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How come I have to pay to delete my account and then request a refund?

New Here ,
Aug 21, 2023 Aug 21, 2023

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I activated one of the free premium Adobe express memberships offered for Etsy sellers. I knowingly let the trial expire without providing payment because I don't want to continue to use it. I even attended 2 of the virtual Adobe workshops for Etsy sellers and although I do see how it can be helpful, I've found options elsewhere that are more beneficial to me. I don't want the premium service. Following the directions, it says I need to pay to manage my account to cancel the account/ delete the account. Also, there is no button on email reminders to unsubscribe from the email reminders to update my payment for a service I don't even want. I see they claim you can get a refund after paying to cancel the account, but this seems so unnecessary. What is the reason to temporarily pay to cancel and delete my account and then I have to turn around and request a refund? 

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New Here ,
Aug 21, 2023 Aug 21, 2023

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Community Expert ,
Aug 21, 2023 Aug 21, 2023

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This space is provided by Adobe, but this is not Adobe support
Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that wait times are sometimes long before an agent responds
.
You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
You MUST also allow 'cookies' in your web browser for the link to work
This will NOT work if you are using a VPN
.
This link will go directly to the chat option
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent in the lower right, without the quote " " marks
or
Twitter tweet @AdobeCare
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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Community Expert ,
Aug 21, 2023 Aug 21, 2023

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did you agree to a free trial that automatically rolled into a paid subscription?

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Community Expert ,
Aug 22, 2023 Aug 22, 2023

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You only can claim a refund in the first 14 days of your paid subscription. You can't cancel a subscription when there are open payments to be done. That is a general feature design, irrespective if you are eligible for a refund or not. 

 

Contact Adobe customer care as suggested by @John T Smith .

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Aug 22, 2023 Aug 22, 2023

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Hi @Lyn31417413kgah,

Adobe Express premium provides a free trial for 30 days and then the paid subscription starts. I checked the account details and found that you have an active subscription since 3 months.

This is the reason you're getting the message for payment.

 

We'd suggest getting in touch with the support team to start a private chat session because we can not share more info that this in a public forum like this.

Let us know if you have any questions for us.

Regards,

Shivangi

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