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hiljal50158603
Participant
March 12, 2019
Answered

Updating my billing information doesn't go through

  • March 12, 2019
  • 1 reply
  • 761 views

So, back in December 2017 when I started working, my boss was nice and got me Illustrator, since I requested it to get my job done. I'm basically in charge of the account, because I'm the only one using the product, he just pays for it.

Last autumn, the card that was used to pay for it was removed from the company use, and at the end of the year, Adobe started sending me emails, saying they couldn't renew the yearly subscription to Illustrator because of a billing error. I went and updated the billing information on the account to a new card.

Adobe kept sending these emails, and at one point, I wasn't able to use Illustrator anymore. If I go to check the billing information on my account, it shows the information of the new card on it, obviously, since I had updated the information.

I contacted through the help chat to Adobe and they got me a new subscription to Illustrator, and I thought everything was fine. But opening the Illustrator, the "billing error" message popped up anyway. Contacted again, they asked for the last 4 digits of the (new) card, and informed me that things should be alright in a few hours, and I considered the case solved.

I was wrong. Still, every time opening Illustrator, I get the message. I go to my account and the billing information shows correct to me, and even if I write it all again and save it and it shows the green text telling the update has been successful, I still get the pop up when I open Illustrator.

Today, I get an email from Adobe, saying they can't charge me, for a card that ends in 'xxxx' digits, and those were the old card's digits! So apparently me updating the billing information, and even contacting them, didn't actually solve anything, because the information on their end is till outdated.

Even though the pop up window that I get when I open Illustrator, says that I can 'use Illustrator until December of this year', I am afraid the emails keep coming, and eventually they will just cut my rights to Illustrator once again.

I don't work full-time, and since it is my boss's card, I don't have access to it whenever. So solving this problem is not so easy on my side either. Also my boss does not have the time, language or understanding to solve these kind of problems. I don't feel like making a new Adobe account for the company, just to get a new subscription and correct billing information for using Illustrator, I mean that's just stupid and a hassle. This shouldn't be this hard a problem to solve!

This topic has been closed for replies.
Correct answer AxelMatt

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

1 reply

AxelMatt
Community Expert
AxelMattCommunity ExpertCorrect answer
Community Expert
March 12, 2019

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

My System: Intel i7-8700K - 64GB RAM - NVidia Geforce RTX 3060 - Windows 11 Pro 25H2 -- LR-Classic 15 - Photoshop 27 - Nik Collection 8 - PureRAW 5 - Topaz Photo
Participant
August 28, 2023

 is this a legitimate cite where I can update my account! I did this twice and I am receiving an error that this is the fourth attempt to update my account!

kglad
Community Expert
Community Expert
August 28, 2023

@Jose B319197735qxu 

 

if you have a subscription from adobe.com (and not a mobile store), check https://account.adobe.com

 

or The country associated with your adobe id must match the store you purchase from and must match the payment address. otherwise, change what's necessary:

 

 

 

change country associated with adobe id - https://helpx.adobe.com/x-productkb/policy-pricing/change-country-associated-with-adobe-id.html

 

 

 

change credit card and/or billing address, https://helpx.adobe.com/manage-account/using/update-billing-information.html

 

 

 

change currency - https://forums.adobe.com/thread/1999694

 

 

 

change store - http://www.adobe.com/store_selector/storeselector.html

 

 

 

change adobe.com website language - https://forums.adobe.com/thread/1999693