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zacharismith
Participant
July 27, 2012
Answered

Can't purchase Creative Cloud subscription

  • July 27, 2012
  • 38 replies
  • 55951 views

I have been trying to purchase a Creative Cloud subscription for the last few days and it does not work. I've tried different browsers, different devices and even calling adobe sales and it still doesn't work.

Anyone else having issues?

You'd think it be easier to spend money!

Please help.

    Correct answer David__B

    Thanks for the update. Glad to hear you were successfull Azalea Graphics.

    Are others still having difficulties?

    -Dave

    38 replies

    Show previous replies
    R
    rMcFly1
    Participant
    June 25, 2015

    I'm having trouble too. I want to buy mi lightroom creative cloud subscription and it says that isn't available in my country. I'm currently in Puerto Rico. I have some friends that bought it with no problem. Please Help!

    Rajashree Bhattacharya
    Rajashree Bhattacharya
    Legend
    June 26, 2015

    From here Re: Creative Cloud in Puerto Rico , it says that :

    For anyone in Puerto Rico who wants Creative Cloud I have a work around and have discovered the problem.  First the problem: When I could not order CC online the reason was that the address in my profile had the country listed as Puerto Rico and you cannot change country as it is based on your address.  After many calls to customer service and the help here online from Beverly, I noticed my country had been switched to United States (which is correct as Puerto Rico is not a country) and my State/Province was now PR.  That allowed the logic on the ordering page to process that I was in USA and it provided me with the proper order form. Adobe really should run an Update Query on their database and move all the IDs that have Puerto Rico as their country to USA and their state equal to PR.

    For the work around:  Log on from a US recognized network.  My friend had the same problem but instead of going through the hassle of all the calls and emails that I did we just used her iPhone on the AT&T 3G network.  The website logic recognizes this as a United States network and the proper order form appears.  Likewise if you have access to a Federal network and can surf the web on their system it will produce the order form.  If you use Onelink or PRT/Claro and probably the local ISPs the website logic assumes you are logging on from outside the USA and the form doesn't appear and you are prompted to call Sales, who will NOT sell to PR over the phone.

    Hope this helps you.

    Regards

    Rajashree

    C
    cherek84527021
    Participant
    July 13, 2015

    I also can't sign-up for Adobe CC.  Tried 3 times and the page just refreshes and returns to a previous screen.  Not sure if I've just been charged 3 times.  And still don't have CC.  Help!

    marvin matthew
    marvin matthew
    Participant
    June 25, 2015

    i'm having this error as well. "There was a problem processing your order, please contact our Customer Service team on 800 448 1642 for assistance."

    Tried more then 10 times already.

    Ani*Adobe
    Community Manager
    Ani*AdobeCommunity Manager
    Community Manager
    June 25, 2015

    Hi marvin matthew,

    Sorry for the poor experience.

    Could you please try a different browser and let me know how it goes.

    ^Ani

    marvin matthew
    marvin matthew
    Participant
    June 25, 2015

    hi Ani,

    I tried using safari and firefox. Even in private browsing mode and on iPad. all of them gave the same response. Even tried clearing cookie and cache.

    I
    igormaminta
    Participant
    June 20, 2015

    i"m having the same problem. "There was a problem processing your order, please contact our Customer Service team for assistance. Indonesia: 001 803 447 361 Malaysia: 1 300 80 0027 Philippines: 180014410440 Thailand: 001 800 441 8813 Other: +65 66221459"

    Can't even call the Philippine Hotline.

    Much appreciate if you could help me with this purchase.

    MarthaCartagena
    MarthaCartagena
    Participant
    June 22, 2015

    Same issue. The support telephone. I was on the line for over 30 minutes. Very poor support service. Shocked because I love the software and have just bought shares in Adobe.

    Software is amazing. There support is way below par and would be a concern if I was running the show.

    So wanting to purchase another single App Adobe Acrobat DC PRO and cann't give them my money. They said try again in 3 days (3 days!!!!)

    Shocking.

    andreasass
    andreasass
    Participant
    June 16, 2015

    I am having this same problem as well.. when I try to purchase the photography (LR + photoshop) plan I get a message saying more time is needed to process the transaction and someone will get back to me within the next business day. No one has ever gotten back to me and I have tried a few times over the past week..


    Does anyone know how to fix it?

    I've tried using different credit cards, browsers, even made a new Adobe ID. I also called Adobe twice and no luck.

    Someone help please!

    Andrea

    Beverley Gray
    Beverley Gray
    Inspiring
    June 16, 2015

    Hi andreasass

    The issue should now be fixed - please try to place a new order.

    Kind regards

    Bev

    andreasass
    andreasass
    Participant
    June 16, 2015

    Hi Bev,

    Thanks so much for getting back to me so quickly. I tried to place a new order as you suggested but I still received the same message:

    Let me know if you have an idea on where to go next from here...

    Thanks again!

    Andrea

    B
    brainstemvideokw
    Participating Frequently
    April 29, 2015

    Hi i have been trying to buy CC 2014 annual subscription.. but no way.. this message is displayed..

    There was a problem processing your order, please contact our Customer Service team for assistance.Middle East & North AfricaBahrain: 80081097Egypt: 08000000447Jordan/Kuwait/Lebanon/Qatar/Yemen: English +44 207 365 0735Jordan/Kuwait/Lebanon/Qatar/Yemen: Arabic/French +44 203 564 4145Oman: 80077173Saudi Arabia: 8008446638Tunisia, Morocco and Algeria: +33 157324642United Arab Emirates: 80004443085Commonthwealth of Independent States (CIS): +44 207 365 0735


    I cant make an international call to Uk with my phone


    Please, it is very important for my job..


    What can i do?

    B
    brainstemvideokw
    Participating Frequently
    April 29, 2015

    Finally i called this UK number.. 10 minutes waiting on the phone but nobody answers..

    I can´t believe this is happening..

    Ani*Adobe
    Community Manager
    Ani*AdobeCommunity Manager
    Community Manager
    April 29, 2015

    Hi there,

    Apologies for the frustrating experience.

    I am looking into your accounts and update you.  Please do not attempt to place a new order until then.

    ^Ani

    jaclynjune
    jaclynjune
    Participant
    March 31, 2015

    I've been having this same problem for the last couple days.

    I tried to purchase the software under the Student/Faculty pricing because I work for a Community College, and got the "We need additional time to process your transaction" message. I've been on chat trying to resolve the issue three times. First they told me there was a problem with my credit card, so I tried a new card and it still didn't work. Three transactions later and I've been charged three $1 fees but no software. So clearly my credit card was fine.

    Since I need the software tomorrow in order to work, I tried going on chat again. And the only response I get is that they're going to 'escalate the case' and I should hear in 2-3 business days. Which won't work, because I need it tomorrow.

    When I ask for a number to call so I can speak to someone directly, I'm told that level "does not have phone support". What the hell. So I call anyway, because I am running out of time and options, and all I get once I click through the phone tree is a busy signal.

    Just ridiculous. It should not be this difficult to buy a product from a company. Especially one as large and 'tech savvy' as Adobe.

    Ani*Adobe
    Community Manager
    Ani*AdobeCommunity Manager
    Community Manager
    April 1, 2015

    Hi there,

    I am looking into the order details, and will keep you posted. Please do not try and place a new order until then.

    1$ transactions help Adobe confirm that the credit card used is valid and not reported as lost or stolen. The transaction isn't charged to your account, and once your credit card company verifies it, Adobe removes the charge.

    ^Ani

    R
    ricardogasa
    Participant
    March 30, 2015

    Hello, I'm trying to buy the CC subscription from México, I've tried several times with different plan options and after receiving the order confirmation email (Menaning i've placed the order but it hasn't really gone trough) nothing happens, i can't even track my order number in the adobe support page, says it doesn't exist. I really need the software. thank you.

    Ani*Adobe
    Community Manager
    Ani*AdobeCommunity Manager
    Community Manager
    March 31, 2015

    Hi there,

    Purchase was denied by PayPal with the error, "PayPal has rejected the transaction."


    Request you to reach out PayPal for further information.


    ^Ani

    T
    TelorTelorGoreng
    Participant
    March 29, 2015

    As I'm trying to subscribe for "Creative Cloud Photography plan", I'm having this problem over and over again.

    Need help.

    Regards,

    James

    Rajashree Bhattacharya
    Rajashree Bhattacharya
    Legend
    March 29, 2015

    Please respond to the personal message that I send.

    Regards

    Rajshree

      T
      TelorTelorGoreng
      Participant
      April 1, 2015

      done

      ministrye92016600
      ministrye92016600
      Participant
      January 27, 2015

      hi i have the issue when i press on confirm membership after that its just like loading i wait 30 minute still same and i try twice in diffrent browser.

      ankushrattan
      ankushrattan
      Participant
      January 27, 2015

      Hi ministrye92016600,

      Please allow us some time to check at our end, we will let you know how to proceed.

      Regards,

      Ankush

      ministrye92016600
      ministrye92016600
      Participant
      January 27, 2015

      ok so i wait till u find something pleas let me know as soon as possible because its very urgent for me

      F
      fullsquish
      Participant
      January 27, 2015

      Similar Subscription and credit card issues -- why can't Adobe renew my recently expired CC subscription? I have work to do -- you know, to get paid so I can pay Adobe for the software. Please help!

      ankushrattan
      ankushrattan
      Participant
      January 27, 2015

      Hi fullsquish,

      We see subscription retrieval notification triggered by the system on your account . Please allow us some time for the next update.

      Regards,

      Ankush

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