done about this and why can subscriptions not be cancelled online?

[John T Smith · Accepted solution]

To Cancel https://helpx.adobe.com/creative-cloud/help/cancel-membership.html

-or Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that Adobe's staffing is impacted by the Covid virus, so wait times are long
.
You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
You MUST also allow 'cookies' in your web browser for the link to work
.
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
or
Twitter tweet @AdobeCare
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

[CManimations]

John T Smith, your response wasn't exactly helpful. The issue the he and I (and 23 other people apparently) is that when following the directions detailed in the link you provided, the "cancel" button or option is missing. Any other way to help us??

[Abambo]

Why isn't that not helpful. The instructions are quite clear:

Do one of the following:

• Under Plan & payment, click Cancel plan
• If Cancel plan is not displayed, contact us to cancel your subscription.

[foot6684733]

wow, you clearly do not face the same problem as us. Or you are just plain dumb, didn't you read, he said "Customer care is pretty useless as the chat is closed and phone line is taking over 30+ minutes to get through." And when you click cancel plan a window pops up and say "contact support to make changes to your plan". That link brings you to the useless chat and phone line he mentioned. Please do not reply if you are going to reply the same stupid answer. Thank you!

[Abambo]

foot6684733  wrote

wow, you clearly do not face the same problem as us. Or you are just plain dumb,

Each time I tried customer service I got a chat partner in a 5 minutes time frame.

foot6684733  wrote

Please do not reply if you are going to reply the same stupid answer. Thank you!

My reply (and that of John T Smith) is the correct answer to the question. Where are you located that you have those difficulties?

[mattrindy]

yep, same issue. Their cancel button is mysteriously gone. How convenient for them. Also there seems to be no end to beinig on hold with customer support. Time to file BBB complaints? I think so.

[Lia5E57]

I also have this issue, I can't click the Payment Plan section and there is no cancel button. I've followed every link, it's just not there.

[bertv86883599]

I'm trying to figure out how to cancel my plan too. It's ridiculous how many time I've lost already searching for it. I've cancelled and changed plans before. Why does one of the leading creative software companies not allow for a good UX?

[Abambo]

What don't you understand with the correct answer to this question? It's documented and it works as documented:

https://account.adobe.com/plans

(I've not clicked the cancel plan, however, so I really don't know if it cancels my plan. But up to that point, I'm completely OK with following the guidelines)

[Kalvincent]

Because like myself and apparently everyone else in this thread, what we're seeing is this:

There is NO option for us to cancel our plans.

[Manan Joshi]

In such a case the other resort would be to contact support for assistance. Since cancellation is a time critical thing and missing the window could incur cancellation charges, I would encourage you to contact support at the earliest. To contact support, login to your account and navigate to the URL below. Make sure that the browser has cookies enabled, and all script blockers are disabled.
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type AGENT to avoid bots and talk to a human.
Also, be mindful of answering anyone who sends you a private message. See the following for more information about scammers
https://tinyurl.com/y7cfrr7y
-Manan

[Aanchal28601038705r]

If you click cancel plan, you have a few more steps to go before they actually cancel. It's misleading and I assumed if cancelled mine twice, but they didn't do it and I paid unnecessarily for another year. Be careful

[kglad]

@Aanchal28601038705r and others 

you can (and should) check your plan to confirm it is canceled. https://account.adobe.com

[Aanchal28601038705r]

I have been charged for premier pro after I thought I cancelled the plan. The process to cancel itself is so tricky that unless you press multiple buttons saying you're sure in different words and get an email it won't cancel. It trickes me into a full year of photoshop a few years ago which is why I stopped using adobe. The product is great but I feel like I'm being played. I've been trying to switch my premier pro to photo shop for the last three days but everytime we get to explaining the problem the customer care agent dissappears and the website asks if it can help with Anything else. I'm considering losing the 50 percent instead of losing my mind

[Nancy OShea]

@Aanchal28601038705r 

Sound like you're talking to the Chat Bot AI; not a human.

See below about changing plans.

https://helpx.adobe.com/manage-account/using/change-plan.html

For best results, log-in to your account with a current browser like Chrome or Firefox that accepts cookies and does not have script blockers or VPN enabled.  Click on Manage Plans.

https://account.adobe.com/plans 

Failing that, use online chat but type AGENT in the prompt followed by ENTER. 

Online chat is available in English 24/7.

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

Hope that helps.

[Nancy OShea]

If your account has unpaid balances or an expired payment card, the online system won't accept cancellation until you bring the account details up to date. 

[Minto29718396dfz7]

If anyone else is having the same problem, If you have some HTML skills:

Right click on the page

Go to Inspect element,

Find the HTML element called 'commerce-footer' and add a CSS property

min-height:200px;

It will let you see the continue and cancel button.

I hope Adobe developer fix this problem on the website

[Nancy OShea]

Reduce your browser's magnification (zoom) level. 

Ctrl +  - (minus) as many times as needed.

[Luxabilly]

My account says I have no plans but I'm still getting charged

[kglad]

@Luxabilly 

then you should 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...

[christianl31186252]

The best part of all of this, is if you contact support instead of just canceling it they try to drag you along with 3 months of paused billing, added another 20 mins to the messages and had to repeat no thanks cancel 3 seperate times. 

[kglad]

it doesn't take much to say, no, thanks.

[focused_Enigma6104]

This is an outrage! I have the same problem. I signed up for their free 1-week trial with the understanding that I could cancel the plan and they provide no option to do so. This is a total money grab. This should be illegal. 

I want to cancel the plan before they start charging me but they don't give you any option to cancel, which is not normal for any business. When I go to cancel the membership it says "You'll be able to manage this plan shortly". There is absolutely no reason why a free trial would not be able to be canceled immediately. This is intentional 

[kglad]

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

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 want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support.

there are 2 ways to contact adobe; chat and twitter (now x):

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/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.