Participant

Answered

Problems with payment details (Creative Cloud One-year Membership)

Forum|Forum|8 years ago
November 8, 2017
16 replies
21646 views

Hi,

Last week, I contacted you (Adobe) via Chat about an issue I'm having with my payment details. So, just to try to see if it worked, I entered the info for another credit card, but, still, I got the same warning text about an issue with my payment details.The guy who answered asked me to reenter the credit card info on a link from your page (made sure of that, I have transcripts of all of these conversations in my mail inbox) and told me the problem would be fixed between 24-48 hours.

Two days ago, I checked again to see if the problem was fixed and I had the same warning text about an issue with my payment details. Bear in mind, it is the same credit card I've been using for over a year, so I contacted the credit card company and they told me everything was okay. Again, I contacted you via Chat, and this time the guy who answered me took too long to reply, then told me I had pending payment and my account was in "suspended state", then proceeded to give me the same link as the last guy. I had the understanding these charges were made automatically to the credit card.

Now, I don't get that warning text in my account, but today I got an email from Adobe saying there was a billing error. What should I do?

I would very much love to have this issue fixed as I'm nearing my billing date and I really need to use the apps.

Regards,

Alejandro Kossio

This topic has been closed for replies.

Correct answer kglad

@Chan28286773n8jx

contact adobe support to fix this problem. there are 3 ways to contact adobe; chat, phone and twitter:

chat:
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.

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

twitter:
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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

Show previous replies

D

davidbee4756

Participant

This situation might be 'answered' but it's not corrected. I've had the exact same problem today (10/25/18), the same situation with the card (bank says all okay and voided the duplicate transactions from Adobe), got the same line of BS from customer service, and still have the same message flagging up on both Lightroom and Photoshop. ADOBE - FIX YOUR PROBLEM.

ryanr98816543

Participant

I seem to be having the same issue. I have tried three different debit cards. All with more than enough money to pay for the monthly service charge of Premiere Pro. Each time I get a message back saying that the payment is declined. All three charges are in limbo (pending) and one bank told me that the charge was granted on their end but would come out of pending in 10 days. I have talked to four different members of customer care with adobe. All say “try it again” (hence the 3 different charges in 3 different accounts). No one has offered a solution or more details on why it keeps getting declined.

For those of you who had this issue, did you ever get your money back or get it resolved? And have you tried another service with another company that has worked. Specifically for video editing.

A

azvlr

Participating Frequently

@Simon Hall, I see that your issue is identical and the date is only a few days ago, so I know I'm not crazy.

I recall having this payment issue several months ago when I added my card info to my son's account and my card got charge a few times before it went through. I'm frustrated because I want to take care of this tonight while I have time to use the programs before going back to work tomorrow.

I tried the chat, but couldn't tell if I was talking to a human or a bot.

M

miw1971

Participant

I get the same issue after using several cards. They tell you to contact the bank, but that ends up not helping. Seems to be an issue on their end, but the have a problem admitting that for some reason. I spent over an hour on chat with customer service. they even tried to enter the card on their end with no luck.

Mihchael

S

SimonHall

Participant

I had EXACTLY the same problem with my account. I received a "your Payment Failed" email, because my current card had expired. So today I looked into https://account.adobe.com/ and updated my account with a new credit card and then got the following message

There is an issue with your payment details.

I cleared cookies/cache, logged in and logged out and it still displayed the same problem. The card has $5000k credit on it and I've used the exact same card on several sites today - without any problems. So I knew the card wasn't the problem.

So just now I contact online chat support @ helpx.adobe.com for assistance. I talked to a "Subha"and it took 24 minutes for them to tell me that the payment had gone through !! Subha also confirmed even though Adobe take your money immediately it takes 12 hours for this message, There is an issue with your payment details, to be removed from your Adobe account !! Ridiculous.

There's obviously a serious glitch in the Adobe site with credit card payment processing. Adobe really needs to fix this.

shaney25139891

Participant

This is the same problem I have. I was upading a new credit card and now it won't go through. My bank says the error is "address verification" but i'm typing in the correct one. This is clearly an Adobe error. Noone has been able to help me. They just tell me to use a different payment method which is rediculous. I'm going to cancel both services with them.

W

WiseyD203

Participating Frequently

My annual renewal was last month. My credit card payment was (according to Adobe) declined. Checking with Mastercard I found that they had flagged the transaction with Adobe as suspect, which is why it was declined. I want to note that during this fiasco I was able to use the card elsewhere with no issues. So after speaking with Mastercard and Adobe support, then updating my payment information on my Adobe ID profile a second time, it was again declined. Even with Mastercard watching for the transaction. Mastercard advised me that after several 'suspicious' transaction attempts by Adobe the credit card was flagged and had been revoked. A new credit card had to be sent.
Thankfully Adobe support 'credited' my account to keep it from being disabled, now a new credit card has been added to my profile and I'm eagerly awaiting if it will end up being flagged as well.

After this post and many other posts, this appears to be an ongoing issue (for years now) with Adobe's billing department that seriously needs to be looked at.

Kanikas

Community Manager

Hi WiseyD203,

I see you have an Adobe account with the same ID as with forums. I see you were able to successfully able to update a new card and the billing date is 6th Dec 2017. We are hopeful that this time you would not face any issues, however, if you still do please feel free to update the thread so that we can immediately act on this.

You may also Contact Customer Care for help and support.

Thanks

Kanika

S

Shashwati

Participant

Hi,

I also am facing a credit card payment issue. When I try to update my Payment Mode and add a new credit card, I get the message

- "Card is invalid, please check card details". But this credit card is perfectly valid and active.

Not able to find a solution after multiple attempts. Have spoken to customer support as well. Have tried different cards as well.

An someone please suggest what I can do ?

Very nervous as I am in the middle of a big project and have only a few days left on this month's subscription.

thanks !

Sasha

Kanikas

Community Manager

Hi Alejandro,

I see you have an Adobe account with the same ID as with forums. The subscription is active and not under suspended state, however, there seems to be an issue with the card. I understand that you have contacted your bank for this, is there a way that you could use a different card for payment?

Let us know if this helps, Feel free to update the thread for more questions.

Thanks

Kanika

alejandrokossiocAuthor

Participant

Hi Kanika,

I've now tried a different credit card, but I don't know if it worked or not.

Two things I've noticed: One, I don't seem to be getting the "Days left" window when I open the apps anymore; And two, in my billing history, the month of October isn't listed anymore:

Kanikas

Community Manager

Alejandro, we checked our records and found that with both the cards there is an authorization issue from the bank's side.

You will have to get in touch with your bank for the same.

Regards

Kanika

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