I can't pay for Adobe Firefly credits, I get an error

Question

I’m using the Adobe Photography plan and trying to purchase Adobe Firefly credits, but every time I attempt to pay, I get this error:

We couldn't process your payment. Please check your payment details. If the issue persists, try another payment method or contact your bank.

I’m already using the same default payment method (the same credit card) for my Adobe Photography plan, and Adobe charges it without any issues. I don’t understand why I’m unable to use this same card or even a different one to buy Firefly credits. Since the card works fine for other Adobe charges, I don’t believe the issue is with my bank.

Can someone help me understand why this is happening?

chesnomarina · Accepted Answer

I totally get how frustrating this must feel. Being passed around is never a great experience.

Just to clarify, this is a community/user forum where fellow users try to help each other out. For more direct assistance, I recommend reaching out to our official support team. There, you can start a private chat with a dedicated support agent who will work specifically on your issue. With your permission, they also have the ability to access the system (if needed) to check and troubleshoot the error code you're seeing.

That should give you a much smoother and more personalized experience.

^Shivangi

No need anymore. I've switched to Affinity products.
I was sick of constant problems with your software and sudden changes in subscriptions

chesnomarina · Answer

Hi everyone!Yesterday I faced exactly the same issue.I even created another account to test the same card and got the situation when I can purchase e.g. Photography plan but not the new Firefly standard one. My VISA cards works fine and I don't understand what's going on while I can't use generative fill in Photoshop anymore since the Adobe silenly changed their policy and now I have to purchase extra plan to do the same work as I did. P.S.Tried different methods to solve it: another web browser, another card (even from another country), the new account - nothing works for me.Please help!!!!

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