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Unable to cancel Acrobat subscription within trial period

New Here ,
Mar 30, 2023 Mar 30, 2023

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Adobe makes it incredibly hard to cancel a subscription within the trial period.

 

I wanted to experiment a functionality within Acrobat Pro, and decided it wasn't for me. On the same day, I wanted to cancel my trial period via the link available on the FAQs. Once I clicked "Manage Plan", I was met with a screen saying "Social Sign-In not supported". Once I clicked "Continue", I was prompted to set a new password for the account.

Once that process concluded, the page went into a loop, once more taking me to the "Social Sign-In not supported" page and having to re-do the process. This made it impossible to cancel the plan via normal methods.

 

Once contacted an agent, I quickly explained the situation. The agent didn't seem to understand my request. I insisted I just wanted to cancel my trial within the 7-day period to not be charged, and didn't want any deals discounts or others. The agent continuously tried agressive selling tactics, insisting they could not cancel and would be charged.

 

Eventually, after much insistance on my behalf of my simple objective of just canceliing, the agent was able to follow through with the request, finally reciving the "We're sorry to see you go" email.

 

My main issue was the agressiveness in the selling pitch and the idea that the agent was unable to help, leaving me desperate not knowing wether I would be charged or not, despite my attempts. Feeling panic over something you've done nothing wrong is not a feeling I want when dealing with problems, and the agent could've saved valuble time if they just did exactly what I needed assistance with, and not needing me to practically beg for their help.

 

Not the way to go with customer care...

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Account management , Billing

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Community Expert ,
Mar 30, 2023 Mar 30, 2023

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@Ricardo29156750xinh 

 

terrible to hear that, but good for you persisting.

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