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payment issue

New Here ,
Jun 28, 2023 Jun 28, 2023

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  1. Hi! I need some help, if it's possible. I purchased two program accidently by Adobe, I needed InDesign but I uploaded Illustrator first wich I didn't used much, because I found out it wasn't what I was looking for. I tried to cancel both in the end, but one of them I couldn't. Maybe because I didn't had enough money for both of them on my card i don't know. I tried a few times and now I got many emails, that I'm not paying for the program. I just wanted to try the 7 days trial, but I couldn't cancel it. My question is, do I have to pay it now? I didn't used it since than and I'm a little confused maybe did something wrong. How can I cancel it now? I don't really have the money for that these days. (I didn't find an email adress either thats why I'm asking here)
    Thanks for your answer! 

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Community Expert ,
Jun 28, 2023 Jun 28, 2023

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You will be responsible for payments until you cancel.  You may have a cancellation fee depending upon the plan.

See here:
https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html
and here:
https://helpx.adobe.com/manage-account/using/cancel-subscription.html

If you have trouble canceling, please go to Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies on your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You can also contact Adobe by Twitter:
https://twitter.com/AdobeCare

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New Here ,
Jun 28, 2023 Jun 28, 2023

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So I'm forced to pay 38 euro to cancel the program, because I couldn't cancel it before?

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Community Expert ,
Jun 28, 2023 Jun 28, 2023

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Go to Adobe Customer Service as suggested previously and they may waive the cancellation fee.

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New Here ,
Jun 28, 2023 Jun 28, 2023

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okay, thank you so much!

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Community Expert ,
Jun 28, 2023 Jun 28, 2023

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Please let us know what happens.

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Community Expert ,
Jun 28, 2023 Jun 28, 2023

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I've moved this from the Using the Community forum (which is the forum for issues using the forums) to the Account, Payment, & Plan forum so that proper help can be offered.

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Adobe Employee ,
Jun 28, 2023 Jun 28, 2023

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Hi Ezster,

We appreciate you contacting us. You can cancel your plan within 14 days or you can switch your plan to the application you originally intended to.

You can refer to the articles mentioned below.

Cancellation details for common Adobe plans

Learn how to change your Adobe plan or subscription.

We hope it helps.

 

Regards,

Shivangi

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