Cannot pay from Kazakhstan, Adobe identified it as Russia

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How to fix it?

kgladCorrect answer

Community Expert

Thanks, have just done so, and apparently the situation hasn't changed since 2022. If the account was created in Russia, they send you to create a new one.

here's information on migrating assets, then.

https://helpx.adobe.com/enterprise/kb/transfer-assets.html

poligrama52206400

Participant

Та же проблема! Ответ не помог

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kglad

Community Expert

what did adobe support say?

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K

katemotyleva

Participant

Hello there, @kglad

I'm having the same issue. I left Russia more than two years ago, but was never able to change my location. In 2022 I contacted Adobe Support, but they didn't help, limiting their answer with the recomendation to create new account (I have a lot of stuff in PS and LR, doesn't work for me).

I tried to follow your recommendations and changed my country on adobe.com as a 1st step. I was even able to see the plans with the currency of my current location. But the moment I press "buy", it automatically redirects me to the Russian store and says the service was terminated in my location.

Really appreciate someone can help with this.

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kglad

Community Expert

The country associated with your adobe id must match the store you purchase from and must match the payment address. otherwise, change what's necessary:

change your country on adobe.com, https://www.adobe.com/international/selector/

change country associated with adobe id - https://helpx.adobe.com/x-productkb/policy-pricing/change-country-associated-with-adobe-id.html

change credit card and/or billing address, https://helpx.adobe.com/manage-account/using/update-billing-information.html

change currency - https://forums.adobe.com/thread/1999694 change store - http://www.adobe.com/store_selector/storeselector.html

change adobe.com website language - https://forums.adobe.com/thread/1999693

if you still have trouble, contact adobe support. there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

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

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.

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