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morelora
Participant
April 19, 2015
Answered

Why am I being charged $19.99 for a free cloud account?

  • April 19, 2015
  • 1 reply
  • 9274 views

I'm confused about this "free" account that cost $20.  I originally tried to use this to convert a PDF document to Word, but it didn't work, so I never tried again.  Now when I tried to call the company, I'm told to try to reach them online....So does anyone have any ideas about cancelling?

    This topic has been closed for replies.
    Correct answer Sara_Forsberg

    Hi morelora,

    I've checked your account using the email address that you use here in the forums--there are no subscriptions tied to that email address. So, that likely means that you either signed up using a different email address (Adobe ID), or signed up via one of the mobile apps (via an app store).

    That said, the subscription that I think you're referring to (ExportPDF, which costs $19.99/year) was never free. We do offer free cloud storage, so maybe that's what you're thinking of.

    In any case, you can either follow the instructions in Cancel your membership or subscription | Acrobat, Acrobat.com online services, or  Contact Customer Care if you purchased your subscription from Adobe. If you purchased via one of the mobile apps, it's necessary to contact that app store for cancelation, as Adobe doesn't handle those subscriptions.

    Please let us know if you have additional questions.

    Best,

    Sara

    1 reply

    S
    Sara_ForsbergCorrect answer
    Inspiring
    April 20, 2015

    Hi morelora,

    I've checked your account using the email address that you use here in the forums--there are no subscriptions tied to that email address. So, that likely means that you either signed up using a different email address (Adobe ID), or signed up via one of the mobile apps (via an app store).

    That said, the subscription that I think you're referring to (ExportPDF, which costs $19.99/year) was never free. We do offer free cloud storage, so maybe that's what you're thinking of.

    In any case, you can either follow the instructions in Cancel your membership or subscription | Acrobat, Acrobat.com online services, or  Contact Customer Care if you purchased your subscription from Adobe. If you purchased via one of the mobile apps, it's necessary to contact that app store for cancelation, as Adobe doesn't handle those subscriptions.

    Please let us know if you have additional questions.

    Best,

    Sara

    sharonw30755179
    sharonw30755179
    Participant
    July 18, 2015

    Hi I too are being charged $19.99 per month and have already paid a total of $ 140.00.  I do not know how this subscription was activated but i never approved it or gave my credit card details for it but some how i am being charged and i have tried to cancel this so called subscription butcannot contact customer service.

    I have followed your suggested way of cancelling to no avail

    S
    Sara_Forsberg
    Inspiring
    July 21, 2015

    Hi sharonw,

    I've looked at your account, and I don't see any record of the $140, so I don't know what that charge may have been for. However, you do have an Acrobat Pro subscription, and that is what you're being charged for at the rate of $19.99/month. You may want to Contact Customer Care so that an agent can take a closer look at your account.

    Best,

    Sara

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