I could not delete the cards I WANTED to delete

[BernardMR]

I just want to share a bad experience I have had with Adobe a few minutes ago.

I visited my Account page and wanted to update payment information. I noted there were 3 cards, one of those had expired.

To my utmost dismay, I could not believe that I could not delete the cards I WANTED to delete as Adobe does not allow that option for its customers, unlike companies like Google or Apple.

I had to chat to a totally clueless and useless virtual assistant.

Eventually I was connected to a human, who took nearly 20 minutes to delete 1 card.

The whole experience of trying to delete cards for payment methods took me nearly 30 minutes, a process which should not have taken more than 5 minutes elsewhere.

This is not my first bad experience with Adobe.

I only have 1 app now in my plan, I used to have 20 ! I am trying my best tor leave Adobe and its extremely poor customer service and do business with other more friendly and more in-tune companies.

[kglad · Accepted solution]

if you have a current subscription, you must have, at least, one card on file.  however, more than one isn't needed and there "should" be an option to remove excess cards.

if you have no subscriptions, you can remove your account (including credit cards) by going to https://www.adobe.com/privacy.html, click contact us and request your adobe id be deleted.

[BernardMR]

Thank you for your suggestions.

Unfortunately, there is no option to remove excess cards: that is my gripe.

I do have 1 subscription and therefore I only want 1 card with it.

I sorted it out eventually but it was a rigmarole.

[kglad]

i did more research after reading your post and found that there have been similar complaints before.  why adobe support is required, i do not know.

[BernardMR]

Indeed "why adobe support is required" to remove cards from the user's payment profile is a question that should be answered by Adobe top management.

As I wrote above, both Google and Apple (I use both) allow their users to remove cards from their payment profile. Even PayPal allows it.

Adobe is THE exception rather than THE rule.

I live in South Africa. It took YEARS for Adobe to have subscriptions priced in the local currency, YEARS behind Microsoft, Apple, and Google.

That is one of the reasons I prefer NOT to use Adobe products if I can help it.

[kglad]

adobe (i think) used to allow removal of all cards but the primary. when and why that changed is a mystery.

[Jeffrey_A_Wright]

Bernard, thanks for posting your question about managing your payment methods for your Adobe account to this public discussion forum. This is a common request, and Adobe does not store credit card numbers; it only has the ability to charge an authorized provider.

I see that your subscription to Adobe Stock is past due. Please see https://adobe.ly/4kQlxaE for information on how to update your account to add an accepted payment method.

You can find more information on how payment information is utilized on the Adobe Store at https://adobe.ly/3IFCs2A. ^JW

[BernardMR]

Hi Jeffrey, I do not want an Adobe Stock subscription. It is NOT PAST DUE. I only buy assets when/if I need them. I had a subscription many years ago, which I cancelled.

My gripe is not about storing credit card numbers, my gripe is about changing what card(s) I wish to use for payment.

[Kanikas]

HI BernardMR, 

I understand your frustration; however, as my colleague mentioned above, the option to delete a payment method is not available as of now. Our team is working on getting this option or something similar, but we cannot promise how long that will take. 

Hope this answers your query. 

Thanks 
^KS

[kglad]

@BernardMR 

are you able to use https://helpx.adobe.com/manage-account/using/update-billing-information.html to change the credit card used for stock?  

(and if you can do that, can you change them all so they are the same?)

[BernardMR · Accepted solution]

@kglad 

Before I contacted support and went through the rigmarole of removing credit cards I did not want to be used any longer, I was unable to update my billing information on any of the Adobe products.

After contacting support, and waiting a "long" time the issue has been resolved so that I only have 1 credit card loaded on my profile and that credit card shows up for both my Lightroom plan with 1TB and Adobe Stock: it is the same card everywhere now.

 You will note that my Adobe Stock is On Demand and that is the way I want it. I do not want to have a Stock subscription. When I click on the Edit billing and payment button, the card showing up is exactly the same credit card that shows up in my Lightroom plan after click on the Edit billing and payment button next to the Lighroom plan.

[kglad]

understood, but it's unclear why you couldn't change billing method for the problematic card.  that is something that adobe (still) supports (for other users).

[BernardMR · Accepted solution]

understood, but it's unclear why you couldn't change billing method for the problematic card.  that is something that adobe (still) supports (for other users).

By @kglad

Here are extracts from one of the emails I received from Customer Care:

understood, but it's unclear why you couldn't change billing method for the problematic card.  that is something that adobe (still) supports (for other users).

By @kglad

Here are some extracts from one of the email messages I received from Customer Care:

>>>>> We value you as an customer, 
>>>>> Sorry for the issue, you had faced, with our through the chat, 
>>>>> we understand that you need to delete your card details, which was ending with the **** [I have edited >>>>> personal. information] , because the card details was been expired, 
>>>>> we are here to help you out, 

>>>>> under the [email address of my Adobe account - edited] , we don't see your card linked with this account or >>>>> with any other plans, 

So @kglad it seems that the link between the problematic card and the email address registered with Adobe was broken (that's my guess). The problematic card had an expiry date in the past month and that is why I wanted it removed; I could not do it on the web; that's why I approached Customer Care via the chat, first the bot then an agent.

I also gave the agent all other email addresses I could have used in the past but none of them had a link with the problematic card.

The other cards that were also expired but were still linked to my address were removed by Customer Care. The problematic card is still there, they cannot remove it but it cannot be used because it is expired.

Usually my bank issues cards valid for 2 to 3 years. The problematic card that expired last month must have been issued by my bank in 2022 or 2023. 

I recall an incident in June 2022 when all the cards in my wallet were stolen: I had them blocked immediately by the bank.

Could it be possible that Customer Care was/is unable to link the card because it has been blocked by the bank? I do not know; this is pure conjecture.

I could and still can add a card for a new payment method in my Adobe account but I cannot delete a card because that functionality is simply not available for Adobe subscribers (at this stage according to @Kanikas as it could be an option available to us subscribers in the future).