Card Charged but no access to Lightroom or Photoshop

Question

Hi all,

I recently tried to purchase an adobe photography package for my account, and I used all the correct card details when I went to pruchase the package, but I was given a notice that said my card details were incorrect (but there were all correct). I proceeded to back out of the transaction, but upon looking at my card history, I had been charged $171.49 for the yearly subscription.

I have chatted with several online agents but all keep saying it should show up in a couple hours and I have to wait for the payment to be proccessed, but I've now been waiting for 2 whole days and I still don't an invoice, or access to photoshop or lightroom.

An agent found that my payment had been processed in the system, and I have a legitimate order number, but thats as far as I've gotten.

Any help? Thanks

kglad · Accepted Answer

you can check your account, https://account.adobe.com using the same adobe id you used to contact adobe support when they confirmed your order was seen on their end.

it should show your subscription. if not, recontact support and cancel the subscription AND have them start another one for you.

if your account does show your subscription, and your cc desktop app does not show your subscription (ie, it offers the plan apps as trials, not installs):

start here - https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

if that fails, proceed to these steps - https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

below are solutions some users reported:

if those all fail, change your cc language. eg, try international english - https://helpx.adobe.com/creative-cloud/kb/creative-cloud-trial-mode.html

if that fails, change the install location