"Incorrect billing info"

[Victor van den Brink]

I'm trying to purchase the Substance 3D collection (annual plan), but I keep getting the same notice that I've provided the incorrect billing information. 



I've double, triple and quadruple checked everything multiple times, and the information adds up. I can even see on my credit card account that Adobe has tried to withdraw credit, but the transaction won't go through. 

I've also contacted my bank, and payed from a book online, so I know its not my credit card. 

This is unacceptable for a company as Adobe. Proffesionals are supposed to rely on you and you can't even manage simple payment options. I even tried making a paypal account which I've never used, and I get the exact same error. 

[Peru Bob]

Are you using PayPal?

[Victor van den Brink]

I tried paying with my credit card first, which worked in the past. But
when I kept getting the notice I made a Paypal account and tried that. But
it didn't work either.

--

GAME ARTIST

[Victor van den Brink]

I tried paying with my credit card first, which worked in the past. But when I kept getting the notice I made a Paypal account and tried that. But it didn't work either. 

[John T Smith]

I suggest that you contact support for a review of your information

Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-you MUST make sure that your browser does NOT block ads, scripts, or pop-ups
-you MUST also allow 'cookies' in your web browser for the link to work
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
- or by telephone https://helpx.adobe.com/contact/phone.html
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

[Victor van den Brink]

There's no popup with a chat. Yes I've enabeled cookies and popup's before you ask.

[kglad]

use phone or twitter 

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

twitter - tweet @AdobeCare

p.p.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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

[Victor van den Brink]

I am so done with this company.

So I called the billing department, they couldn't help me. So they put me on hold for an hour, then the connected me through to the sales department for some reason. They put me on hold for another 15 minutes. Then they just hung up on me. And when I checked my email, I noticed they decided to just send me an invoice, with a link to the very same page that I have been trying to purchase the software from the entire week. 

This is absolutely discgraceful, I can't fathom how little Adobe actually cares about their customers. I knew you were a greedy conglomerate so my expectations have always been low. But christ, this is taking it to another level. Its like you go out of your way to make it hard on people. Unbelievable. 

[edited by moderator]

[Victor van den Brink]

EDIT:

Also I've contacted my bank to see if they could see anything strange going on when trying to verify the transaction.

And they confirmed that Adobe is cancelling the transaction. The reservation is coming through, the credit card number is being verified, but then Adobe just cancels the transaction. So its definetly not on my end. Not that I thought it was because I checked my credit card info more than 10 times. 

[kglad]

thank you for the follow-up.

[Victor van den Brink]

Just to let anyone know should they ever come across this thread. Adobe just tried to renew my subscription to Photoshop, and the problem STILL persists. 

So at this point the only conclusion I can come to is that for some reason Adobe is just going out of their way to screw me over. 

Thanks a lot. 

[kglad]

contact adobe support again.

[Jeffrey_A_Wright]

Victor, I am sorry you are encountering so many problems purchasing a membership to the Substance 3D Collection.

You mentioned you spoke with a member of our billing department. Can you please post the case number from your interaction to this public discussion?  See https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html for information on locating and updating your recent support cases.