using and paying Adobe for years, but can't update payment options

[longtermoser]

I've been using and paying for PS for years, but according to the chat assistant I don't have a subscription. However, I can see from my invoices (and my credit card) that I am charged monthly. I can't update my payment options because I don't officially have a subscription. But I'm still being charged. How can that be? I changed my email address years ago, so maybe that has something to do with it. But I can't see anything in the old email address either, especially not the current invoices. What can I do? And who can I contact?

[kglad]

https://helpx.adobe.com/manage-account/kb/unknown-charge-on-bill.html?linkId=100000320340311

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community bugs">

[Nancy OShea]

Log-in below.

https://account.adobe.com/plans

If you purchased a plan from Amazon, Google Play or Apple iStore, Adobe won't have any record of it.

You would need to contact the vendor you ordered from.

Hope that helps.

[Jeffrey_A_Wright]

Longtermoser, I can confirm there are no active subscriptions or recent purchases under the account you used to post this public discussion forum. Please see https://adobe.ly/41TGYBN for information on how to request a password reset so you can regain access to the account you used to purchase access to Photoshop. ^JW

[longtermoser]

Jeffrey,

How is that possible? I am logged in with PS and CC with this account, I see my subscription description in CC. When I click on my Adobe account, I don't see a description, but that money is debited every month. Which is ok, because I also use PS. I receive my subscription renewal confirmation every year (for years). Now I wanted to renew the means of payment (because of the reminder to THIS email address) and can't find anything ... 

I changed the email address many years ago, but I can only see the order number (from 2018) in the old account. I can't change the payment method there either. 

But both direct debits and active use run via my current account!

Thanks for the help

[Nancy OShea]

The money is debited from your credit card by whom?

Is it Adobe or a 3rd party vendor?

[longtermoser]

I have a normal FotoAbo via Adobe , for many years a yearly subscription. Just can't update my payment details because Adobe says "you have no Abo". It's obviously a bug or something. I updated the payment methods years ago without any problems.

[Nancy OShea]

I think you need to log-in to your account from another device.

Manually enter your paid ID and password. 

Don't use 3rd party sign-in methods.

[longtermoser]

I used different devices, and I don't know what 3rd party sign in methods are. I go to the website and log in. I pay for my Abo and want to update my credit card details. 

[Nancy OShea]

I don't know what 3rd party sign in methods are.

By @longtermoser

==========

Auto log-in via Google Gmail, Apple, etc...

[kglad]

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

[longtermoser]

why? 

[kglad]

1. after sign out > in, see if an app opens (confirming you have an active subscription)

2.  then use the same adobe id: what's your account show, https://account.adobe.com

[longtermoser]

I have an active subscription, I pay for it (!) and it's shown in the software. I won't logg out and then have to buy another plan and pay it double.

[kglad]

logging out doesn't end a subscription.

what's your account show, https://account.adobe.com

[longtermoser]

... that doesn't help.

You can see written above, that there are problems with my account, according to Adobe I have no subscription, even though it is shown in the software and the credit card. As long as no one can help me with this bug I stay logged in. 

[kglad]

you probably have more than one account (using different adobe id's)

[Nancy OShea]

you probably have more than one account (using different adobe id's)

By @kglad

==========

That's the most likely explanation.  The OP doesn't realize they have two accounts.

[longtermoser]

🙄 please read what I write ... I have already written, that I changed my email adress. Yes, I have an old account, No, I can't update my credit card details there either, because it also says that I have no Abo there, despite the order. 

thank you for your help.

[kglad]

you probably have more than one adobe id. can you sign into each?

[Kanikas]

Hi there, 

We're here to help you. I see that you have no active subscription under the ID that you are using with this community. If you are still being charged, we assume that it's a different email address. I would suggest you to kindly get in touch with support team who can help you verify the details. Please use this link to contact support: https://adobe.ly/4jcojXq;

Hope this helps!

Thanks 
^KS

[Peru Bob]

@Kanikas 

Your link gives a 404 error.

[Jeffrey_A_Wright]

Sorry for any confusion, Longtermoser. Please click on https://adobe.ly/4chIEIT to connect with a member of our support team who can help you further. ^JW

[longtermoser]

Hi Jeffrey, this is the answer I get - 

To continue the process with support from an employee, please log in with an active subscription. According to the documents available to me, there is no active subscription linked to (....)

We're going round in circles, I can't contact anyone because I don't have a subscription .... (no matter which account I log in with)

I've been using Adobe products for almost 25 years ... this is just a bad joke.