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Problemas de pago Argentina/Latam - Pack Creative Cloud

Explorer ,
May 26, 2024 May 26, 2024

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Hola
Como he visto en otros posteos, tengo problemas al intentar suscribirme al pack "Creative Cloud Todas las aplicaciones 100 GB" anual, pago mensual. 
He intentado pagar con dos diferentes tarjetas de crédito y tres diferentes tarjetas de débito (inclusive con tarjeta mastercard de MercadoPago, tal como a algunos usuarios les ha funcionado. Inclusive he intentado pagar con una tarjeta registrada en otro país.
He contactado a soporte teniendo éxito de hablar con un agente solo en una oportunidad, y todao los intentos posteriores el sistema de contacto indica que los agentes están inactivos aún intentado recibir soporte en horario comercial.
Alguien ha tenido el mismo problema y ha podido pagar de alguna otra forma o ha podido efectivamente obtener respuesta por parte del soporte de Adobe?

Gracias desde ya!

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correct answers 1 Correct answer

Explorer , Jun 14, 2024 Jun 14, 2024

Pude conseguir la suscripción.
El pago lo he realizado con la tarjeta Mastercard de MercadoPago Argentina, la cual ya había intentado con anterioridad, pero por alguna razón que desconozco ésta vez si funcionó. Tedioso pero se logró.

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correct answers 1 Pinned Reply

Adobe Employee , Jun 10, 2024 Jun 10, 2024

Hi everyone,

We're extremly sorry about the delay in response. Could you all try making the payment again? Ideally, it should work now. If you're still getting the same error, please reach out to our support team (because we can not share or ask for anything private/confidential over a public forum).

They may have access to the invoice being generated at the time of payment generation.

They'll be able to assist you with it. https://helpx.adobe.com/contact.html

 

Let us know if you have any quest

...

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Community Expert ,
May 26, 2024 May 26, 2024

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

chat:
if you have or want to purchase a subscription, 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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Explorer ,
May 26, 2024 May 26, 2024

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Hi @kglad , thanks for the effort for answer.
Sadly its been a week now that i,ve have being trying to reach support by those methods... yet I have no response.

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Community Expert ,
May 26, 2024 May 26, 2024

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why doesn't chat work during m-f?

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Explorer ,
May 26, 2024 May 26, 2024

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@kglad  Always that I write AGENT to reach a human, an automated message says, "agent no available right now", at everytime at any hour.

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Community Expert ,
May 26, 2024 May 26, 2024

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have you tried, m-f, 8am-5pm pst?

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Explorer ,
May 26, 2024 May 26, 2024

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@kglad Yes, like i sayd in the post i have tryed during commercial hours.

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Community Expert ,
May 26, 2024 May 26, 2024

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when your posted to twitter/x did you indicate that you wanted to start a subscription?

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Explorer ,
May 26, 2024 May 26, 2024

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@kglad Yes

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Community Expert ,
May 26, 2024 May 26, 2024

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@Shivangi_Gupta 

 

can you help?

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Adobe Employee ,
May 27, 2024 May 27, 2024

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Thanks for tagging me @kglad.

I'm taking a look at the user's account/support case created (if any). 

I'll update shortly. 

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Explorer ,
May 27, 2024 May 27, 2024

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@Shivangi_Gupta  Hi !  this is my open budget HD-02445-50000-1CAR
This is my case number CRM:02594000002062 - status closed

 

Thank  you in advance

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Adobe Employee ,
May 27, 2024 May 27, 2024

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Thank you for the additional information. Please check your mailbox. You must have received an email from Adobe asking for some information. Please respond to that.

 

Regards,

Shivangi

 

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Explorer ,
Jun 02, 2024 Jun 02, 2024

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@kglad @Shivangi_Gupta  Hi! do you have any further information about this case ADB-34708922-T0Q9? I have been contacted by email and phonecall but didnt receive no resolution.
Today i receive an email saying "We have received an update from the dedicated the payment issue is resolved and you will be able to purchase the new plan. " and same mail have a link to a checkout page. But tried again and still not able to make the purchase. In this oportunity i´ve used two credit cards from two different banks and two debit cards from three different banks.


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Community Expert ,
Jun 02, 2024 Jun 02, 2024

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Adobe Employee ,
Jun 03, 2024 Jun 03, 2024

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Did you try to respond with your questions to the email received?

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Community Beginner ,
May 30, 2024 May 30, 2024

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Hola! Te dieron alguna solución? Tengo el mismo problema 

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Community Expert ,
May 30, 2024 May 30, 2024

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@Pia37729437vfhs 

 

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

chat:
if you have or want to purchase a subscription, 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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Adobe Employee ,
May 30, 2024 May 30, 2024

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Hi @Pia37729437vfhs,

We're still working on the issue. Are you trying subscribe for the Adobe apps from Argentina as well? What is the payment method that you're using?

 

Let us know.

Regards,

Shivangi

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Community Beginner ,
May 30, 2024 May 30, 2024

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Hi thank you,

Yes I'm using a Master card from Mercado Pago (argentinian wallet) that other designer colleagues have been using for paying the adobe subscription without any problem.

Also the form rejects my address information (I'm using my current address, that is registered in my id card as well) never had problems with that address in other national international payment/ billing process.

Best regards, Pia 

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Explorer ,
May 30, 2024 May 30, 2024

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Hola @Pia37729437vfhs !
No todavía.
En primer lugar me contactaron por mail diciendo que elevaron el caso, me pidieron info de contacto y luego me llamaron por teléfono (en inglés) donde trataron de crearme una cuenta Trial donde tampoco ellos pudieron hacerlo. Así que voy para dos semanas y sigo esperando.
Te haré saber cuando tenga una solución.

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Adobe Employee ,
May 30, 2024 May 30, 2024

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@Pia37729437vfhs @GNf 

Could you share your Bank's name? We're trying to identify if there is anything common causing the problem for users in Argentina.

Regards,

Shivangi

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Community Beginner ,
May 30, 2024 May 30, 2024

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Hi thank you for your prompt reply! I'm using a Master card from Mercado Pago (a virtual wallet) as fare as I know from other colleagues, they were able to pay the subscription with thai card without any problems.

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Explorer ,
May 30, 2024 May 30, 2024

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Im my case i´ve tried with three different:
BBVA - Credit and Debit cards

BNA (Banco Nación Argentina) - Credit and Debit cards
MercadoPago (virtual wallet) with Mastercard asociated prepaid card (I read on this forum that it worked for some users)

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Community Beginner ,
May 30, 2024 May 30, 2024

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Dale mil gracias! También da error en los Campos de mi dirección.

Espero que se solucione.

Saludos!

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