I wish to cancel my subscription

[Guest]

My subscription was supposed to renew on Jan 17th, and I was meant to cancel it, but I forgot, so when the payment "went through" it failed as my method of payment had insufficient funds. I should normally have to be able to do this for 15 days after Jan 17th, however, because the payment failed, I cannot do this myself, I have been trying every 24 hours as per instructions in the forum but to no avail, there is no way I can get in touch with customer service, I have tried all the steps in several forum posts with no results. Could I please be helped with cancelling my subscription, I might be paying for it at the middle of this year but as of now I won't be renewing and I cannot seem to be able to do anything to fix it. I would appreciate any help

[LinSims · Accepted solution]

I'm sorry you're having trouble contacting customer support, but I'm afraid you're going to have to keep trying. This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

Click the following to contact Adobe customer support staff for help: 

https://helpx.adobe.com/contact/support.html

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work. Disable any ad, pop-up, or script blockers.

This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.

If the CSR refers you to the forums, insist on speaking with a supervisor and keep moving up the chain until you get someone who knows what they are talking about.

You can also search this page for a regionally appropriate phone number for customer support.

https://helpx.adobe.com/contact/phone.html.

Be aware that because of the pandemic, wait times are far longer than usual due to reduced staff and higher demand. Please be patient with the people to whom you speak. Like you, they are feeling a great deal of stress. A little patience and understanding will go a long way to helping you in your particular situation.