Unable to Cancel Student Subscription – Account Stuck in Loop

[clinton_6290]

Hey everyone,

I need urgent help with my subscription. I subscribed to Adobe Creative Cloud with a student plan (using my university email) directly through Adobe, not through my university.

Since I graduated, my plan has increased from £30 to £60 per month. I want to cancel the subscription, but I keep running into problems:

• On the “Manage Plan” page, there is no option or button to cancel. It says my subscription is “from my university.”

• The virtual assistant leads me to contact my university IT support. I already did this and they confirmed they did not "help" doing subscription, so they have no record of my subscription and no authority to cancel it.

• I tried to delete my Adobe account completely, but the “Data and Privacy” page is empty.

• I even contacted my bank, but they said they cannot block the transactions.

• Live Chat is always not available, and I have not found a working support email.

At this point I am stuck. I just want to cancel my subscription, but Adobe’s support system keeps sending me in circles.

Could anyone please help me cancel this subscription directly, or guide me to the correct channel where a real person can process the cancellation?

Thanks,

Clint

[Nancy OShea]

Did you contact the University's IT dept about cancelling?

[clinton_6290]

Hi Nancy, thanks for your reply.
Yes, I contacted my University’s IT department already. They confirmed they have no record of my subscription and no authority to cancel it. I also don’t see any record of this subscription in my Adobe account, yet the transaction is still being charged every month. This is confusing because I purchased my Creative Cloud student plan directly from Adobe using my student email, not through the University.

[Jeffrey_A_Wright]

Clint, check with your University again, then, if you used the email address managed by them. You can also ask that your University implement the steps listed in https://adobe.ly/4mGEiyE to prevent future people from creating individual Adobe accounts with their University email.

You can also use the steps in https://adobe.ly/4mS2PRK to request a password reset if you used a different email address, Clint, and need to regain access to the account. ^JW

[Jeffrey_A_Wright]

Clint, I'm sorry, but I don't see any active subscriptions under either account. You are correct that your university has claimed the email address. Please reach out to your University's Creative Cloud plan administrator to request that you be removed from their plan. ^JW

[clinton_6290]

Hi JW, thank you for checking.
I have already spoken with my University’s IT Support team, and they confirmed I am not part of their institutional plan. They cannot see my subscription in their system and therefore cannot remove me.

The difficulty is that my Adobe account shows my University’s name on the plan page, but the University has no record of it, and I cannot cancel from my side either. Since I originally purchased this subscription directly from Adobe using my student email, it seems the account has been incorrectly linked to my University. I also never received any confirmation email for this subscription, which makes the situation more confusing.

I would really appreciate your guidance on how I can get this subscription properly cancelled.

[Nancy OShea]

Adobe doesn't use email support.

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