How to stop tax-exempt billing and remove VAT from invoice

Question

I'm based in Portugal and I'm an "independent worker" (which essentially means freelancer), and I need to have my Tax ID/personal VAT number in the invoices to be able to declare the Adobe subscription as a business expense. But I am not a company, and cannot be charged as if I were one.

I added my Tax ID number to the VAT box, not realizing that this was meant only for companies. Adobe started billing me as a tax-exempt customer, even though they should still be charging me VAT, as I am not a company, but a single person customer (who needs their Tax ID number to appear in the invoice).

As soon as I realized this, I removed my Tax ID number from the billing information (which was very difficult to figure out how to do), but I continued being charged as a tax-exempt customer.

I have tried looking everywhere for help with this issue, and couldn't find anything in the customer support online FAQ pages. Every link for a chat just redirects me back to the same customer support FAQ page. I even tried calling the only customer support number I could find (https://www.adobe.com/about-adobe/contact.html), but they don't accept calls from mobile phones and I have no access to a landline.

I just want to be billed correctly. Please help me.

kglad · Accepted Answer

good to hear.

for others, safari (and other browsers work) if popups and cookies are enabled. more info:

use a browser that allows popups and cookies and contact adobe support by clicking 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

p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.s. you can also use twitter to tweet @AdobeCare

p.p.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

Joana5E0C · Answer

I finally managed to open up the customer support pop-up (does not work in Safari, and today was the first time it worked for me in Chrome. I had to follow the link posted here: https://community.adobe.com/t5/account-payment-plan-discussions/i-cant-access-live-chat/td-p/13330758 . The issue is tentatively fixed, we'll see when the next invoice comes around if it is actually fixed &#128578;

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