Hi, I purchased Adobe Premier Pro annual plan, payment went to Adobe Ireland but no app

[Lemon Man]

Yesterday I bought an annual Premier Pro subscription online from Adobe.com. As I am based in the Netherlands it directed me to make a payment with iDeal. The payment was made to Adobe Ireland but I cannot find the app in my adobe account to download. I spoke to several operators yesterday who say they cannot see the app on my email and cannot locate the payment. I am trying to speak to someone in Adobe Ireland to figure out if I have been scammed or not but I cannot get a number that works. Can anyone help before I go and ask the bank/police to investigate? I have a course startin on Monday so I need asap but am reluctant to pay 300 euro again

[Shivangi_Gupta]

Hi @Lemon Man,

Thanks for reaching out. As per your account details, there is no active subscription associated with it. Did you receive any email confimation about the purchase?

When did you make the purchase. Sometimes it takes a day to process the payment.

Let us know more details. We are here to help.

^Shivangi

[Lemon Man]

Hi, thank you for also responding, much appreciated. I didn't get a confirmation email but the amount states Adobe Ireland. I made the purchase yesterday - see attached. 

[Shivangi_Gupta]

Would you mind reaching out to our support team here? https://adobe.ly/4rbk1o5

They'll be able to check the details for you and help you with a resolution.

^Shivangi

[Lemon Man]

Hi

This is what I did yesterday with 2 agents and neither could help - Which part of this support should I got to? I don;t want to go around in circles again for 2 hours

[kglad]

you're probably going to need to contact iDeal.

[Lemon Man]

Is there no way to check that the Bank account I gave is actually from Adone Ireland?

[kglad]

you can check if adobe's charging you https://helpx.adobe.com/manage-account/kb/unknown-charge-on-bill.html but if you paid iDeal, your issue is with iDeal.

[Lemon Man]

iDeal is just a way to pay like Google pay, credit card and PayPal - The issue is whose bank account is it that received the money? Is it Adobe?

[kglad]

what did you see at that link?

[Lemon Man]

Which link?

[kglad]

https://helpx.adobe.com/manage-account/kb/unknown-charge-on-bill.html

[Lemon Man]

States it cannot find the charge - Does this also cover Adobe Ireland Bank accounts?

[kglad]

yes.

contact iDeal.

[Lemon Man]

Hi

This cannot be true. I just got off the phone from the fraud hotline for my bank account and they investigated and there is no fraud. The Bank account where my money went is an Offical Adobe Ireland Bank account. So, how can we associated that payment with my Email and therefore get the Premier Pro annual license that I have paid for (Evidence has been sent and if you check that account in Adone Ireland you will see it)

[kglad]

check your account, https://account.adobe.com

what's it show?

eg, any payment problems,?
more than one subscription?
only the plan(s) you want?

[Lemon Man]

That is not the point. My money is with ADOBE, no question. Something is wrong on your side and the payment needs to be linked to my email and therefore account. Then I can see my app

[Lemon Man]

Don't see any payment problems and it shows no subscriptiosn or plans and there should be an Adobe Premier Pro subscription thta I paid for yesterday. Could it be a timing issue between settling the payments from Europe to the US? I would really expect that you internally contact Adobe Ireland who will confirm they received my money and then ask internally how you can link Premier Pro to my Profile. Can you do this?

[kglad]

you can contact adobe support again.

[Lemon Man]

How? Could you share a link so that I don't go around in the same circles?

Which support can I access for these questions? They all do as you do - 'We cannot see your payment', 'You have no subscriptions on your account'. The money is sitting in Ireland, ADOBE Ireland - Why can you not check this?

[kglad]

adobe employees, including adobe support, can check.  you've heard the same thing (apparently) from several.

[Lemon Man]

And yet Adobe has my money (320 Euro), gave me no app and seemingly doesn't really care to fix it or at least check with their Ireland branch. Thanks a lot!

So you are not an Adobe employee?

[kglad]

i'm not an employee.  the first reply here was from an employee and all adobe support agents are employees.

[Lemon Man]

So calling all Adobe Employees - who can help?



Sent from Outlook for Android<>

[Jeffrey_A_Wright]

Wayne, thanks for posting about the problems you encountered while attempting to start a new commitment to Adobe. You can use the steps listed at https://adobe.ly/4oM15e1 if you have any questions or feedback about case ADB-42658802-N9T8. You can also use the information at https://adobe.ly/4oThf5r to check for yourself, Wayne. It may take a few days for the charge to be visible at https://adobe.ly/4oThf5r, so this could explain why no one can currently locate the account you used to create your new subscription.

If you are unable to locate the charge by Monday, then please follow the advice provided in ADB-42658802-N9T8 and contact your bank to dispute the charges. ^JW