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Cancellation Issues - Was Forced to Contact Customer Support

New Here ,
Apr 04, 2024 Apr 04, 2024

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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. 

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Community Expert ,
Apr 04, 2024 Apr 04, 2024

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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.

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