Paid subscription even though it was cancelled

[bo_4061]

Hi everyone.

Back in March 2025 I signed up for a trial on Adobe Acrobat Pro and AI asistant for Acrobat. However I cancelled it before it would cost me money as I found out I didn't have the need for it.

Also it clearly shows on my account page under invoices that no invoices has been sent and that is was cancelled.

None the less Adobe keep withdrawing money from my account. It is 337, 5 DKK (53 us dollars) monthly and 3375 DKK (530 us dollars) in total for 2025. To be honest I'm very tired of it.

As it is nearly impossible to get hold of a real person at Adobe than can help sort it I'm asking you how  make it stop and how I can ensure that Adobe refund me the money they've taken even though I've never had access to the products!

Thank you, Bo. 

[Kanikas]

Hi bo_4061, 

I see that you  have an Adobe account under the same ID as with this community. The Acrobat Pro and Acrobat AI assistant susbcription was cancelled in March 2025 and there are no payment details after that. Since you are saying that you are still being charged, do you mind sharing the screenshots of the payments in a private message? I will personally go through this and help you get it resolved. 

Thanks 
^KS

[bo_4061]

Hi Kanikas.

Yes - you can see the the screenshots attached

Thank you,
Bo

[kglad]

@bo_4061 

nothing was attached (which is good).  hopefully you sent the sreenshot(s) via private message.

[Donna31651551gjsk]

Adobe have continued to withdraw 2 seperate lots of money from my account $25 since june 25 to November 25 and also $56 from my personal visa account each month for the last year from my personal visa account - I beleive the $25 is correct but the $56 is not attached to any account but the money keeps being deducted.

d

[kglad]

@Donna31651551gjsk 

use https://helpx.adobe.com/manage-account/kb/unknown-charge-on-bill.html to find the account being charged $56 (or $53)

[bo_4061]

Hi Kanikas. 

I sent you a private message but haven't heard back from you. Did you receive it?

Thank you,
Bo

[kglad]

@Kanikas 

[Jeffrey_A_Wright]

Bo, did you try the suggestion offered by Kglad to locate the account with the active subscription by using https://adobe.ly/3YXjvNs. I can confirm what Kanika posted earlier that there are no recent transactions under the account that you used to post to this public discussion forum. Once you are logged in with the account with the active subscription, then you will be able to access the services you are paying for or end the commitment. ^JW

[bo_4061]

Hi @Jeffrey_A_Wright  

As I wrote in the initial post I have no active subscription.  However you (Adobe) keep withdrawing money from my account as if I had one. That's why I sent a private message to @Kanikas  with screenshots of the payments. I'll send them you as well. It's simply not acceptable that you keep withdrawing money from something I only trialled and that I have no option to cancel it. 

Thanks, 
Bo

[Jeffrey_A_Wright]

Thanks, Bo, but there is no need to send me a private message. Please click on https://adobe.ly/49c7UjS to speak with a member of our team who can help you find the account with the active subscription. Please use a different device to reach us if you are unable to reach anyone or are redirected to this public discussion forum. ^JW

[Kanikas]

Hey, 

Thanks for sharing the details. Please check the message again. 

[Donna31651551gjsk]

I have had a similar problem and not able to contact anyone - the bot cannot answer my query.  I have an account that I pay $25 NZD a month for and they are also deducting $53 from my visa and have been for several months and I my monthly $25 account says I have not paid?  I dont know how to stop payments and feel quite powerless being unable to contact anyone directly - SOMEONE PLEASE HELP

[Donna31651551gjsk]

now it will not allow me to respond with the details of payments its says I have an incorrect HTML????