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HrishikeshB
Participant
May 13, 2023
Answered

Changed the billing eMandate four times and it still tells me that it is invalid

  • May 13, 2023
  • 3 replies
  • 878 views

Recently India constituted a change in how debit and credit cards are used for paying for online services. I've been on the Photography plan for the past couple of months. My past payments have gone through without a hitch (even after the mandate rules came into effect).

 

This month, I got an email saying that my eMandate was invalid. So far I've removed and added the eMandate 4 times. Each time, Adobe accepts the eMandate just fine and I even get confirmations from my bank that the same is now active. A few days later I again get the same invalid eMandate email. Whats going on Adobe? 

This topic has been closed for replies.
Correct answer Jeffrey_A_Wright

Hrishikesh, I apologize for any confusion. The subscription under the account is active, and there are no current payment failures. Did you receive an additional message to update the eMandate since you contacted us in case ADB-29166427-F5Y9 on May 2nd?

 

You can use the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to review your recent support case. For any account-related errors, please contact our support team directly, as suggested by Kglad and PeruBob, and click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to begin a new secure chat session.

 

3 replies

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
May 15, 2023

Did you read this help article about India's recurring payment policies?

https://helpx.adobe.com/in/x-productkb/policy-pricing/recurring-payments-india.html

 

Nancy O'Shea— Product User & Community Expert
    H
    HrishikeshBAuthor
    Participant
    May 16, 2023
    quote

    Did you read this help article about India's recurring payment policies?

    https://helpx.adobe.com/in/x-productkb/policy-pricing/recurring-payments-india.html

     


    By @Nancy OShea

     

    This is exactly what I did and I still kept getting the invalid mandate emails. Apparently many users from India still get the same emails. However, they choose to manually pay the subscription than go and set auto-debit. For now, this seems to have resolved in my case. I'll keep an eye out for such emails in this month. 

    Jeffrey_A_Wright
    Jeffrey_A_WrightCorrect answer
    Legend
    May 15, 2023

    Hrishikesh, I apologize for any confusion. The subscription under the account is active, and there are no current payment failures. Did you receive an additional message to update the eMandate since you contacted us in case ADB-29166427-F5Y9 on May 2nd?

     

    You can use the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to review your recent support case. For any account-related errors, please contact our support team directly, as suggested by Kglad and PeruBob, and click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to begin a new secure chat session.

     

    H
    HrishikeshBAuthor
    Participant
    May 16, 2023
    quote

    Hrishikesh, I apologize for any confusion. The subscription under the account is active, and there are no current payment failures. Did you receive an additional message to update the eMandate since you contacted us in case ADB-29166427-F5Y9 on May 2nd?

     

    You can use the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to review your recent support case. For any account-related errors, please contact our support team directly, as suggested by Kglad and PeruBob, and click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to begin a new secure chat session.

     


    By @Jeffrey_A_Wright

     

    Jeff, thank you for your response. I finally managed to get this sorted. I did get a message again after I set the eMandate on May 2. However, I logged in to my bank's website and it showed me four active mandates. These were the ones that I kept setting after I repeatedly got the invalid mandate emails.  I deleted all of them but one and that card was charged yesterday. So its all good for now. Thanks again for your response. 

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    May 13, 2023

    this is a user forum. contact adobe support.

     

    there are 2 ways to contact adobe; chat 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.

    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

      H
      HrishikeshBAuthor
      Participant
      May 13, 2023

      Thanks but Adobe support was of no help at all. They said, they are unable to determine the status, whatever that means. Hence posting here. 

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      May 13, 2023

      i don't see how other users will help.

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