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Pete Farnell
Participant
September 30, 2021
Question

Billing Issue - my credit card details held by Adobe have changed

  • September 30, 2021
  • 1 reply
  • 418 views

Hi, my monthly plan payments have been made for over a year now without issue, until this month when I was emailed by Adobe to say there was a "billing issue"

When I log into my Adobe account I find that the expiry details for my credit card are wrong, I haven't changed them, it's been working fine, I wonder if Adobe accounts dept have had a computer glitch, has anybody else had this issue? (I see it has happened to someone else on here in the past, but there is nothing to say how it was resolved)

I know I could just change the details back to what they should be but I'd like to understand why they have changed.

This topic has been closed for replies.

1 reply

LinSims
Community Expert
LinSimsCommunity Expert
Community Expert
September 30, 2021

This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

Adobe provides support through the Chat function on the contact page or through a phone call. There is no email support.

CHAT: Click the following to contact Adobe customer support staff for help:

https://helpx.adobe.com/contact/support.html

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work. Disable any ad, pop-up, or script blockers.

This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

Click the chat icon at the bottom right of the page to open a chat session.



If that doesn't work, try this link, which opens a chat window directly:

https://helpx.adobe.com/contact.html?rghtup=autoOpen


PHONE: You can also search this page for a regionally appropriate phone number for customer support.

https://helpx.adobe.com/contact/phone.html

P
Pete FarnellAuthor
Participant
September 30, 2021

Thanks, but I tried Adobe support and the operative insisted I contact my bank - my bank details haven't changed but the details that Adobe hold have changed I'm trying to find out why but he couldn't help me, hence I'm asking on here as I see I'm not the only person this has happened to and I'm hoping someone may be able to cast some light on this as Adobe seem unable / unwilling to do this.

LinSims
Community Expert
LinSimsCommunity Expert
Community Expert
October 1, 2021

There's nothing we can do for you here, I'm afraid. We're not Adobe employees and we have no access to their backend systems.

 

If you're positive the issue is on Adobe's end, you're going to have to deal with Customer Support.

 

I would suggest contacting them by phone, telling them "Billing" when the voice tree kicks in, and insisting on speaking with a supervisor if your initial CSR can't help. Some of the first line support personnel aren't as trained as one could hope for and they may not have any idea what to do to fix this, or even know that they can.

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