Re: I can't log in to my account because I don't h...

Shivangi_Gupta · ‎Sep 14, 2025

Hi iury_5437, Have you tried signing in following the steps here: https://adobe.ly/3HWFMXa Let us know. ^Shivangi

Shivangi_Gupta · ‎Sep 14, 2025

Thanks for tagging me @PeruBob. @iris_7947, could you try the steps listed here: https://adobe.ly/46mNx0q and here: https://adobe.ly/3VOvXh3 Let us know if it helps. ^Shivangi

Shivangi_Gupta · ‎Sep 14, 2025

I see! Please feel free to start a private chat session with our support team here: https://adobe.ly/4n3GPnf They'll help you with the process. ^Shivangi

Shivangi_Gupta · ‎Sep 14, 2025

Hi zachary_7523, We appreciate you reaching out. I can see that you have a monthly plan for Adobe Acrobat Pro. We are sorry, refunds can only be initiated if the cancellation is done within first 14 days(including trial). We hope you understand. ^Shivangi

Shivangi_Gupta · ‎Sep 14, 2025

I see! It could be a server related technical error. We are sorry for the inconvenience. I would suggest you to contact our support team here: https://adobe.ly/3JVRoKC They'll help you with the process. ^Shivangi

Shivangi_Gupta · ‎Sep 14, 2025

Hi interesting_realist2386, Thanks for reaching out. As per your account details, you subscribed to Adobe Acrobat Pro in May 2024 which ended in May 2025. Have you been charged post May 2025? Let us know. We'll verify the transaction. ^Shivangi

Shivangi_Gupta · ‎Sep 14, 2025

Strange! Do you get any error? Are you using the same internet connection? ^Shivangi

Shivangi_Gupta · ‎Sep 14, 2025

Hi desiree_3994, We are sorry for the trouble. Have you tried the steps suggested by the expert above? Let us know. We are here to help. ^Shivangi

Shivangi_Gupta · ‎Sep 14, 2025

Hi @Alejandra_Sierra0360, Thanks for reaching out. I can see that you have an active Creative Cloud Pro plan. I looked into your account details, however I could not find any duplicate charges. Could you specify when did you get charged again? We'll verify the details. ^Shivangi

Shivangi_Gupta · ‎Sep 14, 2025

Hi Jan27148295e3r0, We appreciate you reaching out. I looked into your account details, however I could not find any active plan associated with Adobe. Also, I could not find any recent transaction requested from Adobe's end. Did you speak with your bank about the transaction? Let us know. ^Shivangi

Shivangi_Gupta · ‎Sep 14, 2025

Hi Energetic_Glaze6510, Thanks for reaching out. I can see that you have an active subscription to AI Assistant for Acrobat. Have you tried the steps listed in this article to cancel the plan? https://adobe.ly/42oBA9o Let us know if you need any help. ^Shivangi

Shivangi_Gupta · ‎Sep 14, 2025

Hi verdetta_8711, We appreciate you reaching out. I could not find any active subscription associated with this email address. Also, there is no transaction requested by Adobe. Have you subscribed to Adobe using a different email address? If yes, please share it with me through private message and I'll look into the details. ^Shivangi

Shivangi_Gupta · ‎Sep 14, 2025

Hi Kiera_Davidson5920, We appreciate you reaching out. Refund can only be issued if the cancellation is done within first 14 days of the subscription. I reviewed your account details and found that your plan is 1 year old. Unfortunately, Adobe does not offer refund in this case. You can check the details here: https://adobe.ly/4mrMMJO You can discuss the scenario with our support team here: https://adobe.ly/4nxzoVo Let us know if you have any questions. ^Shivangi

Shivangi_Gupta · ‎Sep 14, 2025

Hi denver38340605nf90, We are sorry for the experience. What error do you get when you try to make the cancellation? Have you tried any other web browser? Let us know. We are here to help. ^Shivangi

Shivangi_Gupta · ‎Sep 12, 2025

Hi @karin_0600, We appreciate you reaching out. As per your account details, I can see that you cancelled the plan on the 8th day. This was the reason you were charged. The good news is Adobe offers full refund if the cancellation is done within 14 days. I can see that a refund has been initiated today for the subscription you cancelled. It usually takes 12-14 days for the refund to process. Let me know if you have any questions. ^Shivangi

Shivangi_Gupta · ‎Sep 11, 2025

Hi Le_Hoang Thai0069, We appreciate you reaching out. As per your account details, you have cancelled your plan and requested for account deletion. When did you subscribe for Adobe Podcast? Did you contact our support team about this? Let us know. We'll look into the details. ^Shivangi

Shivangi_Gupta · ‎Sep 10, 2025

Hi glamorous_reliability8692, Thanks for reaching out. As per your account details, you have an active subscription to Adobe Substance 3D collection. It is a monthly subscription. When did you cancel the plan? Did you receive any confirmation email? Let us know. ^Shivangi

Shivangi_Gupta · ‎Sep 10, 2025

Hi Mayank, We are sorry for the trouble. I confirm that there is no active subscription associated with your account. It seems like a technical error. I'll get this looked into. Meanwhile, could you sign out of your Creative Cloud desktop application and sign back in? Let us know if you are able to make the purchase after that. We are here to help. ^Shivangi

Shivangi_Gupta · ‎Sep 09, 2025

Hi gennaro_7097, We are sorry for the trouble. Did you follow the articles shared by the expert above? What error do you get when you try to cancel? Let us know. We are here to help. ^Shivangi

Shivangi_Gupta · ‎Sep 09, 2025

I see! Ideally it takes 12-14 days for the refund to process if the cancellation is done within 14 days of the subscribing(including trial). ^Shivangi

Shivangi_Gupta · ‎Sep 09, 2025

I see! Would you mind contacting our support team here: https://adobe.ly/3IebBdV They'll be able to check the account details and help you with the issue. ^Shivangi

Shivangi_Gupta · ‎Sep 09, 2025

I see! Would you mind contacting our support team here: https://adobe.ly/3IebBdV They'll be able to check the account details and help you with the issue. ^Shivangi

Shivangi_Gupta · ‎Sep 08, 2025

Hi Alluring_imagination5E82, Thanks for reaching out. I can see that you have both individual and team's license associated with this account. Do you wish to continue with both? Let us know. ^Shivangi

Shivangi_Gupta · ‎Sep 08, 2025

Hi ann_3005, Thanks for your question. Your subscription is 1 year and 9 months old which is not eligible for refund. You can check the subscription terms here: https://adobe.ly/4njlUw6 Let us know if you have any additional questions. ^Shivangi

Shivangi_Gupta · ‎Sep 08, 2025

Hi katrina_9364, Thanks for reaching out. I could not find any recent transaction requested from Adobe. Did you speak with your bank about this? Let us know. ^Shivangi

Shivangi_Gupta · ‎Sep 08, 2025

Hi Ives R. T. Nascimento, Sorry for the inconvenience you're facing. At the moment, I’m unable to see any payment received on Adobe’s end. I also checked for any open support cases and found that your case has already been escalated to our senior team for further investigation. You should have received an email from the support team regarding this. Please respond to that email to continue the follow-up on the same case, they’ll be able to provide you with the latest updates. I hope it helps. ^Shivangi

Shivangi_Gupta · ‎Sep 08, 2025

Hi Yo_Besbo3822, We appreciate you reaching out. Please feel free to reach out to our support team here: https://adobe.ly/4m5BQBg They'll be able to share more details about this. ^Shivangi

Shivangi_Gupta · ‎Sep 08, 2025

Hi @moon-a19, I’ve reviewed your account details and couldn’t find any active trial listed. When you sign up for a free trial of an Adobe application, you're asked to enter your credit card information. However, no charges are made until the trial period ends. You can cancel the plan within 7 days to avoid being charged. Additionally, Adobe offers a full refund if the cancellation is made within 14 days of the subscription start date. You can find more details here: https://adobe.ly/4pdKxfo Let me know if you have any questions. Happy to help! ^Shivangi

Shivangi_Gupta · ‎Sep 08, 2025

Hi @Samyak_Ghanbahadur3300, Thanks for reaching out! Could you please confirm when the payment was made? Also, kindly check if the transaction was successfully completed on your end. Sometimes, payments may take a little longer to reflect due to processing delays. As of now, I’m unable to see any payment received on Adobe’s end. Let me know once you’ve checked. I’m here to help! ^Shivangi

Shivangi_Gupta · ‎Sep 08, 2025

Hi @tobby_2709, We appreciate you reaching out. I confirm that you have successfully cancelled your Adobe subscription. Let me know if you have any questions. ^Shivangi

Shivangi_Gupta

Shivangi_Gupta

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