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Participant
December 16, 2024
Question

payment error when purchasing first license

  • December 16, 2024
  • 2 replies
  • 188 views

I have tried to purchase a licence in every way and it simply won't accept my payment. I have read many posts with people having this same issue and it seems it simply is something Adobe won't fix. The only way this problem has been being solved is with direct intervention from a suppor agent, so here I am requesting to be helped in such way. I already called my bank and they said no purchase attempt has been registered and tried every card I own, so as I said, I have the same problem lots of people experience. 

I'm trying to purchase the plan shown in the picture from Mexico, my cards are also from Mexico. I'm doing everything right and I have followed every single advice I could find in these forums. Please help me with this purchase. I have a brother trying to do the same for him so he will be next to create a post like this to receive help.

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2 replies

Participating Frequently
December 16, 2024

It has nothing to do with your card settings, balance, or bank themselves per your description, I believe they are totally fine on other websites.

Adobe's fraud prevention team has something to do with the above mentioned issue. 

Are you an unauthorised reseller? 

kglad
Community Expert
Community Expert
December 16, 2024

no one here is a reseller of any sort.

kglad
Community Expert
Community Expert
December 16, 2024

there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click 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.

twitter/x:
tweet @AdobeCare

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.