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Rachee77
Participant
March 17, 2023
Question

Please help me

  • March 17, 2023
  • 2 replies
  • 615 views

I am being charged $19.99 a month for a plan I thought I canceled. I can't get a human being on the phone because they say I don't have a paid subscription. Now when I tried to cancel AGAIN for a plan I never meant to sign up for Adobe will charge me $99. I'm in tears right now because I'm on disability and I cannot afford this and Adobe has no way of allowing me to fix this. I don't know what to do.

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    2 replies

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    March 17, 2023

    log-in to your online account to confirm subscription status.

    https://account.adobe.com/plans

     

    If you cancelled, you should have received a confirmation email.  Check your spam folder.

     

    Nancy O'Shea— Product User & Community Expert
    R
    Rachee77Author
    Participant
    March 17, 2023

    I tried that first before I posted and was going to be charged $99 if I canceled. So I needed to speak to someone on the phone at Adobe to prevent that from happening. The link that kglad posted helped me find a phone number for Adobe that I could call. When I attempted the "contact us" tab within my account I got a message that my account didn't have a paid subscription so all that was available to me was the automated chat and forums. I clearly had a paid subscription & my whole issue was that I couldn't cancel it. At that point I came to the Adobe forums and the first reply resolved my issue less than 10 min after I posted. 

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    March 17, 2023

    contact adobe support.  there are 3 ways to contact adobe; chat, phone 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.

    phone:
    https://helpx.adobe.com/contact/phone.html

    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-community/td-p/12919684/redirect_from_archived_page/true

     

    in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

     

    p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.

     

    <moved from using the community>

    R
    Rachee77Author
    Participant
    March 17, 2023

    Thank you sooooooooooo much!!!! I found the phone to talk to a human via the link you posted in your reply. When I called I didn't have to wait on hold and got straight through to a really nice gentleman at Adobe who totally resolved the issue beyond what I expected him to do. Thanks again kglad!!! 

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      March 17, 2023

      good to hear @Rachee77 

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