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cancel adobe stock... how?

Explorer ,
Oct 12, 2018 Oct 12, 2018

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I have just purchased what I THOUGHT was a one-off, one-time purchase of a pack of 5 credits. I do NOT want a monthly roll-over.

After making my purchase, I went to my account to print off the invoice. I find that according to the account information for Adobe Stock, I now have a monthly roll-over with the next payment due in mid November. THIS IS NOT WHAT I THOUGHT I WAS PURCHASING.

Of course that could be my mistake (but I don't see how - please explain), but nowhere on my account page can I find this invisible link Adobe talks about to cancel this subscription. I can't find it anywhere at all. So how do I cancel?

Everything on the Adobe site appears to go in a loop. It is the most frustrating morning I have had for quite a long time.

Please would someone explain in clear and simple language: HOW DO I CANCEL THIS ADOBE STOCK SUBSCRIPTION?

Thank you.

Andrew Jones

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correct answers 1 Correct Answer

Adobe Employee , Oct 12, 2018 Oct 12, 2018
Hi AndrewYou don't have a subscription plan, so there is nothing to cancel. The wording on the plans page should not state that the credit pack will renew automatically, as it won't - it's a one time purchase. No further action is required on your part.  You have your credit pack and have 1 year to use the credits.  Kind regardsBev

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Adobe Employee ,
Oct 12, 2018 Oct 12, 2018

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Sorry for the confusion caused.

You are correct.  Credit packs are one-off purchases and will not renew automatically.  We will look into correcting the information on the plan and payment page.

Kind regards

Bev

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Explorer ,
Oct 12, 2018 Oct 12, 2018

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Thank you for the rapid reply, Beverley

But I don't think I am confused.

You don't mention anything in your reply about permanently cancelling the plan that I seem to have been saddled with. Is that what you mean? That you are now going to cancel this subscription plan and delete it from my account?

So that I still have x number of unspent credits to use, but no monthly subscription payment roll-over?

And where is this "cancel" button that the help pages talk about, but which I cannot find anywhere? I tried 3 different browsers to make sure it wasn't a browser glitch.

Many thanks

Andrew Jones

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Adobe Employee ,
Oct 12, 2018 Oct 12, 2018

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Hi Andrew

You don't have a subscription plan, so there is nothing to cancel.

The wording on the plans page should not state that the credit pack will renew automatically, as it won't - it's a one time purchase.

No further action is required on your part.  You have your credit pack and have 1 year to use the credits. 

Kind regards

Bev

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Explorer ,
Oct 12, 2018 Oct 12, 2018

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Thank you Beverley

Good to know that this scare was just miswritten wording on a web site payment area.

Regards

Andrew Jones

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Adobe Employee ,
Oct 12, 2018 Oct 12, 2018

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You're welcome Andrew. Thank you for bringing it to our attention.

Regards

Bev

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