credit card payment problems

Report · Nov 19, 2013

I've tried contacting Adobe over chat to try and resolve this, but the chat applet just hangs each time I've tried it (tested in Safari and Chrome browsers on a 2013 Macbook pro running Mavericks) I've got a couple of messages from Adobe indicating that they couldn't take payment from my credit card. Same credit card that they've been using for over a year. I spoke to the credit card company, they say there is no problem with the card and that Adobe has not tried to take payment. I got them to check twice, so they are 100% sure that this is the case.

There doesn't seem to be any point in re-entering the credit card details, it's a corporate credit card and nothing has changed.

I can't find a telephone number to speak to Adobe about this and the emails sent to me are from a "noreply" email address.

Help! How do I speak to someone to find out what the problem is and fix it?

Report · Dec 04, 2014

Anybody who takes out a periodic payment agreement on a credit card is taking a risk (IMO) given its apparent inability to manage credit card processing properly!. I will not take out a subscription until Adobe offers the more secure Direct Debit system in the UK.

Report · Jun 09, 2014

Constant complaints give me the impression that Adobe is incompetent in dealing with credit card issues. Given that I am aware that there are security issues generally whenever one places PERIODIC payments on a credit card, I am not prepared to use that method of payment for at Creative Cloud subscription. Yet Adobe refuses to accept the far more secure Direct Debit payment method. One wonders why as it loses the company business.?

Report · Jun 14, 2014

Beware paying an Adobe subscription with a credit card as you are inadvertently setting up a Continuous Payment Authority that allows Adobe to subtract money from your account whenever it wants. Not only are CPAs difficult to cancel (a recent survey shows that bank staff thought they could not cancel them and cancelling/changing your credit card does not help to stop the payments) but also recovering any money innocently or fraudulently taken is a nightmare despite the legislation. The welter of complaints in the community about Adobe's handling of credit card payments does not inspire confidence nor does the way that such complaining threads suddenly disappear from sight!

So- if Adobe wants my custom for Creative Cloud, it will have to allow me to pay via Direct Debit which is far more safe for the consumer.

Report · Aug 11, 2014

I've got that problem again after 6 months. I changed the card details for another one and still no payment. I've got 1 day left top use CC.

Report · Aug 11, 2014

Hi Rafal

I'll arrange for someone to contact you to assist with this.

Kind regards

Bev

Report · Aug 11, 2014

hi adobe

i am still being charged monthly although the order from adobe was not successful.

My CC plan is still free, i chat with your support representative and he says the payment was not successful, as such i have sign up for a another plan.

Please refund the 2 monthly payments and cancel all recurring payments on this account

Regards

Case #0213238622

Updated

Tuesday, June 24, 2014 5:02:16 AM PDT

Opened

Tuesday, June 24, 2014 5:02:16 AM PDT

Status

Closed

Product

Creative Cloud Indiv

Issue Type

New Order Enquiry

Subject

Chat:Activation (CH99616351)

NOTES & RESPONSES

Notes to Customer

Tuesday, June 24, 2014 5:02:16 AM PDT
Hi Kokleong,
Thank you for contacting Adobe.
I request you to place a new order to continue using the product.
It was my pleasure assisting you today.
For further assistance, please contact us back.
Thank you.

Report · Aug 11, 2014

Hi tamittl

It seems that you successfully placed an order using a different Adobe ID from the one used to post on the forums. You would need to use this ID to access your subscription.

If you wish to cancel your subscription please contact our support team: Cancel your membership or subscription | Creative Cloud

Kind regards

Bev

Report · Aug 11, 2014

Hi Bev

I have no problems with that adobe id for the subscription, it is this ID that is still being charge monthly wrongly.

Could you get someone to contact me and refund the subscription? With this account i cannot contact anybody except the community as it is still a creative cloud free membership.

Regards

tamittl

Report · Aug 11, 2014

Hi tamittl

I can't find any orders/payments under the ID you are using to post on the forum.

Please sign in to the support page using the Adobe ID that has the subscription - you will then be able to contact support and they will investigate further.

Contact Customer Care

Kind regards

Bev

Report · Aug 12, 2014

I have the same issue.

this is the first time I want to start my subscription of adobe muse.

I've tried about 3 credit card, but all declined. the last card said "invalid card number"

what's wrong with this? besides there's no something wrong of the card.

thanks

Report · Aug 12, 2014

Hello Arinurcahya,

After reviewing your account, I have to ask you to please get in touch with our Sales team to complete the order.

You will find the contact details in the link below:

http://www.adobe.com/sea/purchase/?view=indonesia

Please, let us know if you have any questions.

Thanks.

Arnaud.

Report · Aug 12, 2014

I have a similar problem. Changed credit card details in order to open indesign in creative cloud. Still does not open. How long before it works? Need to work now!

Report · Aug 12, 2014

Hello Kajsa_ericson,

I will work on your case and will get back to you ASAP.

Thanks.

Arnaud.

Report · Aug 12, 2014

Thanks.

Report · Aug 22, 2014

Adobe Staff,

This morning we got a notification that our account payment information was out of date/ expired. I updated the card a few hours ago and I still can't sign in. When I try, a module prompting me to make a temporary account pops up. What steps can we take to resolve the issue?

Thanks for your time.

Report · Sep 19, 2014

29 august we received an email stating our account couldn't be billed, and we had 90 days to fix it.

turns out the credit card information was out of date.

We fixed it today ( 19 september), yet in the license management page the following stayed:

"The billing information in our records can not be used for this payment. Please update your information."

So we called Adobe-India, they understood our problem and proceeded to fix it, telling us we would receive an email by 12:00... it's now 3 hours past that time.

The card works, it has been billed, yet it seems the error persists, and my clients breath down my neck is not getting any better.

I understand we're partly at fault for thinking it would be an easy fix, and us not making our deadlines is solely on us for expecting adobes website/backend to work flawlessly. Still, it looks like this is an issue dating back to November 2013. Oh well, time to brush off my scribus/inkscape and gimp skills.

Report · Sep 19, 2014

Hi Ts_tiger,

I verified your account and the payment has been done two hours ago, therefore, you shouldn't have any problems to use the product.

Are you having trouble to open the product?

Do you have an activation request when you open Photoshop for instance?

Thank you.

Arnaud.

Report · Sep 19, 2014

It seems I am facing the same problem as the original poster in this thread. Why is Adobe not accepting my subscription??? Even my bank says that Adobe is not even trying to charge my credit card account at all. The website have basically stopped my subscription even before they have gone to process my credit card details.

This is very weird indeed. First time I have encountered a company that is rejecting business.

Report · Sep 22, 2014

The orders are being under investigations, today I have send a reminder, I am awaiting the response. I am sorry for the response.

Regards

Rajshree

Report · Oct 22, 2014

Hello Adobe Team,

I have a similar Problem. There is a problem with the billing from my bank account, although the billing information is correct. The first time it all went well, but after a month I got an error message when I opened Photoshop that there was a problem with the billing and that I should check my billing information. I still get this message every day as soon as I open Photoshop. A few days ago I entered the correct data again and got another invoice via email, but nothing happend. Now I have 3 days left for the payment.

Please check it, thank you.

Best regards,

Maik

Report · Oct 29, 2014

Hello,

I change my credit card last week, but forget to update the card infos on Adobe account, and yesterday when adobe try to get the payment (with the old number card) they can't and i receive an e-mail for tell me that the payment can't process (logical) and go on my online account manager to fix it.
So I try many times to update informations for put the refs of the new credit card (from the same account and the same bank, just the numbers change), but stil have the error page / message (Error Number: PMT_000008) and I can't update my payment informations.

I try to contact the chat support team, and after trying again the same operations for updating for 30 minutes, nothing new, and the chat support team tell me they can't do anything and I have to contact the support team by phone.
So I contact the support team by phone and after an over 30 minutes check, they tell me they can't do by phone and speak about contract a new annual membership ?hy a

At this point, I don't understand why and how to do, I just want to change my credit card informations to process to the payment and continue my membership. Today all apps work fine, but I don't want my account to be lock because of a payment issue that can be solved.

Best regards, thanks.

Report · Oct 29, 2014

Hello,

Please, allow me to get in touch with you by email regarding the current issue.

Thanks.

Arnaud.

Report · Oct 29, 2014

Hello Arnaud Mélon,

thanks for your answer. The hotline send me an e-mail to call them back to fix it by phone, but my english is really bad, and when it's possible for Adobe, I prefer to fix it on-line for a better understanding.

Regards.

Report · Nov 05, 2014

Beyond frustrating!

have been attempting to get photoshop for the past 3 days.

no matter what i do or change, it always comes back as saying the billing address doesn't match the credit card!

desperate for some answers

Report · Nov 05, 2014

Hi patrickclifford123

Could you please check this with your credit card issuer as payment is not being authorized.

Kind regards

Bev