student creative cloud payment failure & no solution.

[abdelrahman_2908]

Greetings,

I've been trying to purchase the adobe creative cloud subscription for students so i can proceed with my college lectures. However, everytime i try to purchase the subscription i get an error.

Please take into consideration that:

• Credit is the only payment option available to me, no debit or paypal.

• I tried 3 different credit cards from different banks, none of them worked.

• i tried using VPN

• I contacted the banks, they all said the issue is on adobe's end.

 •I contacted support several times and they did NOT help, they tried to complete the payment on their end and sending me a quote. Didn't work. Told me to try again later. Didn't work. One said that there is a fraud alert on the card. Banks said no issues. One agent got me in contact with a special IT agent and this agent immediately said "i can't solve your problem" and left the live chat right away with no explanation. One agent told me that they can try to contact my bank (unfortunately i misread it as me contacting the bank instead of them), and when i asked another agent to do that they said that's not possible.

I have tried everything possible on my end and got absolutely no idea what to do now, given that support isn't helpful. This community post is my last resort.

[Jeffrey_A_Wright]

Abdelrahman, I am sorry the methods of payment you used to try to purchase an Adobe membership have been declined. If you have already confirmed that online purchases are enabled for Adobe, then try using a different device to complete your purchase.

Finally, you mentioned you are trying to get a new student Creative Cloud membership to complete your lessons. Does your school offer its own Creative Cloud membership? If so, they may block access to individual memberships, so even if you could purchase a membership you would be unable to use it successfully on their network. 

Please bookmark and review https://adobe.ly/3Df36gm for information about receiving an educational discount directly from Adobe, Abdelrahman. ^JW 

[abdelrahman_2908]

so i contacted my bank regarding the "online purchases are enabled for adobe" part, they said that there isn't any issues regarding that, and in order for them to try fixing anything, the transaction must show up on their end even at failure, which apparently it didn't.
i tried using 4 different devices on 3 different networks, issue persists.
college doesn't offer its own creative cloud membership, i know that for a fact because the adminstrators told us to buy the subscription ourselves, some colleagues were able to complete it on first attempt (might i add, with the same banks i used), others are still stuck like i am with exactly the same issue.

[kglad]

use a mobile phone browser 

[abdelrahman_2908]

already done that on 2 phones with both chrome and firefox, again on different networks, issue persists.

[kglad]

then you'll need help from an adobe employee.

[abdelrahman_2908]

that's exactly why i'm here, sir.

[kglad]

@Jeffrey_A_Wright 

[marc_4725]

Your bank cards are not the problem.

You failed at 'fraud check' by Adobe when you were submitting your card details.

[abdelrahman_2908]

well, how can i change that? and why did it happen in the first place?
whenever i tried asking agents these questions, i get completely disregarded.
it's only that one agent with nearly a decade of experience that actually adressed this issue.

[abdelrahman_2908 · Accepted solution]

so i contacted live chat one final time and thank god i was connected with somebody patient enough to take the time to assess and resolve my issue. After all the hassle i went through the past week, the solution was creating an entire new email and let the agent create the account and proceed with payment on their side. Magically it worked. why or how is beyond me, i'll just take it for what it is.

[Jeffrey_A_Wright]

Thanks for the update, @abdelrahman_2908! Is the new account also using an e-mail address managed by your educational institution or did you use an e-mail address from a different provider?

Since you are purchasing an individual membership, with a discount, then please review and bookmark https://helpx.adobe.com/x-productkb/global/graduation-education-discount-expiry.html for information on how to maintain your eligibility for the discounted rate.

[abdelrahman_2908]

i created and used a regular outlook email. not sure why university email would fail on some students including myself despite working fine with other colleagues.

[kglad]

glad you got help.

[faggion]

hello, I have the same issue I think, the amount its already debited from my card and the platform of adobe keep saying that I have to change my payment information, I pay TODAY 17 may and the next bill is in 17 June, and the platform keeps advertising I have to pay

[kglad]

@faggion 

check your account, https://account.adobe.com

does it show a payment problem?  if so, https://helpx.adobe.com/manage-account/kb/fix-failed-missed-payment.html

[faggion · Accepted solution]

thank you, it seems like the issue its not longer, the payment seems to be approved, it seems like it was a matter of time, thank you again 

[kglad]

@faggion 

good to hear (and thanks for the update).