Adobe Store doesn't work, can't update my payment info!

[delfinapestana]

Hi there, all links for Adobe Store lead to a 404 page. I need to update my credit card info and can't get around to do that on my own.

Can anybody help me out? Can't seem to reach a person to help me, only chatbots that can't give me an answer.

[kglad · Accepted solution]

use a different browser or clear your adobe.com cookies.

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 to make your purchase:

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

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in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.

<"moved from using the community">

[delfinapestana]

Hey thanks for the help!
This is what I get when I try to go into Adobe Store for my country (https://www.adobe.com/go/dr_account_ar).

I tried in other computers even, not working. Last time I think I fixed it chatting or on the phone with an actual person.

[Peru Bob]

Can't seem to reach a person to help me, only chatbots that can't give me an answer.

By @delfinapestana

Please go to Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies on your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

or Twitter:
https://twitter.com/AdobeCare

[Jeffrey_A_Wright · Accepted solution]

Delfina, I am sorry you continue to encounter problems contacting us. If you have already tried the advice offered by Peru Bob and Kglad, then use a different device to update your active support case ADB-30248438-Y2P7 by following the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

The support case was created, but it appears the connection was dropped. You can update the active support case to request a callback.

You may also want to follow the steps listed in https://helpx.adobe.com/manage-account/using/update-billing-information.html on a different device, Delfina. 

The same thing causing you to receive 404 errors could be blocking you from maintaining a stable connection with our support team at https://helpx.adobe.com/contact.html?rghtup=autoOpen  Using a different smartphone, tablet or computer might allow you to update the payment information yourself, Delfina.

[marcelog42382969]

Increible! Posteé la solución, pero Adobe me borró el post! 
No solo te niegan el soporte técnico, sino que no dejan ayudar a la comunidad! Terrible!
Como explicaba antes, desde Adobe NO ME DIERON SOLUCION. Pero por suerte pude encontrar el acceso para hacerlo.

Vamos de nuevo: Para poder actualizar los datos de pago con Digital River (el procesador de suscripción que utilizaba Adobe en latinoamérica hasta el año pasado) busquen en google lo siguiente "account mycommerce FindMyOrder/GetInfo". Los va a llevar a la página de Digital River para buscar su orden de pago.
Ahí ingresan su email y los cuatro ultimos digitos de la factura con la que hicieron el pago a Adobe.

Ahí los va a llevar a una página de la suscripción (que parece del siglo pasado) desde donde podrán manejar la suscripción con Digital River y actualizar el metodo de pago SIN TENER QUE cancelar el plan! (así mantienen el precio!)

Espero que Adobe no borre éste mensaje

[kglad]

if the previous post fails to help, are you using a vpn?

[marcelog42382969]

It's not a VPN issue here. It was confirmed by Adobe that they no longer work with Digital River, so they actively removed the link (now it returns 404 error)

The funny thinkg is that Digital River STILL works with Adobe, at least if you have a subscription through them for the last couple of years.

Digital river is keeping up with the contract you have through them with Adobe.

Adobe is in fault here, because they are not respecting the rights of their customers, denying them the access to keep updating the payment method for an subscription. 

The bottom line is Adobe want you to cancel a cheaper subscription plan (even though you are entitled to keep it as long as you wish to continue paying for it) so you move on to purchasing directly from Adobe at a much higher price.

[kglad]

@marcelog42382969 

thanks for that info.

[jorgetoselli]

Exactly same issue here. It's completely annoying and we should be given with a quick and clear solution ASAP.

[kglad · Accepted solution]

@jorgetoselli 

use a mobile's browser.  if you see a 404 error, what's the link?