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

• 

  TubeMogul

  1250 53rd St. Suite 1 Emeryville, CA 94608

• 

  Omniture, An Adobe Company

  550 Timpanogos Cir Orem, UT 84097-6212

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:05/13/2025

  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 have called Adobe as I just realized being charged for services through my ******. Unfortunately my father has been ill and I hadnt paid much attention and mistook the ****** charge for an ********* subscription. When I called Adobe I questioned why I had been charged twice in June and July of 2023 and they had no explanation and continued avoiding the additional charge all together simply stating they couldnt find the BL number. Then we proceeded to the current bill of $15.98 which increased to $21.31 for a service that I cant even download on my computer or iPad and the only Adobe service is use says its free. No one could tell me what I was being charged for and when asking for a manager I was placed on hold for 30 minutes only to be told they were all busy. I also want to point out that the first representative I spoke to mentioned that other clients have been experiencing charges after cancellation as well, however she still could not refund me more than 1 month.

  Business Response

  Date: 05/20/2025

  Apologies for the poor experience. We found that the customer started a ***** trial for Acrobat Pro on June 4, 2023. After the trial ends, customers are given a ****** ***** period during which they can cancel their subscription and receive a full refund.
  In this case, the customer never cancelled within the trial or ***** period and never contacted support in these years. The support team clarified the charges, including the price increase, and explained the status of both active and cancelled subscriptions. As a goodwill gesture, they also cancelled one active Acrobat plan and issued a six-month refund. The customer confirmed to the supervisor that she was happy with the resolution.
  Please note that these subscriptions are not based on pay-per-use. Three subscriptionslinked to two different email addresseshad already been cancelled in 2022 and 2023. For the third email address, the advisor cancelled the remaining active plan and processed a refund of $127.86 ($21.31 x 6 months), which will be credited to the original payment method within 57 business days.
  
  Adobe Case: ADB-********-C2M7
  LASHARMA 

  Customer Answer

  Date: 05/20/2025

   
  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:05/12/2025

  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.

  February 2024-April 2025 I started with 120 credits in Adobe stock and they billed me for 14 months without providing additional credits which are 10 credits per month. I paid them $454.44 for those 14 months, yet did not received the 140 credits for that period. Adobe said that they do not roll over 120, but I was not notified about that. When my account was started again in Feb 2024 with the 120 credits, the person did not say that I would not be getting more credits. This is fraud. They have taken my money without proving the product. I would like the $454.44 refund.

  Business Response

  Date: 05/17/2025

  Apologies for the poor experience.  We will directly contact the customer and assist.
  
  ********************** Case: *****************
  LASHARMA

• Initial Complaint

  Date:05/09/2025

  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 bought a perpetual license of Acobe Acrobat DC student and teacher. I recently bought a new computer and when I tried to install my perpetual license, I was unable to. I contacted ********************** many times and followed all the steps as told by customer service to deactivate and activate but failed to activate. they told my activation count limit had been reached and the servers for activation have been retired. .it is a perpetual license, how can activation servers be retired? anyways, they pushed me to by subscription service by luring me into offering 6 month free subscription which I do not want. I want my perpetual license to work or I would like to be reimbursed $119. I can no longer use this software on my old or new machine, despite that I purchased a perpetual license. I have attached ********************** case number where adobe refuses to activate and also proof of purchase.

  Business Response

  Date: 05/16/2025

  Apologies for the poor experience.  We couldn't find any product under the email used to file the complaint. The case number refers to a different customer. Please confirm the correct email and name on the account.
  If the activation limit is exceeded, we can't increase it. Adobe now offers subscriptions, which can be purchased online or via support. As a goodwill gesture, we can offer six free months after the first payment. Refunds aren't possible in this case. Please also share why the license was used on multiple devices.
  
  ********************** Case: ADB-********-Y7N2
  LASHARMA

  Customer Answer

  Date: 05/19/2025

   
  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:05/08/2025

  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.

  Adobe has been charging me for multiple licenses and each time I call to cancel and ensure I only have the license that I want it does not happen and I have continued to be charged for multiple licenses. When calling about the issue they often disconnect the phone before it is complete. It is very hard to get any resolution with *****************

  Business Response

  Date: 05/16/2025

  Hi Team,

  Our records indiciate that there is no active membership on the account and there will be no further charges.

  Case# ADB-39970339-Q5M3
  (NIKHSHAR)

• Initial Complaint

  Date:05/08/2025

  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 OWN a physical permanent copy of Adobe CS6. I have NEVER had it installed working on more than one computer at once. Today I at the phone direction of an Adobe agent deactivated CS6 on my old computer, and then installed it on my new computer running Mac OS Mojave. However no matter what I do the new install will not register, keeps giving error such as too many proper activations, not connected to internet (when in fact I am connected to internet), invalid request code, etc. I have NEVER had my CS6 running on more than one computer at once and it is now activated on NO machines whatsoever, I have KEPT to all Adobe TOS and am entitled to keep using my copy of CS6 that I bought. The Adobe agent offered me six months free on a monthly Adobe plan but why should I pay for something when I own a standalone copy?

  Business Response

  Date: 05/16/2025

  Apologies for the poor experience.  We will directly contact the customer and assist.
  
  ********************** Case: *****************
  LASHARMA

  Customer Answer

  Date: 05/25/2025

   
  Complaint: 23301297
  
  I am rejecting this response because: Adobe has not offered me any options other than PAYING monthly and forever, to get the equivalent to what I paid in full for a lifetime paid up license.  I ask that ********************** give me a new serial number for my CS6 so that I may use what I paid for.  I bought a lifetime license for this CS6 product and as long as it still functions on my computers, which it does, I should not be extorted by Adobe into paying for a new product.

  I ask that Adobe give me a new serial number for my CS6 and allow me to activate it for use.

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 05/28/2025

  Apologies for the poor experience. The new serial number of CS6 Design and Web Premium was issued as a one-time exception after the customer agreed to the terms and conditions.
  The customer was able to activate the application with that new serial number and gave confirmation to close the case.
  
  Adobe Case: ADB-********-Y8B5
  LASHARMA

  Customer Answer

  Date: 06/04/2025

   
  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:05/07/2025

  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 a long-time contributor of digital content, including videos and images, originally with Fotolia and later with Adobe Stock after the acquisition. In total, I have been working with platform for nearly 10 years, always striving to follow the contributor guidelines carefully and professionally.I received a letter dated February 19, 2025 from contributor-********************************** that my account has been suspended for violating the rules for providing content.Unfortunately, my account was suspended recently, most likely due to unintentional violations related to AI-generated images I submitted. I sincerely apologize if any of my actions breached the rules it was never my intention.I have submitted several requests for reinstatement through the official form, each time expressing my willingness to correct any mistakes and fully comply with all policies going forward. However, I have not yet received a response, and the issue remains unresolved. ?ase number is ********, Case number is ******** I am now reaching out directly, kindly asking for your understanding and assistance. I am fully committed to reviewing the guidelines once more, ensuring complete compliance, and correcting any previous mistakes. I have invested many years of work into my Adobe Stock portfolio, and this account is very important to me both professionally and ************* addition, as far as I remember, my account still holds an earnings balance of approximately $200 USD, which is currently inaccessible to me. I no longer have access to my earnings due to the account suspension.Thank you very much for your time and consideration. I sincerely hope for a positive resolution and would be truly grateful for the opportunity to continue contributing to Adobe Stock.Warm regards,****** *******.

  Business Response

  Date: 05/16/2025

  Hi Team,

  We will reach out to the customer.

  Case# *****************
  (NIKHSHAR)

• Initial Complaint

  Date:05/06/2025

  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've been waiting for my refund to the card ending in 9616 (as requested) since April 24, 2025. It's been 10 business days, and as per my bank, there's no floating transaction for that. I tried to contact Adobe chat support several times, but they kept on ending the chat. Case #: CRM:00061012700622

  Business Response

  Date: 05/16/2025

  Hi Team,

  Our records indiciate that the refund has already been processed to the customer's card assciated with the account. We advise the customer to reach out to bank for credit confirmation.

  Case# ADB-39970079-H7B0
  (NIKHSHAR)

• Initial Complaint

  Date:05/06/2025

  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 purchased a product. It was terrible. I asked to be refunded within the allotted time to do so. I was told the refund was forthcoming. The refund never came. "Customer Support" just told me that the previous agent never filed the refund in their system. I'm not being told it will be another "5-7 business days". I've heard that before. I'm getting the run around from Adobe. What they are doing is stealing from me.

  Business Response

  Date: 05/15/2025

  Apologies for the poor experience. We found that the first ******* cancelled the plan but failed to process the refund, for which strict feedback has been shared. The refund was issued on May 5th, 2025. 
  
  Adobe Case: ADB-********-K0X4
  LASHARMA

• Initial Complaint

  Date:05/06/2025

  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.

  We purchased a copy of Adobe Acrobat XI Pro in 2014. The program ran properly until it had to be installed on a new PC running Windows 11. After installing the program on the new PC, an alert popped up indicting that too many instances of the program were installed and that one copy had to be uninstalled within 30 days. Two copies of the program were permitted to be installed with the caveat that only one instance being used at a time. Regardless, we uninstalled Acrobat from the original PC just to make the installation easy. That did not resolve the popup problem. After contacting Adobe about the matter, we were advised to download a copy of a cc cleaner program that allegedly would clear the new PC of all remnants of Acrobat. The cleaner did not resolve the problem. We have now exhausted the thirty-day trial period "allowed" with the installation on the new PC - despite having entered the serial number issued of the original purchase on Wednesday, February 05, 2014 @ 9:38 PM. Although Adobe has moved to a subscription model of sales after 2024, it is supposed to honor legacy purchases. As of today, Adobe clearly is not honoring our contract; Acrobat will not run on the new PC. There are numerous notices on the Adobe website pages indicating that there are existing issues with its user database. While that may be true, there seems to be enough of a functional database to deny registration with a viable program serial number (program key).

  Business Response

  Date: 05/16/2025

  Hi Team,

  We have moved to subscription-based module and Acrobat 2014 is end of life product. Hence, we advise to move to the subscription based plans and we can offer a credit of 1 month as compensation to the customer.

  Case# *****************
  (NIKHSHAR)

• Initial Complaint

  Date:05/06/2025

  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.

  Adobe offered 12 month subscriptions to All Apps in exchange for review/visibility/promotion.Once I received an early cancellation notice, after a month, I contacted Adobe ************** was investigated while I was on the phone and at that point I was told it was supposed to be a 12 month subscription. I was put on hold for an extended period of time while it was confirmed during that call. I sent in screenshots of the offer terms and it was confirmed while I was on the phone.I was told that a new code would be generated, then was told to cancel my service. Now being told, after canceling, a new code will not be honored for the 12 months after Adobe acknowledged it was Adobe's error.Furthermore, reviewing the product is a job. The service was provided in exchange for a 12 month subscription. Screenshots were provided of that offer.I see a number of complaints have been filed against Adobe for all kinds of billing violations and practices. I really do not want to go that route, but I also cannot accept having my work essentially stolen from me.

  Business Response

  Date: 05/15/2025

  Apologies for the poor experience. We investigated and found that the code that the customer mentioned was valid for 3 months, not 12 and this offer originated from a third-party vendor. We recommend that the customer reach out to the vendor for clarification on the promotion terms. Were unable to honour the 12-month term claimed, as it was not part of an Adobe-issued offer. To assist, **** offered a replacement 3-month code(shared via email). Once the customer activates this, ********************** is willing to extend the subscription by an additional 3 months as a gesture of goodwill, bringing the total to 6 months of access.
  
  Adobe Case: ADB-********-T8H9
  LASHARMA