Participant

Answered

My payment is not being authorized by Adobe

Forum|Forum|7 years ago
June 4, 2018
22 replies
68557 views

Hello!

I am unable to subscrube for Adobe's products because my payment is not being accepted by Adobe.

There is only one method to pay in my country (Bulgaria) and it is through credit or debit card.

I tried more than 10 times now, using different cards with even different Banks but every time I get the same error:

"Incorrect billing info

We are unable to approve your transaction at this time.

There are a number of reasons for order failure, among them errors in the payment information, or billing address, or an inaccurate email address. If you have verified your information and are still unable to place your order, please contact Customer Service and order by phone. Call +44 203 0277 764."

I even tried the credit card my brother uses to pay his membership without any problems every month (I really hope I would bot jynx it not I have written it) and I got the same result. I have tried to make a payment on May, 1st, 4th, 8th and today - June 4th without success. I checked my payment details and I can see that the payment is being registered at my bank but the sum is not authorized (confirmed) on Adobe's end. Also, I have spoken with different operators in Adobe's chat support platform, explaining what the problem is. I've been redirected from Department to Department without any resolvement being offered.

I also checked with my local distrubotrs but was told that they are not offering the subscription I want to make.

I would very much like to buy a subscription for InDesign, so please someone help me!

Correct answer ProDesignTools

Well, this is primarily a user-to-user Forum – so we here don't really have the power to help you, other than to say to make sure and confirm that your address (and country) is correct & consistent between your payment provider and your Adobe account:

https://account.adobe.com/communication

You can also possibly try to use PayPal to purchase your subscription, if offered by Adobe in your region.

But otherwise, the only folks who have the ability to work on account payment issues is Adobe Customer Care themselves – please contact them directly:

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

Sorry we can't be of more help to you here!

T

Test Screen Name

Legend

Sakshi12, do you have a question for us? Please note that we are NOT Adobe Customer Service.

ProDesignTools

Community Expert

Locking this discussion. Fellow users here do not have the power to assist with account/payment issues... Anybody who is having difficulty with payment authorization (and can't sort it out themselves) should contact Adobe Customer Care directly:

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

Thanks!

S

saksshi

Participant

Hlo sir

N

Nuwanda

Participant

Hello! I have the same problem here and just got my license suspended 😞

M

mirthdeka

Participant

I am having the same issue and I live in India.

Please help.

C

caterinac1689871

Participant

Hi, I'm from Italy and I have the exact same problem.

Even though my card doesn't have any problem I recieve the message that there's a problem with the billing.

It's not the first time this happened.

I woult really like if you could resolve the problem and don't make it happen anymore.

Thank you

B

Bobbby

Participant

I am having the same problem and it keeps saying confirm membership then it shows up an error and I can't fix it. Please help me

A

alexa36334251

Participant

I am having the exact same problem. For the past few months I am trying to purchase Creative Cloud All Apps but there is this error that doesn't let me successfully purchase (We are unable to approve your transaction at this time.). I've tried with a lot of different credit cards, accounts, browsers, required help from more than 10 chat agents... and nothing. Could someone help me out?

M

manjunathj

Inspiring

I had the same issue! Try giving office address or the address when first you applied for credit card or account is opened. I gave my 15 years old office address (which is no longer exists now ) when I first appiled to open bank account. If still having issue , contact customer care number (Not chat please, it won't help. I spent one hour with 4 customer care folks and they are no use and no knowledge at all). Hope this helps!0

A

alexa36334251

Participant

Thanks for your answer. Unfortunately this doesn't work either. But I have to agree that the chat customer care folks have no idea how to help. I've been talking with more than 15 agents and all of them said it's a bank related issue by my end, but I've tried all my credit cards that I am using everywhere when purchasing online so this is out of discussion.

Right now the payment is in PENDING state on one of my credit cards for almost 2 hours - the money were taken, but the error was still there.

M

manjunathj

Inspiring

Hi Beverley Gray,

Am from India and I had Photography Plan (8 months) and wanted All Apps Annual Plan, paid monthly so had a chat with customer care service. He was able to cancel my Photography subscription but unable to upgrade it to All Apps plan. He told issue with the bank. I contacted the bank and they told it is problem with Adobe as Transacaction is successful but it is cancelled from Adobe. I spoke to 4 people yesturday and spent one hour and no one can help to solve the issue. All they did was rasied the Quotes which also landaded to same page and getting same error! None of the customer care people able to solve the issue.

Can you please help fix the issue so I can go for All Apps Plan ?

My Adobe ID / email id : [email removed by Moderator from public forum to avoid getting spammed – your email address is accessible by Adobe under your account ID]

Below is the error am getting from both of my credit cards. I do not know why it is not using the same card used for my Photography plan which I was using 8 months.

Incorrect billing info

We are unable to approve your transaction at this time.

There are a number of reasons for order failure, among them errors in the payment information, or billing address, or an inaccurate email address. If you have verified your information and are still unable to place your order, please contact Customer Service and order by phone. Call 1800 102 5567.

Thanks,

Manjunath

M

manjunathj

Inspiring

[Solved] Subscribed to All Apps ! Had to use my office addess which is used to open my bank account.

ProDesignTools

Community Expert

Good, glad to hear it.

Yes – for the greatest success, it's best to give Adobe the same address as the account for the form of payment you use.

A

akankshachandel

Participant

Hi, I am having the same issue. I am from India and all my details are correct but it still shows me this message:

We had a problem placing your order

We are unable to approve your transaction at this time.

There are a number of reasons for order failure, among them errors in the payment information, or billing address, or an inaccurate email address.

If you have verified your information is correct, you can try a different payment method, or contact Customer Service and order by phone. Call 1800 102 5567.'

Please help!

M

manjunathj

Inspiring

Hi, I was able to workaound by giving my Office address when my first bank account was created. Try with your address (PIN Code) of office when account was created. If you do not have office adderess and it is your personal bank account, then give the address of your home when account was created. If nothing works, call the customer care and they will work with back end team to fix this issue.

autumnlove21

Participant

Same problem in the USA! It's pathetic that it's been months and consumers are still suffering from this. I thought you guys wanted consumers to purchase your products, or am I wrong?

Show more replies

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded