I've been scammed and need help

[tommy_8646]

Hello everyone. I'm a new Adobe Firefly user. First, let me tell you what happened to me.

A few months ago, I purchased Adobe Firefly from a seller on "S" marketplace.

Before purchasing, I asked the seller about the product. The seller said the service duration was for 1 month which automatically stops after 1 month, get 7000 credits + 4000 bonus credits that would expire if not used.

After my purchase, the seller gave me an Adobe Firefly account and email. He also told me to visit https://firefly.adobe.com to start using it. I tried it, and Firefly worked fine. I used it although not every day and stopped using it before 30 days due to taking care of my family.

A few months later when I checked my account again, I was surprised because there were 11000 credits that shouldn't have been in my account. Then I looked for information in my account and found two "Annual plan, paid monthly" statuses for Adobe Firefly Pro and Creative Cloud Pro even though I never purchased those annual plans. At that moment, I wondered if I'd been scammed.

I have tried to ask the seller but the seller said to ignore it and not answer my chat anymore. Of course I couldn't ignore this issue because I never purchased those plans.

I don't know how and since when the annual plans was applied to my account. I just realized it when I logged back into my account.

I wanted to cancel those annual plans because I never purchased them. I was trying to find out what I could do and I came across contact Adobe support page. I told support about the fraud that had happened to me but I was only given two months free with no cancellation. And it turned out there was a huge cancellation fee that I couldn't afford.

As a victim of fraud, I feel it's unfair that I have to pay the cancellation fees because the seller who deceived me bought the plans, and I didn't have an agreement with anyone to buy the plans.

I don't understand why this could happen. I'm a new user and totally confused. I'm really frustrated with this problem. What should I do?

[SamarthS · Accepted solution]

Hi @tommy_8646, 

I am sorry for the issues you have faced with your account. Unfortunately, we at the community do not have access to users' account details. Moreover, this involves your private account information; we’re unable to assist here on the public forums. Please contact our social team for a secure, one-on-one conversation: https://adobe.ly/42aa7Hv

Thanks  

[tommy_8646]

Thank you so much for your help. I asked the bot there to speak directly to an agent, and the issue is now resolved. Once again, I express my deepest gratitude.

[Wasif_Ali7422 · Accepted solution]

I’m really sorry this happened to you — unfortunately, what you experienced is a fairly common type of scam. Third-party sellers resell accounts that are either on stolen credentials, student discounts, or fraudulent credit cards. Once you log in and start using it, the account looks legitimate, but the subscription is tied to you, not the scammer. That’s why you’re now stuck with the annual plan and cancellation fees.

What you can do right now:

1. Stop using the fraudulent account.

   • If the email/account was created by the seller, it may not be safe. They likely still have the login details.

2. Contact Adobe directly (not the reseller).

   • Explain clearly: you never purchased these annual plans, you got the account from a fraudulent seller, and you are the victim of fraud.

   • Ask for the case to be escalated to Adobe’s fraud or trust & safety team, not just billing support. First-line support often only reads scripts and can’t override cancellation fees.

3. Provide documentation.

   • Save screenshots of your purchase conversation, the seller’s info, and proof you were told it was “1 month only.”

   • This helps Adobe see that you are not the one who agreed to the annual plan.

4. Dispute the charge with your bank or card issuer.

   • Since you did not authorize an annual subscription, your payment provider can investigate and potentially reverse the charges.

   • This often puts pressure on Adobe as well, since disputed transactions are flagged.

5. Report the seller and the marketplace.

   • File a complaint with the marketplace where you bought the subscription. Most have policies against selling unauthorized software accounts.

   • If possible, also report to consumer protection agencies in your country.

Going forward:

• Only purchase Adobe products directly from Adobe’s official website or authorized resellers.

• Never use accounts “sold” by individuals — they are almost always fraudulent, and the buyer ends up paying more in the long run.

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:white_heavy_check_mark: Bottom line: Escalate with Adobe (fraud team), dispute with your card provider, and stop using the compromised account. You should not be the one paying cancellation fees for a scam you didn’t agree to.

[tommy_8646]

Thank you very much for your detailed explanation. It was very helpful.