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V
veselina_atanasova
Participant
June 4, 2018
Answered

My payment is not being authorized by Adobe

  • 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!

    22 replies

    Show previous replies
    J
    joannab57447060
    Participant
    October 17, 2018

    Having the same problem:

    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 0800 0280148.

    Think the problem might be that I'm currently in Colombia, but my PayPal and Adobe accounts are all UK-based. I need to use Illustrator straight away for some work I have to do this week.
    Thanks
    Beverley Gray
    Community Manager
    Beverley GrayCommunity Manager
    Community Manager
    June 4, 2018

    Hi there

    Sorry to hear you're having issues signing up.

    We've made a change in our system so could you please try to place a new order and let us know how you get on.

    Kind regards

    Bev

      V
      veselina_atanasovaAuthor
      Participant
      June 4, 2018

      Hello !

      I tried to place an order once again but the result is the same. I got the same error message.

      The sum of 19.99 euro is blocked at my bank account awaitng authorization on your end. Is there any way for me to give you some information about the payment so you would be able to confirm and receive that payment?

      Please, also note that every time I try to place an order a new sum of 19.99 euro is blocked at my account and I am unable to use it for 30 days - until it gets automatically released. So, please be so kind to really fix this issue before I make any new orders. I had nearly 200 euro blocked.

        Beverley Gray
        Community Manager
        Beverley GrayCommunity Manager
        Community Manager
        June 4, 2018

        I checked this with our finance team who advised that they've approved your details so you should be able to place a new order.  Please could you do this within 3 days.

        Sorry for the inconvenience caused.

        Regards

        Beverley

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