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Incorrect billing information - please help!

Community Beginner ,
Feb 24, 2024 Feb 24, 2024

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Hello there,
my organisation has just subscribed to a Creative Cloud All Apps plan, taking advantage of the special fees for nonprofit organisations.
Unfortunately, the billing information in our first invoice is incorrect.
It only states my own name and surname, zip code and country, taken from the credit card information I submitted. Please note this is a company credit card so yes, there is my name on it, but also the organisation's name.
In fact, I need all invoices to be headed to the organisation, not personally to myself, also including full address of our office.
First invoice (already paid for) also needs to me amended.
There is no way on the account page to change that. How can I do it?

 

Additionally, reduced fees for nonprofit organisations are intended non just for the first year, but for the following years too. Instead, while subscribing for the first year, a note said we are supposed to pay for the full amount from the second year onwards. This is contraddictory and very confusing. Any idea?

 

Thank you,
Igino

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correct answers 1 Correct answer

Community Beginner , Feb 26, 2024 Feb 26, 2024

I contacted Adobe through call centre so I could actually speak to some agent who kindly solved the problem. He was able to change my name/surname to my organisation's name, also adding all missing address details. He then sent me the amended invoice by email and waited for me to check it out and confirm everything was correct. Very easy job.

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Adobe Employee ,
Feb 24, 2024 Feb 24, 2024

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Hi Igino,

As per your account details, you have purchased an indiviudual subscription. You can update your account information following this article: https://helpx.adobe.com/manage-account/using/edit-adobe-account-personal-profile.html

We hope it helps.

Regards,

Shivangi 

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Community Beginner ,
Feb 24, 2024 Feb 24, 2024

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Thank you for your prompt reply.
However, TechSoup (your official partner for nonprofit organisations), before I decided to start the subscription, assured me that I could have changed the billing information to add the organisation's name and full address.
I don't mind having my own name (as stated on the company credit card) on the billing details of your invoices, but I definitely need to have the organisations' name and full address as well on those, as indeed the organisation is paying for the subscription. As I said, on the credit card there is the organisations' name as well as mine.
Looking forward to hearing from you.
Thank you,
Igino

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Community Beginner ,
Feb 24, 2024 Feb 24, 2024

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PS you will see from my organisation's Adobe account that I already added the organisation's name virtually everywhere, with the only exception of the credit card holder's name, which is where I had to put my own name.

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Community Expert ,
Feb 24, 2024 Feb 24, 2024

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@TGS Eurogroup 

 

do you have a teams or enterprise subscription?

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Community Beginner ,
Feb 24, 2024 Feb 24, 2024

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No, it is a subscription specifically intended for Nonprofit Organisations. It is a special support programme by Adobe for associations, ONG's etc. It only allows individual subscriptions for staff members or volunteers of nonprofit organisations fulfilling specific requirements, which are then paid by the organisations themselves.

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Community Expert ,
Feb 25, 2024 Feb 25, 2024

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it looks like you can access chat with that subscription type, though i don't know if they can help. 

 

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

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Community Beginner ,
Feb 26, 2024 Feb 26, 2024

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I contacted Adobe through call centre so I could actually speak to some agent who kindly solved the problem. He was able to change my name/surname to my organisation's name, also adding all missing address details. He then sent me the amended invoice by email and waited for me to check it out and confirm everything was correct. Very easy job.

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Community Expert ,
Feb 26, 2024 Feb 26, 2024

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@TGS Eurogroup 

 

good to hear!

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Community Expert ,
Feb 25, 2024 Feb 25, 2024

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To my knowledge, Adobe doesn't offer Non-Profit discounts except through TechSoup.

https://www.techsoup.org/adobe

 

 

 

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Expert ,
Feb 25, 2024 Feb 25, 2024

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adobe offers direct, too.

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