Unable to get a refund when cancelling subscription paid for this morning

[Flamboyant_wisdom5E9E]

Hi, my annual adobe creative cloud subscription has renewed recently £200 more expensive than my payment last year. For some reason all emails about this went into my spam so I was unaware of this, and the payment failed initially and was only taken out today. I don't require the sevice and want to cancel with a refund, but I can't find the option to do so. My subscription was meant to start on Dec 17th, but the payment only went through today so I'm literally only just finding out about it. Surely the 14 day refund period starts from the day of the actual payment, not the day when the payment first failed, right?

Thanks.

[kglad]

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

and for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

after cancelling, double check your account shows what you expect, https://account.adobe.com

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.

if you're unable to follow the steps described, check your account (https://account.adobe.com) for a payment problem. all payment problems must be resolved before cancellation is enabled, https://helpx.adobe.com/manage-account/kb/fix-failed-missed-payment.html

[Flamboyant_wisdom5E9E]

Hi, I have cancelled the subscription but it just says my suscription will end in 348 days, there is no mention of a chance for refund.

The payment is fine. It failed before, but it went through today.

I think the 14-day refund period started from the 17th when the payment first failed, and has since expired, which is why I can't find a refund option now. I feel that this is unfair though, since I only paid today and didn't have access to the services prior. Is there someone from support I could contact to get the refund? This seems like an error with the system.

[kglad]

do you have annual prepaid subscription?

[Flamboyant_wisdom5E9E]

Yes it was the annual prepaid £392 creative cloud pro subscription. It says there should be a 14 day refund period.

[kglad]

not with prepaid plans unless cancelled in the first 14days of the trial.  not 14 days into a renewal.

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

[Flamboyant_wisdom5E9E]

So the 14 days start from when the payment is requested, not when it is actually paid? I was only charged today and had no knowledge of it prior - nothing from my bank then the payment first failed.

[kglad]

the 14 days starts 1 year before your renewal date.