[Solution] Unable to cancel Adobe trial / “Cancel” page shows an error

Location: Taiwan — I successfully canceled my Adobe subscription at 2:00 a.m. on Saturday, avoiding a credit card charge.

Since Taiwan phone support is closed on weekends and the AI chatbot couldn’t help, it was pretty stressful.

Because it was 2:00 a.m. on Saturday in Taiwan, it occurred to me that support in another time zone might be available. Since it was still Friday afternoon during business hours in the U.S., I switched the website region to the United States.

Below are the methods I tried—only (5) worked:

❌ (1 – Failed) Taiwan Adobe site: clicking “Cancel subscription” repeatedly returned the red error “An error occurred. Please try again.”

❌ (2 – Failed) Taiwan Adobe chatbot (bottom-right): the AI just kept sending the same link or said human agents were unavailable.

❌ (3 – Failed) Incognito/private window

❌ (4 – Failed) Different browsers / switched to mobile

✅ (5 – Worked) Scroll to the very bottom of the page and switch the site region to the United States (bottom-right). If prompted to switch back to Taiwan, choose No. Once the  region is switched, open the chat window (bottom-right) and request a human agent (the default is the AI bot, so you must explicitly say “human agent”).

US support replies in English, so I used Google Translate.

They asked for a cancellation reason; I said: “My school provides a plan, so I don’t need a personal subscription.” The agent canceled my trial quickly (you can refresh the page to confirm). The whole process took under 5 minutes.

Scroll down for screenshots of what I did. I also included my chat log with U.S. support for reference. Hope everything goes smoothly for you!

Chat with U.S. support:

（🐵Me：）I need to cancel my Adobe trial, but when I click the cancel button the system shows an “An error occurred. Please try again” and won’t let me proceed.

（🤖AI Chatbot：）Cancel your Creative Cloud Pro trial at https://account.adobe.com/plans

We'll send a confirmation email when you complete the process.

Were you successful?

（🐵Me：）No

（🤖AI Chatbot：）Since that didn't seem to help, are you interested in learning more about refunds, cancellation policies and fees?

（🐵Me：）No, chat with an agent

（🤖AI Chatbot：）To get you to the right agent faster, please tell me more about why you are canceling.

（🐵Me：）Duplicate plan or bought elsewhere

（🤖AI Chatbot：）You're being connected to an agent. Please stay with us while we try to connect you. We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.

（🐵Me：）I need to cancel my Adobe trial, but when I click the cancel button the system shows an “unknown error” and won’t let me proceed.

（🤖AI Chatbot：）Sorry for the delay. We’re busier than expected. Thank you for your patience.

（🐵Me：）I need to cancel my Adobe trial, but when I click the cancel button the system shows an “unknown error” and won’t let me proceed. (I sent a screenshot of the page to the AI support chat.)

（🤖AI Chatbot：）You are now connected to Muscan, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely. 👨‍🚀 live agent has joined the conversation （👨‍🚀live agent：）Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

（🐵Me：）Okay

（👨‍🚀live agent：）Thank you for sharing the information. I understand you're concerned about the plan cancellation. I’ve helped many customers with similar requests. I'll guide you through the next steps and am here to support you along the way.

I see you have active subscription for Creative cloud pro trial plan.

May I know the reason for cancellation so that I can check here?

（🐵Me：）Our school offers other campus plans, so I personally don't need to subscribe.

（👨‍🚀live agent：）Thanks for the details! Please allow me a moment let me check for cancellation

（🐵Me：）sure, thank you

（👨‍🚀live agent：）Thanks for your patience! I have successfully cancelled trhe trial plan, going forward you will not be charged for the same. Is there anything else I can help you with?

（🐵Me：）Thank you so much for helping me so quickly. I just reorganized the webpage and the subscription has been successfully canceled!

（👨‍🚀live agent：）Most welcome! Happy to help. A short survey will appear here in the chat window once we close this conversation. Please take a moment to rate your experience and help us improve. Thanks!

Screenshots from my process are attached for reference.