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patrickw88258346
Participant
April 16, 2019
Question

Failed Order but Credit Card still got charged

  • April 16, 2019
  • 2 replies
  • 449 views

Hello, I hope I can get some help here.

A week ago I tried to subscribe to Adobe Indesign for a month. However, I think there was a problem because even though my Account is German, I am currently traveling in Vietnam and tried to order it from here. I tried to order two times. One time via PayPal, one time via Credit Card. Both attempts failed and after the second try I got an email which stated that my order couldn't get processed but that my credit card wouldn't be charged. However, looking into my PayPal account and the one of my credit card, I noticed that I got charged both times (PayPal says the payment is pending but I can't cancel it). After one week I still haven't received a refund.

The costumer support chat wasn't able to help me either.

With the email I received an order number if that is needed to solve the problem. The payment in PayPal shows me an Item Number, as well as an Order ID.

The order number of the order via Credit Card is: [Personal data removed]

Order ID of the order done via PayPal is:[Personal info removed]

Best regards

Patrick

[personal information removed for your protection - https://forums.adobe.com/docs/DOC-3731]

[This is a public forum, not Adobe support, please do not post personal information]

This topic has been closed for replies.

2 replies

T
therese0425
Participant
June 4, 2019

Did you manage to sort this? I am having the exact same problem and have spoken to 4 different people who gave me the wrong information or redirected me to someone else. I am also trying to do a monthly subscription for one app only.

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
June 4, 2019

Contact Customer Care

ABAMBO | Hard- and Software Engineer | Photographer
John T Smith
Community Expert
John T SmithCommunity Expert
Community Expert
April 16, 2019

This is a public forum, not the link to Adobe support

-other users here can't help with that specific problem

-please click the link below to contact Adobe staff to help

Be sure to remain signed in with your Adobe ID before accessing the link below

-you must also allow 'cookies' in your web browser for this to work

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

P
patrickw88258346Author
Participant
April 16, 2019

I already tried to contact the support in the chat which couldn't help me either and there is no support email as far as I know. I am now hoping that a member of support might see this post. This is actually what the chat partner, after redirecting me a couple of times, suggested to do.

Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
April 16, 2019

Try Adobe Customer Service again.  You will hopefully get a different support agent who will actually be able to help you.

If you still have problems, post back here.

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