Can't renew subscription due to my Card not being acepted

[Luis Soares]

Good afternoon,

I'm here asking for help since i cant use any cards to renew my subscription

Recently, I had to delete the card that was paying for the subscription.

Whenever I try to insert the data, none of them work: be it VISA, Mastercard...

Can anyone help me?

Should i make a new account with a different card?

I'll be waiting for a asnwer.

Thank you,

Luis

[kglad]

you have to fix payment problems before you can cancel, https://helpx.adobe.com/manage-account/kb/fix-failed-missed-payment.html

then make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

and for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

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.

if you're unable to follow the steps described, check your account (https://account.adobe.com) for a payment problem. all payment problems must be resolved before cancellation is enabled, https://helpx.adobe.com/manage-account/kb/fix-failed-missed-payment.html

[Luis Soares]

Right.
The thing is: i had to cancel my credit card and i totoally forgot that i was paying the subscription with said card.
Now, everytime i try to insert a new one to pay the last fee, it doenst let me. Keeps saying that there's an error and that i cant proceed.

What can i do to fix this? I have until December 2nd to pay the last month and it wont accept any other card.

Thank you

[Shivangi_Gupta]

Hi @ Luis Soares,

I reviewed your account info and found that there are pending dues on the Adobe account associated with this email address. Perhaps, this is the reason you are not able to proceed.

You can refer to this article to fix the payment issues: https://adobe.ly/3JTwI6j

Let us know if you have any questions.

^Shivangi

[Luis Soares]

Hello Shivangi,

Thank you so mcuh for you quick reply.
So, what can i do to pay the pending fees? I'm trying to insert different cards and none work.

Any help would be apreciated.

Thank you
Luis

[Shivangi_Gupta]

I see! Which bank's card have you tried? What error do you get?

Have you tried making the payment though a different device?

^Shivangi

[Luis Soares]

I've tried VISA, MasterCard....
I get this notification:
"A Trnasaction can fail trough many motives. Try again and make sure that your billing info is correct. If the problem persists, it might be necessary to try another method or contactin your bank"

Another thing: we've tried PayPal, but it takes too long to load a new page... 

It gets stuck in a loading circle and nothing pops up.

Could you help?

Luis

[Luis Soares]

Forgot to asnwer: I'm trying on my own laptop!

Should i change to a phone?

Luis

[kglad]

in particular, try using a mobile phone's updated non-opera browser with wifi disabled.

[Shivangi_Gupta]

Yes, please try a different computer or a mobile phone. Sometimes, the settings on the device like (firewall or any antivirus enabled) could be affecting the website accessing the payment.

Let us know if changing the device helps.

We'll stand by!

^Shivangi

[Luis Soares]

Hello.
So i've tried on my own phone and this time i tried using paypal, but sadly it didnt work. It had the same notification.

What else can i try? Should I create a new account?

I'll await a response.

Thank you

Luis

[kglad]

@Shivangi_Gupta 

[Jeffrey_A_Wright · Accepted solution]

Thanks for the update, Luis. I appreciate that you have tried multiple methods to settle your debt to Adobe. Please click on https://adobe.ly/4iaQ83h to speak with a member of our team who can help you with placing your order. ^JW

[Luis Soares]

Hey Jeffrey,

I have tried the virtual assistance before and it sadly didnt help
That's why I came here, hoping that someone would help me.
I'm here, wondering how to insert any card without have the website giving me the notification that the transaction didnt work.
I'll explain once more: last month, thing happened and i had to delete the card that i was using to pay this subscription. Completely unware that i forgot to renew the subscription before deleting the previous card.
Now, i have tried another VISA, another Mastercard, even Paypall (in a different device) and none worked: it says that the transaction didnt work, to try again. Otherwise to tlk to my bank.

I have until December 2nd to fix this, otherwise the account will be suspensed.
Is there anything else i can try?

I'll be here waiting for a response.

Thank you

Luis

[kglad]

@ Luis Soares 

you can bypass the bot.

[Luis Soares]

@kglad could you specify please?

Luis

[kglad · Accepted solution]

type agent in the chat box