Canceling an Adobe Subscription Following the Death of an Individual : A Step-by-Step Guide

If you are the original subscriber, this document is not for you. You can follow the steps on Adobe's cancellation page.

If, on the other hand, you've lost a loved one, please accept our condolences and know that we understand that losing a loved one is never easy, and dealing with their personal affairs, including digital subscriptions, can be a sensitive and challenging task.

If you need to cancel a personal Adobe subscription after the original subscriber has passed away, Adobe has established procedures to assist you in this process.

Here is a step-by-step guide to help you navigate this situation:
  1. Try to log in to the account and cancel normally:
    • Sign in to My Adobe at the Creative Cloud website
    • Click My Account
    • Click Cancel This Plan.
    • Enter your account password again in the field provided. Select the reason for cancelling the plan, and then click Cancel My Plan.
  2. Gather Essential Information:
  3. Before contacting Adobe customer support, gather all the necessary information about the deceased individual's Adobe account. This includes their Adobe ID, email address associated with the account, and any subscription details.
  4. Contact Adobe Support:
  5. Reach out to Adobe customer support for assistance with cancelling the subscription. You can contact Adobe Support through the following methods:
    • Twitter (X): Adobe recommends contacting them via an online agent or tweeting them @AdobeCare
    • Online Chat: Visit Adobe's official website and click on the Help & Support menu option at the top of the page and then click on the Contact us button. A pop-up window will appear with their Virtual Assistant.
    • Phone: You can call Adobe's customer support hotline for your region. Be prepared to explain the situation and provide the necessary information. You can look for the details on your country-specific Contact us page.
  6. Inform Adobe of the Situation:
  7. When you reach Adobe support, explain that you are contacting them to cancel a subscription on behalf of a deceased family member or friend. Be prepared to provide the details you gathered in step one.
  8. Provide Documentation:
  9. Adobe may require documentation to verify the situation and your authority to manage the account. Commonly requested documents include:
    • A copy of the death certificate or obituary notice.
    • A copy of your own identification to confirm your relationship to the deceased individual.
    • Any legal documentation, such as a will or letter of administration, that grants you authority to handle the deceased person's affairs.
  10. Request Cancellation:
  11. Request the cancellation of the Adobe subscription on the account of the deceased individual. Be sure to provide the subscription details, including the specific Adobe service (e.g., Adobe Creative Cloud, Adobe Acrobat) and any associated billing information.
  12. Address Billing Matters:
  13. If there are any outstanding billing issues or payments, discuss them with Adobe support. They can guide you on how to settle these matters.
  14. Confirm Cancellation:
  15. Ask Adobe support for confirmation of the subscription cancellation in writing, such as an email or support ticket. This documentation may be important for your records.
  16. Remove Adobe Software:
  17. If Adobe software is installed on the deceased person's devices, it's essential to uninstall or deactivate it to avoid any future charges or unauthorized use.
  18. Update Payment Information:
  19. If the subscription was paid through the deceased individual's credit card or bank account, be sure to contact the respective financial institution to stop any recurring payments. Cancelling a direct debit authority in New Zealand can be quite challenging, particularly if you are an organisation. If this is the case, it is best if you have an enterprise agreement rather than an individual account.
  20. Secure Digital Assets:
  21. As part of handling the deceased individual's digital affairs, consider securing or backing up any digital assets stored in their Adobe account, such as documents, images, or creative projects.
  22. Seek Legal Advice (Optional):
  23. Depending on the complexity of the situation and local laws, you may want to consult with a lawyer or legal advisor to ensure that you are handling the deceased person's digital accounts and assets appropriately. Cancelling a personal Adobe subscription after the original subscriber has passed away can be a delicate process, but with the right documentation and support from Adobe's customer service, you can manage this task effectively and in compliance with Adobe's policies.
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