Participant

Answered

Cancel, refund and change subscription

Forum|Forum|2 years ago
January 3, 2024
6 replies
3519 views

Hi,

I've mistakenly purchased a mobile subscription to Lightroom. I don't want it as I want to be able to use Lightroom on my PC as well.

I've asked for a cancellation and refund via Google play but they say I need to contact the developer (LrAndroid-Feedback@adobe.com). I've sent a couple of emails to that address and I only get automated replies.

Does anybody knows who I need to contact? It's quite frustrating that I'm locked for a year in a mobile subscription and that I cannot get the subscription I want.

Regards,

Miguel

Android

Correct answer Rick Spaulding -

Hi Miguel,

Sorry for all the trouble with your account. I've looked into it for you and have sent you an email.

Rick

O

Olegas_Knezys7686

Participant

How do I unsubscribe from Lightroom? Now Lightroom trial. All the instructions lead me to the Adobe disclaimer. I want to stay with Adobe, only to refuse Lightroom.

jane-e

Community Expert

@Olegas_Knezys7686

What kind of subscription do you have? All apps? Photography? A single app? What part of "Adobe" do you want to stay with?

If you have a subscription that includes LR Classic, then stop using it and uninstall it. Otherwise we need more information.

Jane

H

heba_2762

Participant

Me also I need to solve it & refund

H

heba_2762

Participant

Can any body help plz to refund

jane-e

Community Expert

@heba_2762

Only Adobe Customer Care can assist with refunds. Please note that if you have an annual plan, which is discounted, then you will have a fee for early termination. Try the link to auto-open the Chat:
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type "agent"

You can also send a post through X (formerly Twitter) to @AdobeCare.

Do not reply to PMs, which are likely to be scammers.

Jane

Rick Spaulding -Correct answer

Legend

Hi Miguel,

Sorry for all the trouble with your account. I've looked into it for you and have sent you an email.

Rick

M

Miguel5C62Author

Participant

Hi Rick,

Thanks a lot for your help! I've siento your email and I algo got one from Google confirming the cancellation and refund order.

I'll set up the new subscription via Adobe's site and avoid the app (lesson learned).

Thanks again and happy new year!

Miguel

Nadeem28230335k4xr

Known Participant

Which version of Lightroom do you want to use on your Desktop? Lightroom or Lightroom Classic? And which subscription did you get?

jane-e

Community Expert

I don't want it as I want to be able to use Lightroom on my PC as well.

they say I need to contact the developer (LrAndroid-Feedback@adobe.com)..
By @Miguel5C62

Adobe doesn't do support by email (I've been told). Adobe Customer Care can be reached by Chat or X (Twitter)

Try the link to auto-open the Chat:
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type "agent" to get a human. Tell them you are trying to switch from the mobile app to desktop. (The Photography plan includes both.)

If your browser blocks the Chat window, try the troubleshooting tips here:
https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703

You can also send a post through X (formerly Twitter) to @AdobeCare.

Do not reply to PMs, which are likely to be scammers.

Jane

M

Miguel5C62Author

Participant

Update: I've chatted with both Adobe and Google customer service and both say that they cannot do anything that I should contact the other.

Google says that as the paid has already been processed they cannot do anything and Adobe that they cannot change subscriptions made via Google.

jane-e

Community Expert

@Miguel5C62

Where did you purchase LR? From Google Playstore, Apple App Store, or the Adobe website?

If you purchased from the Play Store, then you need to contact them. Try this link:

https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid

Read all of it. Cancel is at the top; refunds are further down.

This is about Acrobat, but I think it applies to cancelling:

https://www.adobe.com/devnet-docs/acrobat/android/en/mv-managesubscriptions.html#:~:text=For%20more%20details%2C%20see%20Cancel%20Adobe%20trial%20or%20subscription.&text=Open%20Google%20Play%20on%20any,to%20cancel)%20%3E%20Cancel%20Subscription.

Jane

M

Miguel5C62Author

Participant

Hi Jane,

Thanks for your answer. I purchased it via the app (so google store) I've already requested the cancellation and refund there with no luck and chatted with both Adobe and Google customer service with no luck. That's why I ended opening this post here.

Thankfully Rick has been able to help me.

Thanks again for your answer and happy new year!

Miguel

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