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Unable to process payment

New Here ,
Sep 22, 2022 Sep 22, 2022

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I'm having issues because every time I boot up the Creative Cloud app, there's a pop-up that says "We weren't able to process your payment." I have a receipt from Adobe, however and the money came out of my bank account. Also, it says to renew before September 5th to keep my subscription, but it is the 22nd of September and I still have access to my already-downloaded apps. I'm just kind of confused.

 

This may be completely unrelated, but I've been trying to download After Effects, as well as update two other apps, but it gets stuck in the "waiting" phase. I've even left it open so it could download in the background, but nothing is downloading. I'm not sure if it's because it says it had issues with my payment? Or maybe it's just a bad connection. It's just kind of weird and I thought I'd at least mention it. Any help would be appreciated!

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Account management , Billing

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Community Expert ,
Sep 22, 2022 Sep 22, 2022

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This space is provided by Adobe, but this is not Adobe support
Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
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

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Community Expert ,
Sep 22, 2022 Sep 22, 2022

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check your account to verify your subscription is what you expect and to verify your adobe id, https://accounts.adobe.com

 

if that shows you're subsciption is active, sign out and then back in to your cc desktop application using the same adobe id used to verify your subscription: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

 

if that fails or if your account does not show an active subscription, contact adobe support per @John T Smith 

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