Participant

Answered

Can't update credit card info

Forum|Forum|12 years ago
November 16, 2013
20 replies
31992 views

Hi Adobe,

My card has expired and you couldn't take payment for the service. I updated my details with a new card, but once again payment didn't go through.

I have checked and "Payment info" shows correct details, but once i click on "Edit payment info" it shows my expired card.

You clearly have a bug in your billing system. Please let me know what should i do to pay.

Kind Regards,

Pawel

This topic has been closed for replies.

Correct answer Beverley Gray

Hi Pawel

Payment details have been updated successfully and the payment has processed.

Kind regards

Bev

Show previous replies

F

fahmy

Participant

I have the same problem with my account on Adobe CC Teacher package. I tried out all Adobe pages on my account in vain.

S

spsb84

Inspiring

Hello fahmy,

Apologies for the delay in responding.

Can you please certify whether, you are trying to update the credit card by following the enclosed steps listed as per article:

https://helpx.adobe.com/x-productkb/policy-pricing/membership-subscription-troubleshooting -creative-cloud.html#creditcard

Section: Help changing the credit card on your account

If so! can you please share the error message that you are getting while following the process listed in the article?

Thanks

D

dees55242280

Participant

There is no link to "Payment Details" on any page that I can find. I did go through the "Manage Account" steps, but I cannot find any link to "Payment Details" anywhere. The https://helpx.adobe.com/x-productkb/policy-pricing/membership-subscription-troubleshooting -creative-cloud.html#creditcard‌ instructions are of no use if I cannot find that "Payment Details" link. There cannot be an error message if I cannot click on an appropriate link.

I have had a Creative Cloud subscription for years and before that I purchased several versions of Photoshop. This problem has come up before...again and again. When do y'all intend to fix it?!

A

Abdalla_Kroosh

Participant

Hi Adobe,

I purchesed the Photoshop CS6 and am trying to upgrade to Cloud, i tried to make the purchase many time but each time my transaction id failed, i know my credit is valid and i did so many purchases with it.

When i created my Adobe account i was in Egypt, but now am in UAE and i cant change my location information in my account, and am not sure if this is the reason for my trouble.

Can you look into it please.

Regards,

Abdalla Kroosh

arewenotmen

Known Participant

Yep - just to add that I've got the same problem. Tried numerous times over the past few months to change my credit card details and it has not worked once.

Please sort this out, Adobe - you're going to lose customers.

S

spsb84

Inspiring

Hello All,

Apologies for the delay.

Please go through "Payment and Credit Card" section of enclosed article and if you still face any issue, please contact us via chat channel, clicking the Chat button at the end of this article:

http://helpx.adobe.com/x-productkb/policy-pricing/membership-subscription-troubleshooting-creative-cloud.html#creditcard.

Reference:

Thanks.

I

inkynibs

Participant

Aaaagh! Me to.

I'm thinking that Adobe payment system appears to have an issue which in my case seems to revolve around being unable to save edited credit card info and therefore not being able to auto debit for the subscription.

This is despite a call back in which I was given a now expired 5 day extension and the credit card was successfully manually run for the one dollar hold on the 28th. I was to get a call back to check the subscription debited correctly for the monthly sub after the 5 day extension but I didn't get the call back nor did the sub auto renew on the 2nd. Card company says no request made for debit. No call back. Chat just hung up on me again, as soon as i got hooked up.

Talk to me Adobe.

Beverley Gray

Inspiring

Hi inkynibs

I've retriggered the payment attempt and will let you know when it's processed.

Sorry for the frustration caused.

Kind regards

Bev

D

Daniel_Rizea

Participant

Hi there!

I have the same problem. (I couldn't update my new credit card and my account became inactive).

Beverley, can you help me?

Thank you!

Daniel.

S

StoryChief

Inspiring

Hello

Same issue here. Got the new credit card, updated my billing info, but can't get billed. It says, next payment will be on 12 november 2013...

Please fix this, got 10 days or so left before the trials runs out.

Grts

Valeri

Beverley Gray

Inspiring

Hi Valeri

I'll get this fixed and will update you when done.

Thanks

Bev

M

Mister Nihgo

Participant

I thought I was the only one with the problem, but I have a whole month trying to pay. I just have today to update my payment information, and the system is not letting me. What are we going to do? I hoped to be a problem with my computer and OS, but as many I tried with other computers and different OS and browsers and nothing. I don't want to lose my suscription, so I beg you to fix this as soon as possible. Thanks a lot.

Beverley GrayCorrect answer

Inspiring

Hi Pawel

Payment details have been updated successfully and the payment has processed.

Kind regards

Bev

G

Gadz777

Participant

Hi Beverly.

I am having the same issue as described here. Will you be able to get mine updated correctly too. I've been trying for a few days now with no luck and the chat guys say that they can't do anythine about it and I have to hand over me Credit card details over the phone.. Which I cannot do due to security issues.

The product keeps warning that I have only a few days left.

Regards

D

Beverley Gray

Inspiring

Hi Gadz777

Will look into this and let you know when resolved.

Thanks

Bev

Beverley Gray

Inspiring

Hi Pawel

We'll look into your issue & let you know what needs to be done to resolve it.

Thanks

Bev

S

SIEP86

Participant

Hi Beverley Gray,

I got the same problem and today i recieved a email with:

Action required: your payment for Adobe ® Creative Cloud ™ for teams is overdue

How can we solve this?

Greets Nick

S

SuperColin

Participating Frequently

This was my first notice of the problem aswell. Keep your eyes on this thread, Nick, i think there will be alot more people out there looking for a solution to the problem.

Cheers, Colin

J

johdoo

Participating Frequently

Hi,

It seems Adobe are finding it hard to admit that this problem exists! It all went bad early in November and has affected an unknown number of customers. However, getting through to 'chat' is extremely time-consuming so I guess they are dealing with plenty of questions at the moment!

Please add your voice to this dicussion here

http://forums.adobe.com/thread/1337561

to encourage Adobe to be more open about the issues here.

Thanks,

John

S

serichards

Participant

Credit card payment information has been compromised. You don't want to put a new card in their systems anyway.

I think we need to make adobe accept paypal subs or world pay or alternative payment methods as they cannot be trusted with our payment information.

V

vinceverbruggen

Participant

I have a similar problem.

I updated my credit card information as soon as I received my new credit card after it got blocked when my credit card information got hacked at Adobe.

In my account overview I saw that the new credit card information was stored.

Until this morning I still got the membership alert when opening an Adobe program, so I updated my credit card information again.

When editing my credit card information I could see that the last four digits of my new credit card were shown, so my credit card information was up to date.

Now I'm already chatting over an hour and a half with support to resolve the issue, but it seems to be a difficult one.

I'm not really happy about the fact that many companies want to store credit card information, that's something to leave to banks and payment gateways or processors imho...

I don't trust Adobe or any other company with my credit card information, but we rely on their software and services so we don't really have a choice.

V

vinceverbruggen

Participant

Hi Beverly,

I checked my account again to see if there was any progress on the issue.

I saw that my membership was inactive and was cancelled on October 21th.

Yesterday my membership was still active, but because of the issues with the processing of the payment I missed two payments and so my membership got cancelled in the past 12 hours.

Timeline:

2013/10/08 - In the beginning of October my credit card was blocked by Atos because the Adobe hacking incident

--

2013/10/20 - I missed a payment because I did not receive a new credit card yet

--

2013/10/23 - I received a new credit card and updated my credit card information

After updating my credit card information I did not see any activity in the transaction overview on my Adobe account, so I turned to the Adobe help pages.

I came across this page: http://helpx.adobe.com/creative-cloud/kb/renew-extend-restart-ccm.html and read the following under the section Update Payment Information:

If your payment information is updated on Creative Cloud, you don't need to do anything. Your membership will renew automatically.

Thinking I will be billed automatically on November 20th for two months, I did not take any further actions

--

2013/11/18 - When starting Adobe software I still received a message saying I had only 3 days left to use the software, so I updated my credit card information again, thinking something went wrong.

Before changing my credit card information I checked the last 4 digits shown on the account, and they matched to my new credit card.

I updated my credit card information again, but nothing happend. So I gave it another day.

--

2013/11/19 - When starting Adobe software the message suddenly says I have 0 days left... So I checked my membership, thinking my membership may have expired, but it was still active.

I updated my credit card information again, again, nothing happened.

I contacted support by chat, they told me to update my credit card information using Internet Explorer.

He saw that my credit card information had been updated several times, but there was a 'payment error'.

My credit card was not over its limit, not even close, and my credit card information was correct.

Support could not help me and he said he'd send my issue to a different department and that I should receive a phonecall within 24 hours.

--

2013/11/20 - I opened up Photoshop, this time I did not get the message saying I had only # number of days left, so I was curious if the issue was resolved and checked my account.

My account got cancelled overnight, because it could not automatically be renewed, most likely because I missed two payments with all the credit card issues.

Since I need to use the software today, I renewed my membership.

Now I'm paying 61.49 EUR incl. VAT/month (according to the info shown on my account), and I was paying 47.99 EUR incl. VAT/month...

Edit: I just received a confirmation email of my payment to Adobe, saying I was billed for 49.99 EUR / month...

This is very confusing...

It does not seem fair to me that I (maybe) have to pay 28% more a month than before when:

a) my membership should have been renewed automatically and probably wouln't have changed anything to the amount

b) I have to spend time on issues (the inconvenience of a blocked credit card, problems with updating credit card information, a canceled membership) not caused by myself, but by the hacking incident and Adobe

I hope my timeline helps in solving this issue.

I renewed my membership earlier today because it got cancelled.

I received a confirmation email from Adobe over an hour ago that my credit card was billed.

I open up Photoshop and...

Please check your billing information...
00 days remaining
We've discovered an issue with your last payment for Creative Cloud. Please go online to manage your account and verify your billing information.
Creative Cloud will stop working if the issue is not addressed within the time period displayed.

None of the Adobe programs work now...

Now I'm not able to do my job properly and cannot fulfill the commitments I made.

Please, resolve these issues...

G

gielvers

Participant

Hello Pawel,

I'm experiencing the same issue as you are ...

I've tried changing my credit card number on Chrome, FireFox, Internet explorer and Safari.

On top of that, i've even tried on two different operating systems: OSX and Windows 8.

None of the help topics on the website of Adobe has been helpfull yet.

I've also tried the help chat, but none of them seen to be able to help me so far.

I even received a couple of mails in which Adobe states they "are sorry to see me go" becaus they can't bill the payment.

I'm getting pretty frustrated about this.

Kind regards,

Giel-Jan.

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