cannot checkout free trial

[Dean30278186tpxb]

Can you guys help me?

I'm From Indonesia. I was trying to enter payment for Adobe Photoshop at checkout, but after clicking "Start Free Trial," there's a message like this:

"A transaction can fail for a variety of reasons. Double-check and make sure your payment information is entered correctly. If this issue persists, you may need to use a different payment method or contact your bank."

The card number, expiration date (mm/yy), and CVV are not wrong. I have used them at many places, but there seem to be problems with this particular checkout.

[John T Smith · Accepted solution]

This space is provided by Adobe, but this is not Adobe support
Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that Adobe's staffing is impacted by the Covid virus, so wait times are long
.
You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
You MUST also allow 'cookies' in your web browser for the link to work
.
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
or
Twitter tweet @AdobeCare
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

[kglad]

search for the currently active thread about indonesian bank problems 

[vasthorizon]

Hi Bro sama saya juga alami hal yang sama. Entah kenapa. Apa ini sudah berhasil?

[kglad]

check https://community.adobe.com/t5/account-payment-plan-discussions/bank-bca-indonesia/m-p/13602077

[Henry330938513s0l]

I have the same issue as this topic. The link you mention did not solve the problem because I'd already tried using the same bank mention in the topic also fail. Tried other 2~3 banks with the same result. Chat with Customer Service only to be transferred to other 5~8 people with no luck. In the end they only blame it's the bank's fault. Contacted the bank 3 times to checked if there's problems with my card but no problem at all. In fact, the bank stated that there was double transaction from adobe with 0 as value and it's not rejected by the bank.
Wasted almost 4~5 hours chatting to CS without solving the issue. 

[kglad]

@Henry330938513s0l 

are you in or trying to use a bank in indonesia?

[Henry330938513s0l]

I'm in Indonesia (citizen), and of course using Indonesian Bank. Already tried 2 cc from 2 different banks with no success. I'd already chat CS again today (just now), and they said they will investigate this and inform me by email. They give me the case number id to track the issue.

[kglad]

check that thread for the specific solution given, i think, by ario p.

[Henry330938513s0l]

@kglad  The link you mention above, afaik he uses debit (Visa/Master) card as payment for subs and yes it worked. I tried using the same debit from the same bank as in the topic, debit from different bank & also tried cc, all failed. Also the CS mention to me that they don't accept debit Visa/Master as payment for my country but infact there is such case (just like in that topic you mention). Weird huh?

[kglad]

i surely do not understand.

[Henry330938513s0l]

One other thing, whenever I try to verify payment and fail, the postal address in the 'offers & insights' is gone. I have to reinput the address again and again. Don't know if this is a bug or normal procedure. Afaik, this is the address that's use to verify payment. 

[John T Smith]

Providing all the information I have, because you really need Adobe to fix this problem
Make sure that EVERY DETAIL is the same in every place you enter your information
-right down to how you spell and punctuate the parts of your name and address
Change/Verify Account https://community.adobe.com/t5/Get-Started/changing-account-without-re-install-the-suite/td-p/605192...
-Credit card https://helpx.adobe.com/x-productkb/policy-pricing/membership-subscription-troubleshooting-creative-...
-email address https://community.adobe.com/t5/Get-Started/Wrong-Email-address-to-log-into-Creative-Cloud-Desktop-Ho...
-http://helpx.adobe.com/x-productkb/global/didn-t-receive-expected-email.html
-http://helpx.adobe.com/x-productkb/policy-pricing/change-country-associated-with-adobe-id.html
-change currency https://community.adobe.com/t5/Get-Started/Countries-and-Languages-FAQ-Why-is-my-purchase-showing-th...
-change store http://www.adobe.com/store_selector/storeselector.html

[Henry330938513s0l]

@John T Smith Thank you for your information. I make sure all the details are the same and double checked each one. As for region, I always pick my region (Indonesia) whenever I try to buy something. (the region warning screen pop up).
From the link mentioned by kglad, there's also Indonesian user, Sandi32824616oage who experiencing payment issue (posted reply on 10 October 2023). I already asked him in that post but no reply from him yet.

[Jeffrey_A_Wright]

Henry, I am sorry you have encountered problems purchasing Adobe products and services. Please bookmark and use the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to review and make any needed updates to your active support case ADB-31543741-R2P4.  We appreciate your patience as your current case is being reviewed.

For future viewers of this discussion, John T. Smith is correct; you need to click on ttps://helpx.adobe.com/contact.html?rghtup=autoOpen to contact us directly if you cannot complete your payment. Please also try the other suggestions offered in this discussion because out-of-date or misconfigured security software or browsers can lead to payment failure regardless of which country you are located in.

The chat window may fail to open, as it could be blocked for the same cause as the payment failure, so use a different device if clicking on ttps://helpx.adobe.com/contact.html?rghtup=autoOpen fails to open a new chat window.

[Cabina_4444]

Sorry, Mr. Henry, have you found a solution to the problem now? because I also experienced something similar, even at almost every bank I created an account in my personal name, when I tried it still didn't work. I am an Indonesian woman and a student.

If you need a meeting to find a joint solution/discussion like this, I am ready to meet you to learn Adobe with you.

Best Regards,
Cabina

[Cabina_4444]

Halo kak aku cabina, aku juga terkendala seperti kak Henry apakah kaka vasthorizon sudah menemukan tips, trik & solusi sampai saat ini? Boleh bantu share disini atau tidak melalui DM di akun saya ini kak

Thankyou

[kglad]

@Cabina_4444 

see https://community.adobe.com/t5/account-payment-plan-discussions/bank-bca-indonesia/td-p/13088467

[Cabina_4444]

I didn't find a solution, can you give me a conclusion about the problem that happened to me?

[kglad]

what problem happened to you?

[Cabina_4444]

I have difficulty paying @Henry330938513s0l case

[Cabina_4444]

@Mr.Teerakan Daungjai halo Mr do you understand what i'm going through?

[kglad]

@Cabina_4444 

@Mr.Teerakan Daungjai was a spammer who's been removed.

for indonesian problems, https://community.adobe.com/t5/account-payment-plan-discussions/bank-bca-indonesia/td-p/13088467

use a different payment method, or contact adobe support.  there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, 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 after posting that you want to "purchase a subscription"
be patient, it can take quite a while to reach a human.

twitter/x:
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.

[kglad]

actually, i see you've already posted to that thread several times.

[Cabina_4444]

I commented in the next thread because I felt like I hadn't found a solution, sir, so I kept commenting.

If everyone reads my comments, I feel afraid of fraud. I am ready to show my personal data directly and please meet with me in Indonesia, specifically the Jakarta and Bekasi areas.

Best Regards,
Cabina