Refund for annual plan

Question

I stopped using Adobe's product and tried to cancel my annual plan, but the website was not working at that time so I had to give up. I did not get around to trying again before the renewal date and then received a message saying that I had been charged for another year of the plan.

I chatted to an Adobe support person and they told me that I could not receive a refund, despite the fact that I contacted them within 14 days of being charged the renewal fee. They instead offered to give me three months free of a package that was more expensive than the package I was trying to cancel and get a refund for!

Is this really the official Adobe policy or was this support person incorrect?

kglad · Answer

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.

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