SOMEONE HELP! I'm being charged, can't cancel and can't contact Adobe help!

[daring_mindset5D85]

Has anyone else had this trouble and what did you do??

I am being charged for a plan and have access to several apps through which I no longer use. I went to cancel my subscription but when I go to see my plans it says I don't have any. Because I apparently don't have any plans (though I am still being charged and can use several apps) Adobe won't let me contact them through email or phone. I can only use the chatbot which sends me in circles saying I don't have a plan and to get any further I need a plan. I am being charged $80 something a month for a plan I am not using but I can't cancel it because apparently it doesn't exist. 

Has anyone else encountered this? Where can I contact someone from Adobe to help? Does anyone have an email address or number I can have to help?

I have seen other users post similar issues around 2021 but the response they receive is from someone responding saying that no one in the community can help and to contact Adobe. DO NOT RESPOND WITH THAT!! Obviously, if I could contact Adobe I would, but because I have to have a plan/membership to contact someone real, which I do but it isn't showing up...

[kglad]

what's your account show, https://account.adobe.com

if no plans are shown, start here, https://helpx.adobe.com/manage-account/kb/unknown-charge-on-bill.html

[daring_mindset5D85]

Thanks @kglad for responding so quick!!

It's not coming up with any plans, it just prompts to sign up for a free trial.

I appreciate the other link sent, unfortunately none of it was helpful 😞

[kglad]

did you ever start a trial or subscription?

[daring_mindset5D85]

Yeah. I have had a subscription for a few years now and was using it for work. 

[kglad]

was that a teams or enterprise subscription?

[daring_mindset5D85]

Nope. I did originally have one but it was with a different email address (university email) and I contacted Adobe to get that one cancelled and started a different subscription on my everyday email.

[kglad]

what apps for desktop can you use?

[daring_mindset5D85]

So, interestingly nothing now... I logged out and logged back in (because it had been a while) to see if that did anything and now I don't have access to any. I did have Illustrator, Photoshop and Premier Pro. My last charge of $87.99, according to my bank, was yesterday (6 April 2025). So I should technically have access to something.

When I look at past invoices through my Adobe log in it shows up blank.

[kglad]

there's some other email that's being changed for a subscription.

did you try all the emails (at https://account.adobe.com) that might have a subscription?

[daring_mindset5D85]

Yep. When I tried all the other email addresses it asked me to make an account so I don't think they were the ones being used. The one I logged out of was the same one I logged in with, but I will try them all again I guess. 

Thanks for your help by the way! Much appreciated!

[daring_mindset5D85]

@kgladI have found a way to contact someone at Adobe and will reach out there. Thank you for all your help! 

[kglad]

great.  keep this updated.

[daring_mindset5D85]

For the record, this is what happens when I follow advice from other forums/replies. I just need to contact someone but can't because apparently I am not a paying customer despite still being charged.