Requesting a refund after cancellation of subscription

[talha_tazim8041]

I subscribed to a substance painter 3D plan and later canceled it after the free trial ended because I am not using it currently. 
According to the cancellation policy and the email I received at the time of trial activation, I was told if I cancel my plan after the free trial ends before 5th Oct 2025, I'll get a full refund. I canceled before 5th Oct and still haven't received any refund after 10 days. 

[kglad]

what's the date on your cancellation confirmation email?

andcheck your account, https://account.adobe.com

what's it show?

eg, any payment problems,?
more than one subscription?

[talha_tazim8041]

Sorry, I rechecked my transactions.

I was charged for the subscription on October 5, and then I cancelled the plan on Oct 6. Since I could not cancel the subscription before Oct 5, because it kept asking me to update my payment details, after the transaction had been declined several times. 
I did not have any payment problems except that and i did not have multiple subscriptions. 

[kglad]

you had/have to fix payment problems before you can cancel.

anyway, did you cancel within the cancellation period?

[talha_tazim8041]

The problem with the payment was I did not have sufficient funds in my bank account. For that reason, every time Adobe tried to debit the amount from my account, the bank showed an error. 

Since I did not want the service anymore, I tried to cancel my subscription before Oct 5, but Adobe did not allow me because of its policy as it kept asking me to update my billing details (in other words, they were keen on charging me for the subscription i no longer wanted)

On October 5, I recieved some funds in my bank account and Adobe immediately debited the amount and then I cancelled my subscription on October 6.

Now I want full refund. Also, kindly tell me how can i directly reach the adobe through mail, so i can send them a query. 

[kglad]

@Shivangi_Gupta 

[talha_tazim8041]

Should I message her?

[kglad]

@Shivangi_Gupta 

[Shivangi_Gupta]

Thanks for tagging me @kglad. 
I am moving this thread to the Substance 3d community for further help. 

[Cyril Dellenbach]

Hello @Shivangi_Gupta,

If @talha_tazim8041 has a question/issue with Substance Painter application, I would be glad to help. However, it seems to me like the problem comes from payement. Therefore, I really think the Account, Payement & Plan community is the right one to help.

Best regards,

[Shivangi_Gupta · Accepted solution]

@talha_tazim8041,

We are sorry for the delay in support. Please feel free to start a conversation with our support team here: https://adobe.ly/43pUi0N

They'll be able to provide you the best possible solution.

^Shivangi

[talha_tazim8041]

I can't contact your team through that page. Actually, I tried it before too. There is literally no way to contact the adobe support team without coming on this community. 

[Jeffrey_A_Wright · Accepted solution]

I am sorry to hear that, Talha. Please use a different device to contact us at https://adobe.ly/3WI8oXH. You may need to find someone locally to help you reach us if you are blocked from reaching us on a different computer, smartphone, or tablet. ^JW

[talha_tazim8041]

The issue has been resolved. They're processing a refund finally. It was a bit tricky to find the customer support agent through talking to that Ai chatbot you have on the support page of adobe. I just never thought i had to ask that bot to connect me to an agent. Anyways, thanks everyone for your help. 

[Shivangi_Gupta]

Thanks for keeping the thread updated. We are glad you got the issue resolved.

^Shivangi