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Trial automatically became a paid subscription. I did not want to renew. [was: Robbed by adobe]

New Here ,
Oct 17, 2022 Oct 17, 2022

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I am so done with adobe man, I started a free trial subscription some weeks ago, and it said i would not be charged after that but guess what i was. I didnt even renew my subscription or anything. I used after effects for 2 days. When it ended i didnt have any money on the card i used because i only use that card for my pc purchases. then some yesterday i took a little money on it to buy a game then suddenly boom there went 20£ right out of the window without me renewing it. SCAMMERS

 

Note: Thread moved to Account, Payment & Plan by the moderator.

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Community Expert ,
Oct 17, 2022 Oct 17, 2022

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you didn't pay attention when you subscribed.  it's not as obvious (imo) as it should be, but it's not hidden on the 3rd page of fine print, either.

 

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

 

NOTE:  you may stilll be liable for more payments:  if you have an annual plan paid monthly, adobe will keep charging your card every month until you cancel (even past the one year because your subscription automatically renews). 

 

you'll be penalized (per the above link) if you cancel, but that charge is 1/2 the amount you will pay over the remainder of your one year subscription, note to say anything about future years.

 

to cancel (whether you choose to cancel early or cancel before the auto-renewal), http://helpx.adobe.com/x-productkb/policy-pricing/return-cancel-or-change-order.html 

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Community Expert ,
Oct 17, 2022 Oct 17, 2022

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quote

 I started a free trial subscription some weeks ago, and it said i would not be charged after


By @SuchLucky26271484qy13

 

Please post a screenshot of that.

I've never seen that in an After Effects trial subscription.

 

You have to cancel within the required timespan.

It doesn't cancel without your action.

 

 

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Community Expert ,
Oct 17, 2022 Oct 17, 2022

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After the 7 day free trial ends, your plan automatically converts to a paid plan if you don't cancel.  You had 14 days in which to cancel without penalty.

 

Did you cancel? 

Did you receive an email confirmation of your cancellation?  Check your spam folder.    

 

These are the TERMS you agreed to when you gave Adobe your payment card details.  Did you read them?


How do I Cancel my Subscription?
https://helpx.adobe.com/manage-account/using/cancel-subscription.html
===============
Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html

CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Expert ,
Oct 17, 2022 Oct 17, 2022

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quote

I started a free trial subscription some weeks ago

 

You may still have time for a full refund if it was 14 days ago or less.

https://helpx.adobe.com/manage-account/using/cancel-subscription.html

 

If it really was some weeks ago then you may be liable to pay an early cancellation fee.

Contact Adobe Customer Care via the Chat icon in the bottom RHS of the screen.

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

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Participant ,
Oct 17, 2022 Oct 17, 2022

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yeah, it's a bit rough. I always did think trial versions that didn't ask consent before paying themselves with your account and becoming paid with no input should be illegal. it should inform you and pause your service.
a lot of my friends were caught by that back in college. one even didn't notice and ended up going into debt because of it. just a little, but still.

as well they charge a fee for cancellation of all but the yearly plans. which... doesn't make sense, because it's an automated system. it's like having a bank teller, then charging extra for the ATM outside. big companies will find any reason to pocket any amount of money they can.

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Community Expert ,
Oct 17, 2022 Oct 17, 2022

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you may have missed, and continue to miss the difference between adobe's annual and monthly subscriptions: they can both be paid monthly but the annual plan has a lower monthly rate.  in exchange for that lower rate, you're making a one year commitment.  

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Participant ,
Oct 21, 2022 Oct 21, 2022

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oh, I read the entire contract more or less, and I do have the yearly version for that reason, I'm a professionsal VFX editor. My issue stems with extracting a "convenience fee" using an automated system. Canellation isn't handled by a human, at least it's something that shouldn't be, and the time and energy it takes to send and process is worth pennies at most. In my opinion it has more use as a deterrant to cancellation or "using a program as you need it", which is the de-facto purpose of a lower cost "software as a service", and therefore makes it less attractive as an option, and if a user feels betrayed and scammed, will probably push them away for good.

even if I'm not subject to it, I consider it to be unethical consumer relations, to charge for the privelage of ending recurring payments. if it's an upfront "buy-in" cost, adobe will profit more and users will feel less decieved overall.

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Community Expert ,
Oct 21, 2022 Oct 21, 2022

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if you read, and obviously you agreed to it, now is a little late to be disagreeing.  you should have selected the monthly plan that has no change for early cancellation.

 

and if you want to contact adobe support about your cancellation, use a browser that allows popups and cookies and contact adobe support by clicking 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

p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.s. you can also use twitter to tweet @AdobeCare

p.p.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...

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Participant ,
Oct 21, 2022 Oct 21, 2022

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like I said, I got the plan I agreed with, and have no problem with it (aside from the love-hate relationship with the programs themselves)- I chose the one without any odd fees for using automated systems, with all payment up front and cheaper overall. I'm just here voicing my opinion about why the other plans aren't ethical in a public discussion thread that an adobe employee might actually see, because there's money AND customer trust left on the table here.

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Community Expert ,
Oct 21, 2022 Oct 21, 2022

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LATEST

ok.

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