I can't purchase a Substance 3D Collection subscription. I don't know where to get help.

[Chunchunmaru_3D]

So, I initially tried to contact Adobe Support about my issue, but it turned out that the online support is now handled by an AI. I explained my problem, and the only response I kept getting was: “Sorry, I don’t understand.”

I’m writing here because I genuinely don’t know where else to ask in order to resolve this issue.

The issue:
I need to purchase a subscription for the Substance 3D Collection. However, whenever I try to pay with my Visa card through the website, I receive a red error message saying:
“We couldn't process your payment. Please check your payment details. If the issue persists, try another payment method or contact your bank.”

The confusing part is that earlier in November I successfully paid for my Photoshop subscription using the same card without any issues. I thought the problem might be on my bank’s side, so I asked a friend to try making the payment using a different card from a different bank. The result was exactly the same — the identical error message.

Country: Uzbekistan.
I have no problems paying for subscriptions on any other services. This has never happened before — only with Adobe.

Please help, or let me know how I can get in touch with real human support instead of the automated AI system.

[kglad]

go back to chat and repeat that you want to make a purchase.

[Jeffrey_A_Wright]

Chunchunmaru, sorry you are unable to begin your subscription to Substance. While I understand you are using the same card, that was used for your current subscription, have you contacted your bank to confirm they are allowing new online purchases to the United States?

I don't see any records of your previous attempts to reach us, so you might also try using a different device to make your purchase, Chunchunmaru. The same thing blocking you from reaching a human could affect your ability to successfully interact with web forms. ^JW

[Chunchunmaru_3D]

I called my bank and they said they did not have a payment request from Adobe. This means that the payment request simply does not reach the bank or does not exist at all. There are no restrictions from the bank as well as other restrictions. That is, the problem is specifically on Adobe’s side.