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!

Show previous replies

A

Anonymous

I am having exactly the same problem and I am not able to subscribe. Tried several times, with different cards and emails, but the result is same. Please assist.

Kind regards,

S

stevet60831517

Participant

Exact same issue. I suspect it's because I'm currently in Vietnam but my card is a UK one? Rather frustrating as I can't call customer service on the phone to sort it out.

I

ilievamimi

Participant

Hello, I have the same issue. Could anybody help me please?

saharshmishra0309

Participant

I am having the exact same problem. Can you help me solving it. I have tried to pay several time since morning but its failing everytime, i even contacted my bank but they said that there is no problem from their side. Thank you.

Beverley Gray

Community Manager

Hi Saharsh

I've asked the support team to follow up with you to assist further.

Thanks

Bev

S

slugflyer

Participant

Hello, I am having the same problem here. It charged me 3 x authorisation charges and still I am not able to make a purchase. I am really surprised in Adobe lately. Really bad experiences here. Can someone help me? It seems to think I have a subscription but I dont. The customer service team seem to tell me that it is suspended because of non-payment, but I only ever bought one off credit stock packs, and now I cant buy any more? My bank say they are authorising everything and it is a problem with your website.

K

kausalm86980536

Participant

Hello, I have the same problem as all the other persons on this Forum.

It seems that ADOBE helpdesk is incompetent !

Beverley Gray

Community Manager

Hi Kausal

Please contact our support team for assistance - Contact Customer Care

Regards

Bev

K

kausalm86980536

Participant

Hello,I live in Argentina and I cannot pay with my credit/debit card to obtain LR and photoshop.What is the solution please? I am sure that my informations are correctThank you.Kaushal

Le vendredi 24 mai 2019 à 04:00:09 UTC−3, Beverley Gray <forums_noreply@adobe.com> a écrit :

My payment is not being authorized by Adobe

created by Beverley Gray in Adobe Licensing - View the full discussion

Hi Kausal

Please contact our support team for assistance - Contact Customer Care

Regards

Bev

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dominiekv64595913

Participant

I'm getting the same issue. I'm trying to sign up for a monthly AE subscription (I already have a premiere pro one) but it is giving me the following 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 1800 426 570.

Slightly frustrated!

M

martinpenchev

Participant

Hello I have the same problem. I'm from Bulgaria and tried with different debit card. And this problem is here.

stankop19775980

Participant

I have the same problem. I am also from Bulgaria.

Their Sales team just redirected me to my local distributors but they do not have the same package I want. And this after several fruitless chat sessions with customer service representatives.

Even one star is too much for the experience I had.

Beverley Gray

Community Manager

Hi Stanko

Sorry to hear about your experience. I'll forward your details to our support team who will check your account and find out why the orders are being blocked. They'll follow up with you to let you know when you can try to place a new order.

Kind regards

Bev

D

DSGrouse

Participant

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 800-585-0774.

I have the same problem, tried debit, credit, paypal via bank, paypal balance funds. not one of them worked. I sat on chat for 40 min, spoke with my bank for 20. The issue is not theirs.

"

Monisha: Hello. Welcome to Adobe Membership Services.

Aaron Kimpton: hello,

Aaron Kimpton: I am having an issue paying for adobe

Aaron Kimpton: I tried the monthly light room cc yesterday, and the above photo shop Lightroom plan today. Everything seems to go through via paypal, but not on adobe's side.

Monisha: I understand, you want to know about the plan charges, let me help you with that.

Aaron Kimpton: ?

Aaron Kimpton: this happened yesterday

Aaron Kimpton: Your cancelled order Adobe ID: 3lgautodetail@gmail.com Order number: ADB048155000 Ordered: December 19, 2018 Lightroom CC plan with 1TB (one-year) (Annual plan, paid monthly) US$9.99 / mo Subtotal: US$9.99 / mo Tax/VAT: US$0.00 / mo Total: US$9.99 / mo

Monisha: Aaron, as I can check, there is no active subscription under this accouont.

Aaron Kimpton: as i stated, I have tried to pay twice for two different versions. via paypal. and via CC. Neither have shown up

Monisha: May I know the first 6 digits, last 4 digits of the card, name on the card, date of charge and the amount to locate the charge for you?

Monisha:

Aaron Kimpton: ****** **** would have been the 9,99 monthly

Monisha: May I know the date of charge as well?

Aaron Kimpton: yesterday

Monisha: Thank you for the information.

Monisha: let me locate the charges.

Monisha: Thank you for being connected.

Monisha: Aaron, as I have checked, the amount has been unauthorized by your bank.

Aaron Kimpton: Oh?

Aaron Kimpton: it says pending when i look online

Aaron Kimpton: what address do you have on file for me. It should be

Aaron Kimpton: aaron and **** ********

Aaron Kimpton: *************

Aaron Kimpton: *********

Monisha: Let me check that.

Monisha: Aaron, thank you for being connected.

Monisha: Yes, you are right.

Monisha: The address is correct.

Aaron Kimpton: i wonder why it is not working. hmm. The paypal did not go through either?

Monisha: Yes, you are right.

Aaron Kimpton: any insight as to why it is not working?

Monisha: Aaron, as I have informed the payment did not go through as it is showing unauthorized by your bank and that is the reason the order did not go through.

A

adyd89755486

Participant

Hi all ! I have the same problem.... i try to buy... and no work....." incorect biling info......" What happened? I need work....:(

Beverley Gray

Community Manager

Hi Ady

It seems that your payment card is not being accepted for online transactions. Please check this with your bank or use a different card.

For further assistance, please contact our support team: Contact Customer Care

Thanks

Bev

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