Billing inquiry Question

[zach3647543510di]

Hi All-  

We are a Managed IT Provider and over the years we have setup and configured Adobe accounts on our client's behalf.  A majority of these accounts are tied to one of our company credit cards.  This setup is complicated and requires good documentation, but is a value add to our clients so we continue to do it.  

I'm running into a problem however:  back in June we started seeing a charge for Illustrator standalone creative cloud that I can't reconcile.  I have the bill date, the card that is being changed, and the creditcard transaction # to go on.  I need help figuring out which Adobe client or adobe order number that it is tied to.

[Jeffrey_A_Wright]

Zach, thanks for posting your question to this public discussion forum. You can use the information in https://adobe.ly/3WX5AWR to identify the account with the active Adobe subscription. Please see https://adobe.ly/47JdZU9 for more information about adding people to existing Team and Enterprise subscriptions. ^JW

[zach3647543510di]

Hi-  thank you.  because I don't know from which of my 30 client accounts this charge originated, this query form doesn't find anything related to the charge.  What are my other options for finding this?

[kglad]

@zach3647543510di 

are you an admin of a teams or enterprise subscription?

[Jeffrey_A_Wright]

Zach, your post stated that you know the card number that is being charged. The information at https://adobe.ly/4i2fvnQ will allow you to locate the charge if you have the payment details. New charges will not appear immediately, so if the charge occurred recently, you may need to check back on Monday or Tuesday to see if the account is then listed.  ^JW

[zach3647543510di]

I think the issue is, it could be under any of 30 different Adobe IDs, it looks like this query form only takes into account the currently logged in Adobe ID? If that is the case, I'll go through my 30 accounts and try this same inquiry form.  slow, but I should be able to find it.... Thank you for your help!

[Jeffrey_A_Wright]

No, Zach, the form asks you to enter your payment information, and then it will list part of the information for the account responsible for the charge. If you are using a device that is managed by your organization, then you may be blocked from interacting with https://adobe.ly/49lfd9i or reaching us. This could be why you are currently posting in a public discussion forum, Zach.

If you have used a different device, and no charges are listed at https://adobe.ly/49lfd9i on Monday, then click on https://adobe.ly/4qYqy5q to speak with a member of our team who can help you further. We have access to the same information that is available at https://adobe.ly/49lfd9i, so if the charges are recent then contacting us today won't help, Zach. ^JW

[zach3647543510di]

While this exchange wasn't helpful in my case, Vikram from billing support and I were able to determine that two of our recurring charges were, in fact fraudulent.  

[kglad]

@zach3647543510di 

make sure you notify your credit card company.