Close account due to death, incapacitation, or incarceration

Last updated on Aug 8, 2025

Learn how to request to close an Adobe account or cancel a subscription for someone who can no longer manage their account due to death, incapacitation, or incarceration.

At Adobe, we understand that dealing with accounts of deceased, incapacitated, or incarcerated users can be sensitive. We also understand that this is a challenging time for you. You can follow the steps to submit a request to close an account or cancel a subscription for a user who has passed away, been incapacitated, or been incarcerated.

Required documents

You'll need to provide the following information to cancel a subscription on someone else’s behalf:

Account holder email address
Requestor’s contact information (first and last name, country, and email address)
Legal documentation (death certificate, medical documentation, proof of incapacitation or incarceration, or any other certifications)

You'll need to provide the following information to close an account on someone else’s behalf:

Account holder email address
Requestor’s contact information (first and last name, country, and email address)
Legal documentation (death certificate, medical documentation, proof of incapacitation or incarceration, power of attorney, proof that you are the executor of the estate, or any other certifications)

Submit a closure or cancellation request for another person

Go to the Adobe privacy inquiry form.
Enter your details (as the requestor) and select Send validation code.
Enter the validation code you received via email and select Confirm code.

The form collects your first and last name, country, and email address before sending a validation code.
In the new window, select Cancel someone else’s subscription due to their death or incapacitation. Then, select Next.
Enter the email address of the account holder whose account you’re requesting to close. Then, select Next.
Specify the reason and attach the appropriate legal documentation. Then, select Next.

The upload section allows you to upload supporting documents such as certificates or medical records to be added to the account closure request.
Follow the onscreen instructions and confirm that you are authorized to provide the required proof. Then, select Next.

A confirmation message appears before you submit the final account closure request.
To confirm the request, select Submit request.