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Unable to cancel plan after free extension

New Here ,
May 19, 2024 May 19, 2024

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Went to cancel plan on the annual date, went and agreed to 2 months of InDesign for 'free'.

Immediately decided they probably were trying to hook me up for the next entire year with that, and now cannot cancel without a 110 pound cancellation fee! I haven't used Indesign since agreeing, and currently am still paid for in the last month, but am unable to cancel something I have not used yet?! Pls help, am afraid to cancel and get a refund because I cannot afford the chunky cancellation fee if it doesn't work

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Account management , Billing

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Community Expert ,
May 19, 2024 May 19, 2024

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The two free months probably were contingent upon renewing.

 

Please go to Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies in your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

or X (was Twitter):
https://twitter.com/adobecare

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Community Expert ,
May 19, 2024 May 19, 2024

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You agreed to pay for 1 year or incur a 50% early cancellation fee for the remaining months of service.

To avoid fees, wait until your 12th month of service to cancel.

 

Log-in to your account portal below.
https://account.adobe.com/plans

===============
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

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

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Community Expert ,
May 20, 2024 May 20, 2024

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ie, to cancel without penalty (for a monthly-paid annual subscription), cancel any time after the 12th payment is received.  you can't designate, in advance, a cancellation date.

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Adobe Employee ,
May 20, 2024 May 20, 2024

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Hi Oliver,

As per your account details, you have an active subscription to Adobe Illustrator for 1 year and 8 days. The subscription got auto-renewed after the first year's completion.

This is the reason you're getting charged with the early cancellation fee.

Let us know if you have any questions.

Thanks,

Shivangi

 

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New Here ,
May 20, 2024 May 20, 2024

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First year completion would have been today? I tried cancelling yesterday after accidentally agreeing to 2 months free when on my way to cancel. I just wanted to have more of a look but it renewed after a couple clicks, when i was expecting to jump through ten hoops to try and cancel like everytime i have tried before. Usually with products you can cancel and get a refund on a product if unused and within a short time. At the time, being the 19th before payment 'would' have been taken the plan wasnt in effect yet and it was still giving me the cancellation fee. I was hoping someone would be able to direct me to some Adobe help if there is a way to cancel this? I havent used the plan yet, and dont have a reason to so wont use for the next year and just am going to be charged anyway? I literally cannot afford the early cancelation fee right now so am stuck, and feel like I was lured in by some shady advertising as i was on my way to cancel the plan as there was no overtly visible agreement for the next year shown. 

 

I already waited months to cancel yesterday to avoid the cancellation fee and within 3 seconds have been locked into an entire other year 😞

I feel like this is very scummy behaviour, for a company with such a great product they should't need to stoop to such tactics

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Community Expert ,
May 20, 2024 May 20, 2024

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you can make your case with adobe support.  there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, 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.

twitter/x:
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.

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