Cancellation Issues - Was Forced to Contact Customer Support

[Kimberly36535035chho]

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 solution]

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]

I've just had exactly the same infuriating problem!

[Tarun Saini]

Hi 

@max jourdan

,

Thanks for reaching out. Please follow the steps mentioned above by 

@kglad

.

Regards,

Tarun

[Double Eforsure]

I have really need to cancel my plan. Please contact me. I am thinking of reporting to the UK Ombudsman. 

[David__B]

Hi @Double Eforsure

Still to hear about your difficulties. Please contact our customer service for assistance with cancellation. They can be reached here: 

https://adobe.ly/4dyNuSr

Thanks,
Dave

[Double Eforsure]

Dear Dave,

When I tried to cancel before, the system informed me that I will be charged over £90. I can’t afford that so I don’t know what else to do.
Enya-Erine Onah

[kglad]

@Double Eforsure 

what did support say?

[mahmoud_5524]

Hi 

Thanks for reaching out — we’re sorry to hear you’re facing this frustrating situation.

If you're trying to cancel but getting a message about a cancellation fee, it's likely due to the terms of an annual plan paid monthly. However, we completely understand that circumstances can change, and we want to help.

Please follow up directly with our support team (https://helpx.adobe.com/contact.html). They’ll review your account and can discuss possible options, including any available fee waivers or plan adjustments based on your case.

Let us know if you need help navigating that — we're here for you.

Warm regards.

^MM