Complaints

This profile includes complaints for Adobe Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Adobe Systems, Inc.

  345 Park Ave San Jose, CA 95110-2704

• 

  Adobe Systems, Inc.

  10 Barretts Road Hudson, MA 01749-2883

• 

  Adobe Systems Canada

  343 Preston Street Ottawa, ON K1S 1N4

• 

  Adobe Systems

  3585 Jones Ln Gainesville, GA 30507-8818

• 

  TubeMogul

  1250 53rd St. Suite 1 Emeryville, CA 94608

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2013, I purchased the Adobe CS6 suite and registered the software in my name. I still possess the original software and box. When I bought it, I was informed that I would have permanent access to the software, as it was a one-time purchase rather than a subscription. Recently, I experienced an issue with my laptop and attempted to reinstall the software using the provided serial number, but I received a message indicating that the serial number has been revoked. I am uncertain how this is possible, as I own the software outright. I reached out to customer service, but their primary response was to offer me a subscription. If a subscription is the only option, I will require a refund of $850.00, which is the amount I paid for the software. I am requesting either the reactivation of my serial number, which was not supposed to expire, or an immediate refund.

  Business Response

  Date: 11/21/2025

  Apologies for the poor experience. The serial number has been successfully restored.  To use the license on a new device, the customer must deactivate it from one of their currently activated devices. 
  A non-subscription product can be installed on up to 2 machines; however, the customer can use the application on only one computer at a time. This license is intended for use by a single user only. To install the application on a third computer, deactivate the application on the computer on which the customer no longer wants to use the software. Then, activate it on the new computer.
  If the customer is unable to deactivate the software on any device it is installed for any reason, it will not be possible to activate the product.  If the customer is unable to deactivate, we recommend switching to Creative Cloud subscriptions. There are no refunds for this product, as the customer has been using it since 2013. 
  
  Adobe Case: ADB-********-X1M3
  LASHARMA 

  Customer Answer

  Date: 11/21/2025

   
  Complaint: 24150217
  
  I am rejecting this response because:

   

  before I agree to their response I have a few questions that I need answered.

  I have reviewed the business's response regarding complaint ID ********, and I find this solution acceptable. 
  
  Could you please confirm that I had it installed on a laptop? I would like to reinstall it on the same laptop since I had to remove it. 
  
  Its not a new device. 
  
  Will this activation work indefinitely as long as its not used on two devices simultaneously? This means that if I need to reinstall it five times, it will still function and not get deactivated again, correct?
  
  Sincerely,
  
  Perry ************

  Business Response

  Date: 11/25/2025

  Apologies for the poor experience. If you plan to reinstall the application on the same laptop, you may do so, provided the total number of active installations does not exceed two.
  
  Adobe Case: ADB-********-X1M3
  LASHARMA 

  Customer Answer

  Date: 11/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Perry Johannesburg

• Initial Complaint

  Date:11/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They wont let me cancel my account for Phtoshop. It didn't work for the purpose I bought it for. My account does not provide me the abitilty to *****. When I can phone support, they try to upsale me and tell me I have a yearly obligation even though I purchased the monthly version to try the product. They want me to udate to the ** plan which involves even more money. I called twice to try to reconcile this. They wont budge. I told them if I am not allowed to cancel I would write a scathing review. DIdn't phase them. I will now go and write a scathing review of their business practices. I dont care how good you think your product is, if the customer doesnt need it then you can not force it on them.

  Business Response

  Date: 11/20/2025

  Hi Team,

  Our records indicate that the membership is already canceled and the customer will not get charge for the services unless purchased another plan.

  Case# ADB-42679719-S7S0
  (NIKHSHAR)

• Initial Complaint

  Date:11/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone at a former employer has used my account to activate an annual subscription. I have called Adobe many times to cancel and was assured it was cancelled. I continue to be charged. I could not have started this subscription as I did not have access to that employee email because I no longer worked there. I could not edit or close my account because it was tied to that former employee email. **************** continues to tell me it is cancelled but I am charged every month. This is now 9 months of charges.

  Business Response

  Date: 11/20/2025

  Hi Team,

  Our records indicate that the membership is already canceled and was never being used, hence, we have processed the refund as well which will be credited within the next 5-7 business days.

  Refund# USD 130.4

  Case# ADB-42679619-S4S4
  (NIKHSHAR)

• Initial Complaint

  Date:11/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since approximately 2013, Ms. ******* has maintained an active subscription to Adobe Acrobat Pro DC. Simultaneously, and without realizing it, Ms. ******* has also been billed monthly for the Adobe Acrobat Standard subscription since the Pro membership was initiated. This resulted in an ongoing, redundant double-billing for the exact same service category for over a decade. Upon discovering this error, I contacted Adobe on November 6, 2025.The Adobe representative confirmed the existence of both overlapping subscriptions and acknowledged that this was likely a system error originating from an old billing system. This confirmation establishes that Adobe is aware the charges were erroneous and for a redundant service.After escalating the issue, the representative agreed to refund only one year of the redundant Standard subscription charges.I refused this offer, as the overbilling has been occurring for twelve years, totaling approximately 144 billing cycles of unnecessary charges.Argument for Full Refund:The double-billing began when the superior Pro membership was activated, making the Standard subscription charges immediately redundant and erroneous. Adobe has confirmed this was likely a company system mistake. Refunding only a fraction (1 year) of a confirmed, 12-year-long billing error is unacceptable, unfair, and potentially constitutes an act of predatory overcharging, especially considering the customer is a small ********************** owner who was unknowingly paying for a service she neither needed nor utilized.3. Desired Resolution I am seeking a complete monetary refund for all redundant billing cycles of the Adobe Acrobat Standard subscription, starting from the time the Adobe Acrobat Pro DC membership was activated (estimated to be 2013) until the time the Standard subscription was finally canceled on [Insert Cancellation Date].This amounts to a full refund for approximately 12 years (144 months) of the Adobe Acrobat Standard subscription fees.

  Business Response

  Date: 11/20/2025

  Hi Team,

  Our records indicate that the customer has purchased Acrobat Pro in **************************** 2022. The account was charged duplicate for Acrobat Standard for a total of 46 invoices for which the customer has already received a refund. Hence, there is no pending refund and no duplicate plan remains on the account apart from the active Acrobat Pro subscription.

  Total Refund# USD 647.68

  Case# ADB-42679129-F7T3
  (NIKHSHAR)

• Initial Complaint

  Date:11/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because Adobe charged me a $75 early cancellation fee even though I had already canceled my subscription and my old credit card number. The charge appeared on my new card, which means Adobe obtained my updated card information through an automatic billing updater system without my consent.When I originally subscribed to Adobe Creative Cloud, the plan was clearly advertised as billed monthly. It was never clearly stated on the main checkout page that I was agreeing to a year-long contract or that canceling early would trigger a substantial penalty. The annual commitment language and the cancellation fee were hidden in small print or linked terms that were not reasonably visible.This practice is deceptive and unfair under both ************************ (***) guidelines on deceptive marketing and the Massachusetts Consumer Protection Act (M.G.L. c. 93A), which prohibit hiding material terms that would influence a consumers decision. In addition, Massachusetts Automatic Renewal Law (M.G.L. c. 93, 114) requires clear, conspicuous disclosure of renewal and cancellation terms before enrollment, which Adobe failed to provide.I did not authorize Adobe to charge my new card, and I did not knowingly agree to pay any early-termination fee. I consider this charge unjust and an unlawful billing practice.Resolution requested: Full refund of the $75 cancellation fee. Confirmation that my Adobe account is permanently closed and in good standing. Assurance that Adobe will not use automatic billing updater systems to charge customers after a card has been canceled.I am requesting that Adobe refund this charge promptly to avoid escalation under the Massachusetts Consumer Protection Act for unfair and deceptive business practices.

  Business Response

  Date: 11/19/2025

  Apologies for the poor experience. After reviewing the customers account, we confirm that the ********************** Acrobat Pro subscription appears as cancelled. As a gesture of goodwill, we have processed a refund of the early termination fee of USD ***** for the recent billing. The amount will be credited to the customers original payment method within ************************* days.
  
  Additionally, please note that the Terms & Conditions were accepted by the customer prior to making the payment. These terms clearly outline the details of the plan. For further clarity on cancellation policies, the customer can refer to the following link:
  ********************************************************************
  
  Adobe Case# ADB-********-R5L6
  ***** (DIN32578)

• Initial Complaint

  Date:11/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding unauthorized and fraudulent charges made to my account by **********************. I previously cancelled my account with this company on October 9 and was assured that I would not be billed further.Despite this, my card was charged $31.79 and $7.41 after cancellation.When I contacted the company to request a refund, they claimed I had not verified the correct email address and therefore refused to refund the charges. However, I only have two active email addresses and billing account on file, and there are no active subscriptions associated with either. I am now being charged for a service I do not have access to and cannot use.This situation is unacceptable. I am requesting a full refund for these charges, as well as confirmation that my account is permanently cancelled and that no further withdrawals will be made.Attached below is the message I originally sent to the company for reference:Good morning,I received multiple charges on my card, and I want a refund immediately. It is absolutely unacceptable that you charged my card when I have no active subscriptions. I see one charge for $31.79 and one for $7.41.I would like this resolved promptly as you have overdrew my account.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.Sincerely,Adranisha ********

  Business Response

  Date: 11/18/2025

  Apologies for the poor experience. The subscription that the customer cancelled in October was for Acrobat Standard under her correct email address. The customer accidentally made a typo error while purchasing a subscription for Acrobat Pro and AI Assistant for Acrobat, and when she contacted support, the advisor cancelled and advised her to dispute the charges from her bank, but later she also processed the full refund of $78.40 ($31.79 + $7.41 * 2 months) and informed the customer by leaving a detailed message on her voice mail. Now, there are no active subscriptions associated with any of the customers' email addresses; all have been cancelled and refunded.
  
  Adobe Case: ADB-********-Z8Z6
  LASHARMA 

• Initial Complaint

  Date:11/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been being charged monthly for a service I did not authorize and it doubles up on a current plan I have with the same company. Specifically, adobes photography plan (20GB) for 9.99.I found they have charged me for 23 months for the same service.They do not offer an easy way to get in touch with customer service and I would like a refund of these unused or double service charges in the amount of $229 Thank you for your help!

  Business Response

  Date: 11/20/2025

  Hi Team,

  We have processed the cancellation of the Photography plan along with the refund of duplicate charges which will be credited within the next 5-7 business days.

  Refund# USD 229.77

  Case# ADB-42679288-D3C1
  (NIKHSHAR)

• Initial Complaint

  Date:11/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accepted a trial Adobe *************** for 7 days on September 3, 2025. The system never loaded so I couldn't use it. I called within the trial period to let them know it didn't work and to cancel my trial. I spoke to a representative who said it would be canceled. In October, I saw the withdrawal for Adobe on my bank statement. I called again to request it be canceled because it never worked, and to refund my money for September and October. This week, I noticed a debit of my account for ********************** and requested again it be canceled because the service never worked, and I requested a refund of all 3 months of billing. The representative said she could cancel it but could not issue a refund. I explained that the service had never worked and I deserved a refund for a service I never had. She couldn't help me so I asked for a Supervisor. A supervisor was to call me within 24 hours. No one has called and it has been 5 days since I requested a supervisor. The Trial Adobe Acrobat never installed and when I tried to use the features, they didn't work. I let the company know but it was never fixed. Adobe has billed me $37.79 for 3 months (September, October, November) for an Adobe service that has never worked. My attempts to cancel it have not been honored. I've called each month I see a deduction from my bank account. The **** say they are cancelling the service then it gets billed the next month. This has happened 3 months in a row, no supervisor has called and I can't seem to get this service stopped from taking funds out of my account.

  Business Response

  Date: 11/19/2025

  Apologies for the poor experience. We have cancelled the subscription with the full refund of $113.37. The refund will be credited within 5-7 business days to the payment method registered with Adobe. 
  
  Adobe Case: ADB-********-R6B2
  LASHARMA 

  Customer Answer

  Date: 11/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchasted Photoshop Elements at ************ on Sept 8, 2025 and have tried to get it licensed for over a month. I tried exchanging it at the retail store since i could not get a working serial number from the card enclosed in the retail box as **** instructions from Adobe. They do not give refunds or exchanges on software once opened and I had to open the box to attempt to install it. I contacted customer service and was told the number was not authorized. Why was it not since it was in a sealed retail box from an authorized retailer? **************** had me send a photo of the redemption code card, which i did, ands they were supposed to fix the problem and get back to me within 48 hours. I never heard from them and the service order was cancelled after 7 days with no explanation. I contacted customer service again and got another service request and after 7 days it was just cancelled with no explanation given. I have the invoice, retail bax, card with the redemption code all available. I just want a serial number so I can license and use the product..

  Business Response

  Date: 11/21/2025

  Apologies for the poor experience. We will reach out to the customer directly to address his concerns.
  
  Adobe Case# ADB-********-M4W1
  ***** (DIN32578)

  Customer Answer

  Date: 11/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They have provided me with exactly what I was requesting and am very thankful for your help with this matter.  
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:11/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want the problems fixed or a new package that doesnt have the same issues.

  Business Response

  Date: 11/21/2025

  Apologies for the poor experience. We will reach out to the customer directly to address her concerns.
  
  Adobe Case# ADB-********-D8B5
  ***** (DIN32578)

  Customer Answer

  Date: 11/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***** ******