Urgent: Billing Issue with Adobe Acrobat Subscription

[janchan]

I received an email yesterday saying that this month's payment for my Acrobat subscription had failed. My credit card company, has no record of Adobe attempting to bill them and advised me to check again today.  Consequently, I checked my Adobe account and received an error message saying that my user id did not exist, so I created a new one using the same credentials. I was allowed to do that, but there were no plans or subscriptions listed.

I have been trying unsuccessfully for the last 2 hours to talk to a real person (as promised on Adobe's webpages).  I am concerned about the possibility of being double-billed if I start a new Acrobat subscription and want to avoid unnecessary charges, including a cancellation fee, for an issue that appears to be on Adobe's end. 

I attempted to resolve this via phone support using a number given to me by AI as the best to use, but the automated system disconnected me before I could provide the necessary information. Please advise on how to resolve this billing issue without incurring a cancellation fee. Your prompt assistance would be greatly appreciated.

Janet Underwood

[jane-e · Accepted solution]

@janchan 

I removed your email from this public forum.

Only Adobe Customer Care can assist with billing. Try the link to auto-open the Chat:
https://helpx.adobe.com/contact.html?rghtup=autoOpen  
Type "agent" to get a real person and ask for a supervisor or Tier 2 support.

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.

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

Creating a new Adobe User ID will not help you, because your account is tied to your former ID, not the new one.

~ Jane

[kglad]

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">