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C
CrisTDesign
Inspiring
March 27, 2023
Answered

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

  • March 27, 2023
  • 2 replies
  • 1310 views

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.

 

 

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

 

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

Thanks to everyone.

    Correct answer Jeffrey_A_Wright

    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


    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.

    2 replies

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    March 27, 2023

    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-community/td-p/12919684/redirect_from_archived_page/true

      C
      CrisTDesignAuthor
      Inspiring
      March 27, 2023

      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

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      March 27, 2023

      @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.

        C
        CrisTDesignAuthor
        Inspiring
        March 27, 2023

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

         

        R
        Community Manager
        Rashmi27002770wxveCommunity Manager
        Community Manager
        March 27, 2023

        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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