Cancellation Issues - Was Forced to Contact Customer Support

Question

I am posting to bring awareness to the community.On March 11th, 2024 - I signed up for a Free Trail for Adobe Express.On April 4th, 2024 - I received an email letting me know my subscription was about to renew and was instructed on how to cancel the Adobe Express subscription.Following the instructions in the email, I went to the Manage Plans page to cancel this subscription and there was no plan or button to cancel. Not to mention, my plan did not even exist so when I clicked the links in the email it brought me nowhere. I was forced to contact Customer Support and create a chat where they hounded me several times to continue the subscription. ADOBE - WHY IS IT SO HARD TO CANCEL?Please see the enclosed as evidence to support my experience:Screenshot of the Email (None of the links worked properly because the plan didn't exist???)Screenshot of my Manage Plan page (See no option to cancel)Screenshot from Adobe's Help page on how to cancel a subscription (Note the difference between their example and what my profile was showing me)Chat Log (Note being asked multiple times to continue the subscription, why -- I'm trying to cancel???)Anywho - Not the end of the world but had to jump through extra hoops to cancel a subscription when I should have just been able to click and say goodbye.

kglad · Accepted Answer

for others;

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

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

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support.

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

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.

max jourdan · Answer

I've just had exactly the same infuriating problem!

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