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Eccentric_viewc043
Participating Frequently
Oct 15, 2026 6:00 PM UTC
Answered

Payment issue

Hello, I need help with a billing issue that has left me unable to use Photoshop.

My subscription renewal failed because my payment method was declined. I contacted Adobe Support, and the agent recommended canceling my subscription and purchasing a new one.

I followed that advice, but I still receive the same error: “We couldn't process your payment. Check your payment details.”

I have already tried multiple cards, including a card from a different bank, and tested different browsers and incognito mode. Nothing has worked.

Since my original subscription was canceled following Adobe Support's recommendation, I no longer have access to Photoshop.

Please escalate this case to the billing or payments team and investigate why Adobe is rejecting every payment attempt, including the purchase of a new subscription. I would also appreciate help restoring my Photoshop access as soon as possible.

Please do not simply recommend trying another card or browser, as I have already done both.

    boki_pdCorrect answer
    Participant
    Oct 26, 2026 11:01 AM UTC

    @AkanshaAshra ​@kglad 
    Thank you,
    It seems that problem has been solved “automatically”.
    I just tried 48 hours later, using the same card and same browser and same methods and it just worked. Now, I can’t say whether the issue was on the bank side, or was my account temporarily blocked by Adobe, but in the first 24 hours customer support agents couldn’t help me.
    If anyone else run into similar situation my advice would be, report the problem and be patient for about two days.
    I got my subscription working again.
    Cheers!

    View reply

    15 replies

    Eccentric_viewc043Author
    Participating Frequently
    Oct 26, 2026 12:33 PM UTC

    So, at the end as I told adobe the issue was not in my credit card, something un your sistema wsd blocking my payment.

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    Eccentric_viewc043Author
    Participating Frequently
    Oct 26, 2026 12:31 PM UTC

    Happy you solved it that way, in my case that did not happen, it passed a whole week and nobody help me, and nothing  worked, at the time I was desperate and what did work for me was to pay using a vpn.

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    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Oct 26, 2026 12:34 PM UTC

    ​@Eccentric_viewc043 

     

    when you tried using a mobile phone’s browser:

     

    did you disable wifi?

    what browser did you use?

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    Eccentric_viewc043Author
    Participating Frequently
    Oct 26, 2026 12:37 PM UTC

    Yes, I disable the WiFi, I tried with crome, and in my computer and 2 computer friends in diferent  locations, we tried with crome and safari, ir did not work, but it did work in my computer when I used a vpn wirh safari.

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    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Oct 15, 2026 6:02 PM UTC

    use a mobile phone’s update (non-opera) browser with wifi disabled to enter your payment details.

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    Eccentric_viewc043Author
    Participating Frequently
    Oct 15, 2026 6:10 PM UTC

    I already tried that, I read in forums that some People have solve this by paying through paypal or Apple pay, but it seems in my country this option is not avisarle and in the helpcenter, they told me they cant add these options to me, I am feeling helpless :(

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    AkanshaAshra
    Community Manager
    AkanshaAshraCommunity Manager
    Community Manager
    Oct 15, 2026 6:24 PM UTC

    ​

    Hi @Eccentric_viewc043 

    We understand your concern and know how important access to Photoshop is for you.

    We checked your account, and the case is active under Case ID: ADB-47507467-S5Q5. The Support team has the necessary details and will be able to guide you further.

    Thank you for your patience and for working with us on this.
    ^Akansha

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