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Business Profile

Computer Services

Adobe Systems, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Services.

Complaints

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

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    Customer Complaints Summary

    • 927 total complaints in the last 3 years.
    • 335 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/13/2025

      Type:Billing Issues
      Status:
      Answered
      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 have attempted to cancel my account for the past two months, but have been billed monthly each time. I attempted to cancel my account again after going through a very long process that tried to upsell me, but then received confirmation that my cancellation was successful. A couple hours later, I got a payment confirmation for $97. Adobe is purposefully making it incredibly difficult to cancel and still charging for products I no longer want.

      Business Response

      Date: 08/19/2025

      Apologies for the poor experience. The customer had an Acrobat Pro subscription from the email used to raise this complaint, which was cancelled on 01/22/2025 without any fee. We also identified another subscription under a different email address that the customer cancelled online, where a cancellation fee was applied. When the customer contacted support, the advisor processed a refund of $97.94, which will be credited within 3-4 business days to the registered payment method, and shared the confirmation with her during the same chat session.

      Adobe Case: ADB-********-L3F9
      LASHARMA 

    • Initial Complaint

      Date:08/11/2025

      Type:Billing Issues
      Status:
      Answered
      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 can't cancel my subscription for my trail service.

      Business Response

      Date: 08/18/2025

      Apologies for the poor experience. The customer's issues have already been addressed. We have already cancelled the trial subscription of Acrobat Pro without any ETF.

      Adobe Case# ADB-********-R5R6
      ***** (DIN32578)

    • Initial Complaint

      Date:08/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My Adobe Photoshop CS5 Extended locked me out today. I received an error message stating it is active on too many devices. This is off because the license is only active on one computer, which is the compute it has been on for 10 years. Now I can't access my expensive software. I tried to speak to support but the agent rambled on about the software being old and not in production anymore, which doesn't have any bearing on the issue I am having.

      Business Response

      Date: 08/18/2025

      Apologies for the poor experience. Photoshop CS5 Extended was released in 2010 and reached its end of support several years ago. Unfortunately, this means Adobe no longer provides updates, troubleshooting, or license re-activation assistance for this version. While we are unable to make changes to CS5 licensing systems, we recommend visiting our user community forums at ************************************ where many customers share solutions and workarounds for legacy software.

      For the latest features, security updates, and technical support, Adobe recommends upgrading to the current version of Photoshop. This ensures ongoing access, compatibility with modern systems, and dedicated support.

      Adobe Case: ADB-********-B2B9
      LASHARMA 

      Customer Answer

      Date: 08/28/2025

       
      Complaint: 23723105

      I am rejecting this response because: whats the point of selling a perpetual license if they end the method to verify the key when you install it on a new computer? Im not asking them to give me tech-support or troubleshooting steps or even assistance to use the software. I just need to install it on a new device and activate it. I paid for a perpetual license.

      Sincerely,

      ******* ****

      Business Response

      Date: 09/02/2025

      Apologies for the poor experience. As a one-time exception, we have shared the new serial number via email.

      ********************** Case: *****************
      LASHARMA 

      Customer Answer

      Date: 09/04/2025

       
      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:08/07/2025

      Type:Billing Issues
      Status:
      Answered
      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 was charged by Adobe even though I do not not have subscription and have not had a plan with them in over a year. I never even paid a subscription with the card they charged they literally charged me out of no where.l want my money back

      Business Response

      Date: 08/12/2025

      Apologies for the poor experience. Upon investigating the customer account, we have identified that the disputed charge was linked to the customers another older ********************** account. The refund of $21.85 has been processed and will be credited to the customers original payment method within ************************* days.

      Adobe Case# ADB-********-F8K3
      ***** (DIN32578)

    • Initial Complaint

      Date:08/07/2025

      Type:Order Issues
      Status:
      Resolved
      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 entered into what I thought was a free trial with Adobe but was in fact a yearly subscription with a hidden cancelation fee. Not only was I locked into the yearly account, the promotional price offered was misleading. I find the hidden fees in the cancelation to be entirely inappropriate and intentionally misleading. I have not engaged with the product for months, and have no desire to use it but had to pay to cancel. Disgraceful conduct.

      Business Response

      Date: 08/11/2025

      Apologies for the poor experience. We found that the customer started a ***** trial for the ******************************************* Photography plan with 1TB on 02/14/2025. Customers have a ****** ***** period after the trial ends to cancel for a full refund. In this case, the plan was not cancelled online or through support earlier, and was only cancelled on 08/06/2025, resulting in an early cancellation fee of $64.17. As a goodwill gesture, we have terminated the plan and processed a refund of $64.17, which will be credited to the original payment method within 57 business days.

      Please refer to the terms and conditions: *********************************************************************

      Adobe Case: ADB-********-Y5X1
      LASHARMA 

      Customer Answer

      Date: 08/19/2025

       
      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:08/07/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 have been charged 3 times a month from Adobe for the last two years. The charges have increased. I have called repeatedly and not been helped. I have emailed them almost daily with no response. I need the charges stopped and to be refunded. Adobe needs to up their customer support.

      Business Response

      Date: 08/14/2025

      Hi Team,

      We have canceled the membership from the system and processed the refund for the unverified account. There is an active membership which is currently active and in use, hence, we would not be able to provide any refund; however, if the customer wants then we can cancel the membership and stop further charges.

      The customer will receive the refund within the next 5-7 business days.

      Refund# USD 1022.06

      Case# ADB-41221367-R2R7
      (NIKHSHAR)

    • Initial Complaint

      Date:08/06/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Date of transaction: July 1, 2025 Amount disputed: $114.95 (early cancellation fee)I signed up for what Adobe advertised as a monthly subscription with a free trial. Nowhere during signup did it clearly state that I was entering into a 12-month contract with a cancellation fee of $114.95.When the free trial ended, Adobe began charging me $22 per month. I called customer service on August 6, 2025, to cancel. I explained that I am a recently graduated student, do not use the service (I use Canva instead), and cannot afford the monthly or cancellation fee.The representative offered me two months free but did not waive the fee. I declined and stated clearly that I felt misled by the signup process and should not be forced to pay for something I never used. I have since removed my payment methods to avoid future charges.I feel Adobes advertising was deceptive, and it takes advantage of customers by locking them into long-term contracts under the appearance of monthly billing. I am requesting the waiver of the cancellation fee and termination of the subscription with no further billing.

      Business Response

      Date: 08/11/2025

      Apologies for the poor experience. Upon reviewing the customers account and a request from the customer, we have cancelled the Photoshop trial plan subscription without any Early Termination Fee. Additionally, ****** charges of $22.99 have been refunded as a goodwill gesture, considering the customers current situation.

      The refund will be credited to the customers original payment method within ************************* days and no further charges will be applied.

      Adobe Case# ADB-********-B6P3
      ***** (DIN32578)

    • Initial Complaint

      Date:08/06/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      AB05407630125CUS is the order number. I purchased an order and the program has not been working to my needs.I attempted to cancel it and it did not give me a refund even thugh the phone representative told me I would get a full refund. It did not refund me and I would like the program terminated immediately and a full refund or this will escalate.

      Business Response

      Date: 08/11/2025

      Apologies for the poor experience. We have reviewed the customers account and observed a repeated pattern where the customer purchases a Photoshop month-to-month subscription, uses it, and cancels within the refund window to receive a full refund. Our records show ************************************************************************* this manner.
      For the current order (Order No. AB05407630125CUS), the cancellation request was submitted after the 14-day refund period outlined in Adobes refund policy. As a result, we are unable to process a refund for this transaction.
      This recurring usage and cancellation pattern raises concerns about the appropriate use of the refund policy. We will also monitor the account for any similar future activity.

      Adobe Case: ADB-********-G2K6
      LASHARMA

      Customer Answer

      Date: 08/12/2025

       
      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:08/06/2025

      Type:Billing Issues
      Status:
      Answered
      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 a complaint against Adobe **** because I am being charged for Adobe services under my account *************************** even though my account shows No Active Plan. Despite this, Adobe still allows me to create and publish forms using Adobe Acrobat, which suggests I am being billed for a service that is not properly reflected in my account dashboard.Additionally, some charges may be associated with my old account ********************************** which I cannot access because Adobes two-step verification sends codes to an outdated phone number ending in 4680 that I no longer have access to. I have no way of recovering or closing that account.Billing Details (Recurring Charges for Past Three Months):Merchant Name: Adobe IncMerchant Address: ***********, CA, 95110Transaction Method: Card Info Stored by MerchantDate: 07/02/25 (Recurring Payment Authorized on 07/01)Details: ADOBE *ADOBE ************ CA S465182596786679 CARD 3968Similar charges appear for May, June, and July 2025.When I log in, my account shows no active subscription, yet Adobe continues to process charges. Attempts to resolve this via Adobes Live Chat only return automated responses, with no access to human support.I Am Requesting the Following Resolution:Immediate cancellation of all active billing and subscriptions associated with ************************** and ****************@morgandukecs.ngo.A full refund for all unauthorized charges from May, June, and July 2025.Assistance to recover or permanently close the inaccessible account (*****************************************************************).I expect to be contacted directly by an Adobe representative.Adobes regular customer service has not allowed me to escalate this issue to a human. I am requesting BBBs assistance to resolve this matter.

      Business Response

      Date: 08/14/2025

      Hi Team,

      Our records indicate that the customer recently contacted support and get the membership canceled with refund.

      Case# ADB-41221208-Y2C3
      (NIKHSHAR)

    • Initial Complaint

      Date:08/04/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Adobe refuses to let me change my plan to the unpaid plan no matter what I do. I paid for my own plan and was never reimbursed by my emploiyer to use it for *********** intern. anyway my employer suddenly let me go in Nov 2024, and it took me 6+ months to find work again. I couldn't afford adobe and if anything they should go after my employer, not me. BUT to lock me out of my ability to CANCEL the paid plan, is ridiculous.

      Business Response

      Date: 08/11/2025

      Apologies for the poor experience. Based on the customers request and our review of their account, the Acrobat Pro subscription has been cancelled without any Early Termination Fee. The customer will not incur any further charges.

      Although the request focused on cancellation, we have also acknowledged the customers circumstances and assured them they are welcome to re-subscribe once financially stable.

      Adobe Case# ADB-********-W0K2
      ***** (DIN32578)

      Customer Answer

      Date: 08/12/2025

       
      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,

      ******* ******

    Adobe Systems, Inc. is NOT a BBB Accredited Business.

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