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Question

credit card payment problems

Forum|Forum|12 years ago
November 19, 2013
54 replies
66692 views

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?

Creative Cloud

This topic has been closed for replies.

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seepsngwen

Participant

Hi I'm facing the same problem as well, with the message of "billing issue". Anyone could assist me?

mark.lythgoe

Participant

I am having similar problems today. Trying to purchase stock video with a company credit card. I managed to pay for and download the 1st clip without any issues. Subsequent attempts have been unsuccessful. Help!

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nitesh_chouhan

Participant

Hello Lars,

Please disable all firwall and antivirus and then try to visit adobe.com/gosecure and try to update your card information.

Thanks,

Nitesh

shsabaitis

Participant

Same problem here, can't update my credit card information and the mothly payment is due in 3 days. The card is active (no probelems on the other sites), there is enough funds and the bank says that everything is in order on its side

EnergyPhotos

Known Participant

exactly the same problem. I 've tried 5-6 different cards from different banks, all are fine and succesfully charged the trial 1euro.

However never attempt to charge the whole ammount, and my banks reassure me that no payment attempt was made.

The support is really bad, assuring me that the billing error will 100% be gone in the next 24 hours (since 1euro was succesfully charged), but it hasn't.

I believe there is a bug somewhere, and while you update your credit card info, the system doesn't really update all the fields.

i've also made a thread here, without answer.

Cannot complete my subscription Payment. Very Angry

C

Charles Nyiha

Participating Frequently

Hello,

I'm having a similar problem. I've tried to pay for Adobe CC around 8 times, with a card that works for all my other subscription services, but for some reason Adobe cannot process payment from it. I've already checked with my bank, and they're not blocking any transactions. I have more than enough money.
I've tried customer support, and you'd think that after years of dealing with this same problem (as I can see from this post) they would know what to do, but they don't seem to have any idea. They're very polite, but all they do is essentially the same thing I've been trying to do for so long, which is basically to input my card details into their system and wait for payment.

Please help.

Abambo

Community Expert

https://forums.adobe.com/people/Charles+Nyiha wrote
They're very polite, but all they do is essentially the same thing I've been trying to do for so long, which is basically to input my card details into their system and wait for payment.

Put it that way: thousands of customers are paying with credit cards and there is no problem. If there is a problem with your computer, having Adobe putting in the card details circumvents that source of trouble. If the payment gets refused by the credit card processing company it is out of the hands of Adobe. Adobe could change the processing partner... but when it works with thousands of different users...

May be you should try a different card, if you have a second one by hand.

ABAMBO | Hard- and Software Engineer | Photographer

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Charles Nyiha

Participating Frequently

If Adobe contacts you on this issue, please be careful. Only Adobe id's marked with the STAFF badge and the Adobe logo besides their name are Adobe people. Do not give sensitive information if there is a doubt on that.

I've asked Adobe to look into that. I suppose they contact you.

Okay, thank you. I appreciate it.

Cowwy

Participant

Same problem with credit card processing with a card that I have used for more than 10 years.

Called my Bank and they have confirmed that my card is not block in any way.

Called Adobe support, saying something about not accepting the payment. Don't know what the deal is.

It HAS to be on Adobe's end, since so many users have the same issue.

Abambo

Community Expert

cowwy wrote
Called Adobe support, saying something about not accepting the payment. Don't know what the deal is.
It HAS to be on Adobe's end, since so many users have the same issue.

Can you pay via paypal? THe problem is that when Adobe does not accept your Credit Card, you do not have the products you want to have. Except if you can pass over, you have a problem.

The support guy at the other end probably only sees that the credit card is not processed correctly, but he gets little indication why. When my card gets refuse, it gets refused and it is my task to find out why. The vendor has little options as to suspect that I am over a limit...

And there are not many users having that issue. Adobe would not make that money, by refusing the customers' payments. You see only the 25 out of the thousands that have problems...

ABAMBO | Hard- and Software Engineer | Photographer

Cowwy

Participant

Just tried and it doesn't work.

Also does the same thing.

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Christoph Demon

Participant

Same issue as everyone else. I have a new Visa card and it keeps getting refused by Adobe.

- No problem with every other vendor

- Enough limit / money on the card

I've chatted with two different Adobe support people about this and the answer is: it's not our problem, it's your card. Pardon me, but that is not a solution.

kevins84525333

Participant

I am having the same issue. My bank is charging me the $1 authorization fee only and saying they are waiting for adobe to authorize payment. Can someone help me. I’ve live chatted and called this yielded zero results

lloydd98204931

Participant

This is the first time I have had to revert to the forum, and was more than surprised to fin that this issue is like a festering sore that won't heal. I received a notification that their was a problem with my card . Initially I thought it was that it had expired but no I just re-entered the same details

Do Adobe, given their terrible reputation in the cyber and infosec sectors realise how suspicious that looks?

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radxbone

Participant

Yo is Adobe going to solve this issue or not? Everyone seem to have an issue with the credit card. Please find a solution or give personal links for payment to be generated or some thing.