Urgent!! I cancelled my free trial but I can still use the app

[haiv]

I cancelled my adobe animate free trial early, and today i checked the app again, and adobe animate is still working and allowing me to use it. from what I know, this should not be possible and my access should've ended the moment i cancelled the trial. the app shows that I still have a free trial to the app and that I have 7 days left even though today, jun 18th, should've been my last day since i got the 7 day free trial on the 11th.

 

I tried to cancel the free trial again by going to my account page and managing my plans, but this free trial is not listed there and it only lists the one I got on the 11th, as cancelled. I don't know what to do and no one else seems to have had this issue. I don't want to be charged. 

I also got a cancellation confirmation in my mail from when i cancelled the trial, so I know that i did in fact cancel it. 

[haiv]

Update: I deleted the app, and signed out of creative cloud and when I logged in again, it now says I don't have any free trials, so I think the problem is solved, however, when I go to the adobe animate plan on my browser, theres an option for me to get a free trial again which I can go through with and checkout, which doesn't seem right. Is there just an issue with my account? because I heard that I should not be able to get another free trial on the same device. 

[Jeffrey_A_Wright]

Haiv, did you not want to cancel your Animate plan? If you cancelled the plan in error, click on https://adobe.ly/3z3eXLQ to request that the plan be reinstated.

The trial with payment is limited to the account; if you attempted to restart the trial, you would either receive an error or resume the previous plan that was canceled today and be charged. If you wish to continue using Animate, please click on https://adobe.ly/3z3eXLQ so a team member can help you resume the plan without errors, Haiv. 

^JW

[haiv]

Thank you for the information, and no, I did not want to continue the plan. I was just concerned when the cancellation didn't seem to work. You confirmed the cancellation earlier so everything's been sorted out now and I no longer have access to the free trial which is what I wanted.  

[Jeffrey_A_Wright · Accepted solution]

Haiv, thanks for your question. I see that your subscription has been canceled. If you have any additional questions, please begin a secure chat session by clicking on https://adobe.ly/4bX1OTf to speak with a member of our support team.

For future viewers of this discussion, please see https://adobe.ly/4bbU8eu for information on how to cancel a trial or subscription. ^JW

[charoenkwan_w]

I cancelled an adobe Pro before 7 days for free trial by inform to you via email but I stilled charged money by monthly with my Credit card. To solved this problem .previously for 4 months ago I pending to used my credit card that like wit you Adobe Pro insteady .But when I released my credit care from pending to be as normal. Yesterday I stilled was charged money from my these VISA  Card again . Why youe company did right this .I wanted to redeemed my money back.

How to do it ?

[kglad]

@charoenkwan_w 

you cannot cancel via email:  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

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, you'll need to await help from an adobe employee for the next step.  (if you don't get a reply here from a badged employee within 24 hours, repost.)