Unable to purchase Adobe Subscription: Customer Support Emails

[kwamev]

Hello.

I have tried to purchase a subscription to After Effects. I have tried online, through the chat and via a representative on the phone.  I have tried with a credit card, debit card and Paypal.

When I use a valid credit or debit card, I get this message: A transaction can fail for a variety of reasons. Double check and make sure your payment information is entered correctly. If this issue persists, you may need to use a different payment method or contact your bank. I have verified the information and country is correct.

When I use Paypal I get this message: PayPal service is down, please choose a different payment method.

It is highly unlikely that Paypal is down.

When the representatives use my cards they also get declined. They claim the issue is with my bank. I have contacted my bank and there is no record of any declined transactions. There are no restrictions or blocks, etc. The bank claims there is no issue on their side. Adobe claims the issue is with the bank.

I have read other posts here and I see other people have the same issue. I find it strange and poor service. At this time I have a support ticket and my issue is being reviewed by the "Backend Team". One representative told me this would take 30 minutes. Two other representatives told me this would take 5 - 7 days. I wish I could resolve it today. It is so hard to buy a product.

I also see that some people say Adobe will not email you. However, Adobe representatives have sent me emails.

• I have received emails about my issue (and it is someones email address @adobe.com )
• I have receieved orders

I have verfied that I am using the real adobe.com website. I've accessed it through different browsers, searches, directly, etc. Adobe representatives appear to send emails on occassion.

[kglad]

you can use an authorized reseller like klarna.

[mae_ezra_9093]

Has this been resolved? I am experiencing the same issue. I hope I can purchase Adobe products through PayPal, as I need them now. Thank you.

[kglad]

you can contact adobe support and ask.  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.

[kwamev]

Yes. This was resolved.

I did believe the cause of the issue, but it's true. The email address you use for your account must be the email address associated with your card, bank account or payment method. Once I did this I was able to purchase the subscription successfully. 

I spoke with many customer service reps. Only one seemed to know this.

Good luck!

[kglad]

good to hear.

[iacov_2874]

Even when im useing the same email i still have the exact same isue. I just want to buy Lightroom Classic. Why i so difficult!

[abuse removed by moderator]

[kglad]

@iacov_2874 

did you contact adobe support?

[Shivangi_Gupta]

Hi @kwamev,

We'll get this looked into. Could you mention the payment methods you have used so far?

^SG

[kwamev]

Based on my experience...

1. The email address for your Adobe account must match the email address of your payment method. They don't mention this anywhere. I talked to many customer service reps who did not mention this. It's such a pain.

Good luck!

[arghya_0861]

Even with same email address, I am facing the same issue. I have tried multiple debit and credit cards, all having the same error.

[kglad]

@arghya_0861 

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.

[Arghya_Ghosh1099]

I have tried talking to multiple Agents using the chat support. They weren't even aware of the mail id issue. 

I have tried everything, same mail id and account id, verified my address on the card/bank, cleared cache. But nothing seems to work.

[kglad]

use an authorized reseller, https://adobedealreg.secure.force.com/PartnerSearch?lang=en

[Arghya_Ghosh1099]

Hi @Shivangi_Gupta - Would you be able to help in this? I have been trying for almost a day now, with different cards and email_id associated with those cards, but nothing seems to work. Checked with Bank, they have confirmed no transaction request was placed. Additionally, same cards are being used for other subscriptions without any issue. Only Adobe portal isn't allowing these cards.

Never thought subscribing to a product would be such a nightmare.

[CorvusAstralis]

As an update to my issue after almost 2 days. I've tried Paypal and I've tried all my 3 bank accounts, without success. I've even tried to use my wife's Paypal and account.

Reached out to Adobe support and spoke to an agent directly who tried to make the subscription. Card was getting declined, so I was told to reach out to the bank. I've reached out to the bank, they made sure nothing was blocking any transation (how could it when I get debited from that same card my Netflix and several other subscriptions) and validated that the transaction was being denied at TERMINAL endpoint. Which means on Adobe side.

It's not hard to wonder why Adobe's software might be the most pirated one in history. Even when people try to subscribe legitimately, it's such a painful process. Adobe support told me they would be reaching out to the back-end team and continue via e-mail, so I'm waiting on that e-mail as of now.

I've made purchases this week with my PayPal, all my 3 accounts are associated with the same e-mail of my Adobe account, all 3 accounts have funds and are used regularly. My main account is the one I use for ALL my subcriptions. This is the first time I'm having any issue with an online purchase/subscription and now I have the bank's information telling me nothing is wrong on bank's side, and the purchase is being declined on Terminal side.

Guess I'll have to continue to wait.

[kglad]

you can use chat if you state you want to purchase a subscription.

and you can use klarna (https://www.klarna.com) or another authorized reseller, https://adobe.my.salesforce-sites.com/PartnerSearch?lang=en

[CorvusAstralis]

I've been trying for the last 18 hours to subscribe to the 1 year Photoshop/Lightroom plan without success and I'm frustrated with how hard this is proving to be. Can you please just take my money?

I've tried using all my bank accounts, and when finalizing, I get an error stating "make sure the data you've inserted is correct" (IT IS!).
After being exhausted of this, I created a PayPal account, waited for the verification deposits by PayPal and finalized the bank account validations. I've tested it elsewhere and it works. When trying to use PayPal to subscribe to the plan I've mentioned I get a "Paypal service is unavailable, choose a different payment method".

Can't use ANY of my bank accounts, can't use PayPal. What can I use? Bonds? Pokemon Cards? 17th century trinkets? What a nightmare...

[kglad]

@CorvusAstralis 

did you contact adobe support?

[CorvusAstralis]

I've tried using that virtual support thing, but it's useless. So I'll see if tomorrow I can speak with an assistant, a real person, if it's even possible.

Even now, upon reading some of the comments, I've created a new Adobe account, using the same e-mail associated with both my bank accounts. Tried both cards, again unsuccessfully. Infuriating...

[kglad]

@CorvusAstralis 

follow the suggestions in my post to contact support.

[CorvusAstralis]

It says I need an active plan to reach out to an agent directly... And I obviously don't have one because I can't subscribe to it. I'll indeed try Twitter/X