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How do I cancel my subscription and get a refund?

New Here ,
Nov 11, 2017

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I wanted to get a month subscription to PDF export to export a form for a non-tech savvy uncle. So I jumped on to the adobe website and "Cool! A month will only cost $1.99 I can do that!" Failing to read the smaller sub text that it would be billed at $23.88 for a whole year. Really? Why even advertise a monthly rate at all??? Whatever. I want to unsubscribe. Looking at my profile page there's an option to "manage plan" so I click on it and.... nothing, I get a blank page. Maybe my internet is being slow again... Wait for it. Nothing. I'll check again in the morning. --> Next day, same story... I'm really bleak now I have lost R350 (I live in South Africa, that's a substantial amount of money) all my searches on the support pages give me infinite loading animations and the management page is still blank.

The export didn't help me out at all by the way I did the whole OCR thing with the free trial of pro DC. I just got a garbled mess... So I have wasted a lot of money, effort, time and stress on this. and would REALLY appreciate a solution from the adobe guys ASAP.

Hi

Sorry to hear that you are unable to get in touch with the support, but that shouldn't be a problem. As cancellation would be done by the billing team via chat. So you may please once again follow the steps suggested below -

1-Select Account issue

2- Select Cancel my membership

3- Select "Show me my contact option" and please ensure that you are "Signed In" on the page with your Adobe ID and password

Let us know if it still doesn't help. We will try to contact to the team on your behalf.

Regards,

Akanchha

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Acrobat.com Cloud Storage, ExportPDF

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How do I cancel my subscription and get a refund?

New Here ,
Nov 11, 2017

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I wanted to get a month subscription to PDF export to export a form for a non-tech savvy uncle. So I jumped on to the adobe website and "Cool! A month will only cost $1.99 I can do that!" Failing to read the smaller sub text that it would be billed at $23.88 for a whole year. Really? Why even advertise a monthly rate at all??? Whatever. I want to unsubscribe. Looking at my profile page there's an option to "manage plan" so I click on it and.... nothing, I get a blank page. Maybe my internet is being slow again... Wait for it. Nothing. I'll check again in the morning. --> Next day, same story... I'm really bleak now I have lost R350 (I live in South Africa, that's a substantial amount of money) all my searches on the support pages give me infinite loading animations and the management page is still blank.

The export didn't help me out at all by the way I did the whole OCR thing with the free trial of pro DC. I just got a garbled mess... So I have wasted a lot of money, effort, time and stress on this. and would REALLY appreciate a solution from the adobe guys ASAP.

Hi

Sorry to hear that you are unable to get in touch with the support, but that shouldn't be a problem. As cancellation would be done by the billing team via chat. So you may please once again follow the steps suggested below -

1-Select Account issue

2- Select Cancel my membership

3- Select "Show me my contact option" and please ensure that you are "Signed In" on the page with your Adobe ID and password

Let us know if it still doesn't help. We will try to contact to the team on your behalf.

Regards,

Akanchha

TOPICS
Acrobat.com Cloud Storage, ExportPDF

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Nov 11, 2017 0
Adobe Employee ,
Nov 13, 2017

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Hi Kierans,

Really sorry to hear about your experience and the inconvenience caused to you.

Yes, this is correct that the Export PDF is an annual subscription of $23.88 and its not available as month to month plan.

If you were not looking for an annual plan then you can go ahead an cancel the subscription with the help of our customer care billing team and get your refund (cancellation done within 14 days) Cancel your membership or subscription | Adobe Acrobat, Document Cloud PDF services

As this is an open forum so the billing and cancellation concern would be taken care by the billing team Contact Customer Care

Hope this helps.

Regards,

Akanchha

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Nov 13, 2017 1
New Here ,
Nov 14, 2017

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Thanks, please provide me with an email address to contact the relevant department. The website makes it frustratingly difficult to contact support.

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Nov 14, 2017 0
Adobe Employee ,
Nov 15, 2017

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Hi

Sorry to hear that you are unable to get in touch with the support, but that shouldn't be a problem. As cancellation would be done by the billing team via chat. So you may please once again follow the steps suggested below -

1-Select Account issue

2- Select Cancel my membership

3- Select "Show me my contact option" and please ensure that you are "Signed In" on the page with your Adobe ID and password

Let us know if it still doesn't help. We will try to contact to the team on your behalf.

Regards,

Akanchha

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Nov 15, 2017 1
New Here ,
Nov 15, 2017

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All sorted, I don't know what changed but i was able to access the plan management page and cancel from there. I suspect my subscription just took a while to propagate through the system.

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Nov 15, 2017 0
Adobe Employee ,
Nov 15, 2017

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Perfect!

Let us know if there is any further assistance is required.

Regards,

Akanchha

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Nov 15, 2017 0
New Here ,
Jan 21, 2018

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Is like they do it on purpose so the subscriber can't cancel.  They make you go through this laberint and at the end, you get a lot of bla bla bla and no button to cancel - In the mean time months keep passing by and your credit card

keeps being charged $29.99.  I have NEVER used this product, I tried it for a few days and had no idea my credit card was going to be charged every month after that  without using the product. So far my credit card was charged $779.79

And I want a refund for all that money.

Since I had no idea how to cancel this subscription, I just twitter  Ann Lewnes, the executive vice president of adobe Inc. to see what she's got to say about this. They need to make it easier for customers to get to that cancel button. This should not be legal. I need a refund for all  my money.

Please let me know who I need to speak for this - The credit card on file is not valid anymore. This is how I got the email that I needed to pay for the month of February. So adobe.com will need to issue a check in the mail, because that credit card was canceled.

Thank you

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Jan 21, 2018 3
New Here ,
Nov 27, 2019

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I had this same issue but luckily was able to cancel after a few months  - it's unbelievable that they're able to do this without making it more clear when signing up for their "free trial" that you will be automatically registered for an ongoing subscription if you don't cancel within the 14 day time frame or whatever it is. No communications on this whatsoever, no warning that your free trial is ending and you'll automatically be registered - absolutely insane. 

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Nov 27, 2019 1
New Here ,
Mar 17, 2018

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I too received an annual subcription charge of $75 against my credit card on March 16th 2018.  What is interesting is there is no email communication notifying you of a pending renewal like most companies. I do not use the service and have not used it for over a year.   When I cancelled the membership I received information stating that it would continue through March 16th 2019. I checked online and there's some up Clause that states you cannot get a refund on renewals only on the original order.  I would like a refund and Adobe needs to cancel their sneeky practice of not notifying customers of pending renewals. I called the customer number and was unable to get through.

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Mar 17, 2018 4
New Here ,
Aug 10, 2018

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Me to, i payed to test the product for 1 month and i get to pay for 2 months.

Normaly when you test a product, the 1st month is free and after this they first ask you if you want to pay for an extra month/year or not.

This realy feels like they robbed me from my money with some dark marketing tricks.

This is very, very bad!!!!!

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Aug 10, 2018 2
New Here ,
Dec 17, 2018

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Same thing happened to me. No notice it was going to auto renew and my card got charged, causing my bank account to go negative. I intentionally keep limited funds in that checking account in case of ID theft, so a $100+ charge drained it. Had I known it was going to auto renew (even a 24 hour notice), I could have transferred money into the account. So now I'm paying another $50 in overdraft fees. Thanks Adobe. I just cancelled my plan, probably will never see a refund, and will NEVER use adobe products again. I would continue to use their products if their billing practices evolved out of the 1990's. They can spam me an email every day trying to sell me something new, but can't be bothered to write a simple line of code to notify subscribers that their plans are about to renew.

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Dec 17, 2018 0
Adobe Employee ,
Jul 03, 2019

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Hi All,

This is a public forums, all the accounts and billing related concern will be taken care by our customer care billing team over Phone/Chat.

For security reasons, we can't disclose someone's account and subscription details over forums. This is the reason we have redirected to the support in our initial response.

To know more about the About Adobe subscription renewal and cancellation you can go through the Terms & Condition Adobe Subscription and Cancellation Terms | Adobe

Thanks,

Akanchha

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Jul 03, 2019 0
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