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veselina_atanasova
Participant
June 4, 2018
Answered

My payment is not being authorized by Adobe

  • June 4, 2018
  • 22 replies
  • 68712 views

Hello!

I am unable to subscrube for Adobe's products because my payment is not being accepted by Adobe.

There is only one method to pay in my country (Bulgaria) and it is through credit or debit card.

I tried more than 10 times now, using different cards with even different Banks but every time I get the same error:

"Incorrect billing info

We are unable to approve your transaction at this time.

There are a number of reasons for order failure, among them errors in the payment information, or billing address, or an inaccurate email address. If you have verified your information and are still unable to place your order, please contact Customer Service and order by phone. Call +44 203 0277 764."

I even tried the credit card my brother uses to pay his membership without any problems every month (I really hope I would bot jynx it not I have written it) and I got the same result. I have tried to make a payment on May, 1st, 4th, 8th and today - June 4th without success. I checked my payment details and I can see that the payment is being registered at my bank but the sum is not authorized (confirmed) on Adobe's end. Also, I have spoken with different operators in Adobe's chat support platform, explaining what the problem is. I've been redirected from Department to Department without any resolvement being offered.

I also checked with my local distrubotrs but was told that they are not offering the subscription I want to make.

I would very much like to buy a subscription for InDesign, so please someone help me!

    Correct answer ProDesignTools

    Well, this is primarily a user-to-user Forum – so we here don't really have the power to help you, other than to say to make sure and confirm that your address (and country) is correct & consistent between your payment provider and your Adobe account:

     

    https://account.adobe.com/communication

     

    You can also possibly try to use PayPal to purchase your subscription, if offered by Adobe in your region.

     

    But otherwise, the only folks who have the ability to work on account payment issues is Adobe Customer Care themselves – please contact them directly:

     

    https://helpx.adobe.com/contact.html

     

    Sorry we can't be of more help to you here!

    22 replies

    Show previous replies
    J
    joannab57447060
    Participant
    October 17, 2018

    Having the same problem:

    We are unable to approve your transaction at this time.

    There are a number of reasons for order failure, among them errors in the payment information, or billing address, or an inaccurate email address. If you have verified your information and are still unable to place your order, please contact Customer Service and order by phone. Call 0800 0280148.

    Think the problem might be that I'm currently in Colombia, but my PayPal and Adobe accounts are all UK-based. I need to use Illustrator straight away for some work I have to do this week.
    Thanks
    Beverley Gray
    Beverley Gray
    Inspiring
    June 4, 2018

    Hi there

    Sorry to hear you're having issues signing up.

    We've made a change in our system so could you please try to place a new order and let us know how you get on.

    Kind regards

    Bev

      svetlanat43599048
      svetlanat43599048
      Participant
      July 10, 2019

      Hello!

      I want to buy the Photoshop plan, I am from Bulgaria, and I get the exact same message:

      Incorrect billing info

      We are unable to approve your transaction at this time.

      There are a number of reasons for order failure, among them errors in the payment information, or billing address, or an inaccurate email address. If you have verified your information and are still unable to place your order, please contact Customer Service and order by phone. Call +44 203 0277 764.

      I have called the number, but all I get is "Business hours are 9 to 5 Monday to Friday." I have called in this period, always getting the same message.

      I tried your call center but your Indian colleagues do not have a clue, it is so frustrating one of them even gave me the number of UNITED NATIONS STAFF PENSION FUND ?!?!

      I have tried now everything possible to buy ADOBE PHOTOSHOP, but so far the message I get is YOU DO NOT WANT ME TO BUY IT!

      Please solve the issue ASAP.

      Best regards

      Beverley Gray
      Beverley Gray
      Inspiring
      July 10, 2019

      Hi Svetlana

      I've asked the support team to look into this and follow up with you.

      Kind regards

      Bev

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