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untouched subscription

New Here ,
Nov 19, 2023 Nov 19, 2023

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I joined a free subscription back in June and have been unknowingly charged since. My account has gone untouched since the time of the trial. I contacted customer service via phone and they said that I would need to pay an early cancellation fee for a subscription that was never used. I would like to know if/how I could obtain a refund for the untouched months where I was charged. 

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correct answers 1 Correct answer

Adobe Employee , Nov 21, 2023 Nov 21, 2023

Hi @Sarah337285496k6b,

We appreciate you reaching out. As @kglad mentioned above, the free trial lasts for 7days. You are entitled for the refund if you cancel the subscription within 14days. As per your account info, you purchased the subscription on May 16, 2023 and it ended on November 20, 2023. This is the reason you have been charged for 6 months and 4 days.

Let us know if you have any questions.

Regards,

Shivangi 

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Community Expert ,
Nov 20, 2023 Nov 20, 2023

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@Sarah337285496k6b 

 

The volunteers have no access to account information and are not able to assist with billing. Only Adobe Customer Care can do that and no one else. I've moved your post to Account, Payment, & Plan.

 

Try the link to auto-open the Chat:
https://helpx.adobe.com/contact.html?rghtup=autoOpen  
Type "agent" to get a human.

If your browser blocks the Chat window, try the troubleshooting tips here:
https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703  

You can also send a post through X (formerly Twitter) to @AdobeCare.

 

When you subscribe to an annual plan and cancel early, there is a fee for early termination. There are charts here that break down the numbers for you according to which plan you purchased and when you cancelled.

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


Do not reply to PMs, which are likely to be scammers.

 

There will be a second Expert who will reply and repeat all that I have said.


~ Jane

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Community Expert ,
Nov 20, 2023 Nov 20, 2023

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adobe doesn't/can't track whether you use its apps, or not.  when you signed up for the free trial, you agreed to start a subscription unless you canceled within the 7 day trial with 7 day grace period.

 

failing to do that, if you started an annual trial, and then later cancelling triggers an early cancellation fee = 1/2 the remaining subscription.

 

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

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

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support.

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
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.

 

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

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



<"moved from using the community">

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Adobe Employee ,
Nov 21, 2023 Nov 21, 2023

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Hi @Sarah337285496k6b,

We appreciate you reaching out. As @kglad mentioned above, the free trial lasts for 7days. You are entitled for the refund if you cancel the subscription within 14days. As per your account info, you purchased the subscription on May 16, 2023 and it ended on November 20, 2023. This is the reason you have been charged for 6 months and 4 days.

Let us know if you have any questions.

Regards,

Shivangi 

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