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Annekeyes
Participating Frequently
January 24, 2020
Question

The Adobe Paypal laundromat. Help!

  • January 24, 2020
  • 3 replies
  • 629 views

Hello dear people and designer colleagues. Wanted to share with you my nightmare.

Bought the Creative Cloud All Apps with a per month payment about half a year ago. All went well. Then January came, and my bills stopped being paid. Spent almost two whole days in the helpdesk laundromat, back and forth, back and forth. Adobe says: it's Paypal's problem. Paypal says: it's Adobe's problem. There you have it in a nutshell.

 

Adobe said (this time on the telephone with a very bad connection) that I MUST cancel my account and try with a new one to make it work again. I objected - I still had two weeks left to solve the problem - but to no avail. Then, of course, I couldn't use Adobe anymore and nothing was solved. So the problem got worse. Again: not my fault.

 

The telephone lady also sent me a plan for 84,69 euro per month payment, instead of the regular 69,99 euro per month. 'Don't worry, I can fix this later on', but of course I couldn't agree with that. I asked het if she would trust a stranger on the phone. 'Well you have no other choice' Also she complained my email didn't work. But it did because I received everything she sent me.

 

Anyway. Today Paypal changed something on my account, temporarily, so that it would allow every billing. Tried again, but still the same problem. I trust Paypal: everything works perfectly, they never let me down, and their helpdesk is always friendly, personal and very helpful.

 

Meanwhile the Adobe helpdesk made me repeat 'I don't have a credit card' time and time again. Obviously they don't read what I type. And I don't want to pay with a credit card, because I have Paypal. And I did pay with Paypal until the new year. Also - I got so sick of the whole situation - today my bank turned me down for a credit card.

 

So that's it. I want to pay. Paypal wants to pay. But now I haven't got Adobe anymore. A real disaster, since I have to pay my bills you know! How ironic...

 

Looked up some resellers. The ones that do Adobe mostly don't do Creative Cloud for individuals. And the ones that do either ask twice the Adobe price or look really suspicious.

 

Tips are more than welcome!

This topic has been closed for replies.

3 replies

Nancy OShea
Community Expert
Community Expert
January 24, 2020

Where do you live?  In some regions of the world, banking regulations changed with respect to monthly charges.  You basically have to get an authorization number to allow it.   And I have a feeling that's what you've been  up against. 

 

At any rate, fellow product users can't hep with billing or account problems.  You really do have to work it out with Adobe Customer Care and your bank. 

 

Prepaid Credit / Debit cards

https://www.creditcards.com/prepaid/

 

Nancy O'Shea— Product User & Community Expert
Annekeyes
AnnekeyesAuthor
Participating Frequently
January 25, 2020

Thank you for your reply Nancy.

 

I live in the Netherlands.

-My bank didn't change anything

-My bank is connected with my Paypal account

-Paypal says my account is fully in order to authorize payments 

-All payments were made until January without a problem

- Customer care will not be solving my problem, please read my post: Adobe says: it's Paypal's problem. Paypal says: it's Adobe's problem.

- I bought the license because it said I could pay with Paypal. And so I did for half a year.

So I think it Adobe's problem, and they should solve it.

 

I'm posting this here to get tips from users. I'm sure there are more out there with the same problem.

Nancy OShea
Community Expert
Community Expert
January 25, 2020

It's not what you think or what I think that matters.  Something changed in January.   Whatever it is needs to be addressed by BOTH payer and merchant.  When interacting with PayPal and Adobe, ask to speak with a supervisor.  Note the case numbers and keep copies of chat transcripts.

Nancy O'Shea— Product User & Community Expert
Peru Bob
Community Expert
Community Expert
January 24, 2020

How about getting a prepaid credit card?  Will your bank do that for you?

Annekeyes
AnnekeyesAuthor
Participating Frequently
January 24, 2020

How about reading what I wrote.

Peru Bob
Community Expert
Community Expert
January 24, 2020

I've moved this from the poorly named Community Help forum (which is the forum for issues using the forums) to the Get Started forum so that proper help can be offered.