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A problem occurred with the payment details. Please update the payment details.

Explorer ,
Mar 27, 2023 Mar 27, 2023

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Hi there, as usual, on the 25th of this month Adobe should have charged me for the monthly fee, but i noticed that no payment as been done. This morning, when i reached my office i noticed that Adobe Creative Cloud says

A problem occurred with the payment details. Please update the payment details.

I've tried to update the card with the same one (the card is not expired or anything related), but it keeps saying that there's an a Billing problem.

 

InkedImmagine 2023-03-27 0911291.jpg

 

Could be this issue related to the maintenance on Adobe side?

 

Screenshot 2023-03-27 at 09-34-06 Adobe System Status.png

Never had any issue before, even when bigger problem were running on Adobe side.

Thanks to everyone.

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correct answers 2 Correct answers

Explorer , Mar 27, 2023 Mar 27, 2023

Hi kglad, i know that you don't have access of course. Anyway i've already spoke with them and they had confirm that the payment issue is due to the technical problems that they have in these hours as reported to https://status.adobe.com/.

So any other issue for anyone else, could be linked to those problems
Kind regards
Cris

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Adobe Employee , Mar 27, 2023 Mar 27, 2023

CrisTDesign and Kglad, thank you both for your patience. We have been experiencing a slight issue with one of our data centers which have been affecting access to different Adobe services and software. Please continue to watch https://status.adobe.com/cloud/cloud_services for updates regarding affected services and products.

 

CrisTDesign, you may be able to use the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update your recent support case

...

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Explorer ,
Mar 27, 2023 Mar 27, 2023

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Since my post, another issue pop up under Adobe side for EMEA

 

Screenshot 2023-03-27 at 09-49-31 Adobe System Status.png

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Adobe Employee ,
Mar 27, 2023 Mar 27, 2023

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Hi there,

 

We appreciate you writing in.

 

Firstly, I’d like to sincerely apologize for the inconvenience you had to go through.

 

We have checked your account and we see that you have an active Creative Cloud All apps subscription under the email address associated with the community which has a billing issue.

 

Since, this is a community forum, we are happy to share the link that can help you to connect with the Adobe Customer support via chat.

https://helpx.adobe.com/contact.html?rghtup=autoOpen

 

If you are not able to get to the chat window, then disable your adblockers, firewall, enable cookies/scripts on your browser. If it still fails then change your browser/machine/network.

 

Please do not share any personal/confidential information like email ID, bank details, etc here. This is a public forum.

 

Hope the information was helpful to you. Please let me know if you have any further questions.

 

Sincerely,

Rashmi Swain

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Community Expert ,
Mar 27, 2023 Mar 27, 2023

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in addition to chat per @Rashmi27002770wxve, there are 2 other ways to contact adobe; phone and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

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

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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Explorer ,
Mar 27, 2023 Mar 27, 2023

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Thanks for your help to both of you, of course i knew that this is not a Adobe Direct Support, my only question was intended to know if anyone knew if my issue could be correlated to the problems that Adobe have in these hours.

I will try to contact them directly anyway,
thanks again for your help, much appreciated
Kind regards

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Community Expert ,
Mar 27, 2023 Mar 27, 2023

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@CrisTDesign 

 

i don't have access to your account so cannot say why you're having payment problems. adobe support will access your account and determine the problem, the solution and help you implement the solution.

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Explorer ,
Mar 27, 2023 Mar 27, 2023

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Hi kglad, i know that you don't have access of course. Anyway i've already spoke with them and they had confirm that the payment issue is due to the technical problems that they have in these hours as reported to https://status.adobe.com/.

So any other issue for anyone else, could be linked to those problems
Kind regards
Cris

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Community Expert ,
Mar 27, 2023 Mar 27, 2023

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@CrisTDesign 

 

thank you for that update. (i wasn't aware the recent adobe-side problem was affecting payment info.)

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Adobe Employee ,
Mar 27, 2023 Mar 27, 2023

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CrisTDesign and Kglad, thank you both for your patience. We have been experiencing a slight issue with one of our data centers which have been affecting access to different Adobe services and software. Please continue to watch https://status.adobe.com/cloud/cloud_services for updates regarding affected services and products.

 

CrisTDesign, you may be able to use the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update your recent support case ADB-28662446-K4K9. If not, then I would encourage you to begin a new chat session tomorrow if you still observe problems with the payment for your account. Progress has already been made in correcting the many errors since you contacted our chat team earlier, CrisTDesign, but you may want to follow up once all the systems are restored.

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