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J
jelenagarbotz
Participant
February 12, 2020
Answered

Can't buy credit packs

  • February 12, 2020
  • 1 reply
  • 784 views

Hi, I need help with my order please:

I want to ordner a new credit pack but when I click on "buy now" I get an error message that says (quick translation from German):

"The transaction could not be made. Please check your details. When the problem reoccurs please contact support."

I am logged in so I don't know what details this could be. I also can't find any direct contact (hotline or mail) for AdobeStock. German Adobe CC support hotline was not anwered.

Thanks.

    Correct answer WendellaBee

    Hi info,

    I understand your confusion. We are working on better messaging in Account Management. When you bought your first credit pack from Adobe Stock it set up the payment method for future purchases of credit packs and other non-subscription licensing. Credit Packs are not a subscription and your abo cannot run out. However the payment method stored here is in need of an update. Updating will unblock your credit pack purchases.

    EBQ

    1 reply

    WendellaBee
    Adobe Employee
    WendellaBee
    Adobe Employee
    February 12, 2020

    Hello info,

    Please visit https://accounts.adobe.com to review your account. You'll find more information there.

    EBQ

    J
    jelenagarbotzAuthor
    Participant
    February 12, 2020

    Hello,

    I'm not sure what you mean. There is an error message about an old abonnement from 2018:

    I had a test abo in (5 credit pack), which I cancelled in time.

    It shows this message "Your abo has run out. Update your billing info to activate it again."

    Could this be the reason I can't order credit packs (I was able to order credit packs until last month)?

    I don't want this abo again.

    Thanks for your help.

    WendellaBee
    Adobe Employee
    WendellaBeeCorrect answer
    Adobe Employee
    February 12, 2020

    Hi info,

    I understand your confusion. We are working on better messaging in Account Management. When you bought your first credit pack from Adobe Stock it set up the payment method for future purchases of credit packs and other non-subscription licensing. Credit Packs are not a subscription and your abo cannot run out. However the payment method stored here is in need of an update. Updating will unblock your credit pack purchases.

    EBQ

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