Subscription - frustration with Adobe!

[Simon Childs]

Hello, I signed up for a Creative Cloud all apps subscription about two years ago, I was aware that I was committing to a 12 month contract though expected that I’d be able to cancel at any time after the initial 12 month period. I have wanted to cancel the subscription for some months, however whenever I try to do so I’m advised that there will be a cancellation fee. I’ve tried to contact Adobe on numerous occasions though cannot find a way to communicate with real people, the link on the website that says “Contact Us, Real help from real people” does not take you to real help or real people, rather you end up going round in circles. I’ve recently determined that the cancellation fee is because when the subscription renewed it also constituted a 12 month contract which frankly is ridiculous. Why can’t the subscription simply be monthly rolling? With thanks.

[kglad]

contacting adobe support should be a help to you. (and yes, it should be easier to find this information.)

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-com...

[Simon Childs]

Hi All, Many thanks for your replies, I've found a phone number for Adobe UK from the links provided so will call and report back here. Thanks again.

[kglad]

yes, keep us updated.  (the sooner you contact adobe, the better.)

[Simon Childs · Accepted solution]

Hi Again, So I've had a great phone call with a very helpful Adobe rep who has refunded for the period that my subscription has been unused, and has done me a deal on an Acrobat Pro only subscription. All's good! Many thanks.  

[kglad]

that's good to hear.  (and thank you for that update!)

[Jeffrey_A_Wright · Accepted solution]

Simon, I am sorry for any frustrations you have encountered while trying to complete the cancellation process. Please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to reach a member of our support team. If the chat window fails to open, then use a different browser or device to contact us.

For future viewers of this discussion, the same technology that allows you to chat with a member of our support team is also utilized when you try to manage your plan using the steps listed in https://helpx.adobe.com/manage-account/using/cancel-subscription.html  If you are unable to contact us or manage your plan, then please try using a different device. Not all memberships can be self-managed, but you could be blocked like Simon was from completing either action.

[Rashmi27002770wxve]

Hi there,

Happy to help!

If you cancel within 14 days of your initial order, you’ll be fully refunded. Should you cancel after 14 days, you’ll be charged a lump sum amount of 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period.

For future reference, please read the article to learn about cancellation terms for your subscription.

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

Since, this is a community forum, to discuss any refund related information we would request you to contact our Customer Support team and you will get all the help you require in order to resolve the issue.

https://helpx.adobe.com/contact.html?rghtup=autoOpen

If you are not able to get to the chat window, then disable your adblockers, firewall, enable cookies/scripts on your browser. If it still fails then change your browser/machine/network.

Please do not share any personal/confidential information like email ID, bank details, etc here. This is a public forum.

Hope the information was helpful to you. Please let me know if you have any further questions.

Sincerely,

Rashmi Swain