• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
0

There is an issue with your payment details. Please update your payment information.

New Here ,
Feb 29, 2020 Feb 29, 2020

Copy link to clipboard

Copied

When I clicked on 'Manage Payment', my previous card details were correct and the option to 'Save' them was greyed out, so I couldn't reactiveate my plan.

 

So instead, I went over to here and got myself a new plan. Following that, I was sent this email:

Capture.PNG

 

My bank says that there's a pending transaction of $21.99, however I haven't received a follow up email from Adobe, and still I don't have access to any of the apps I just paid for.

 

When I log onto my Account, I still get the following message:

Capture1.PNG

TOPICS
Account management , Billing

Views

2.0K

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines

correct answers 1 Correct answer

Community Expert , Mar 01, 2020 Mar 01, 2020

This is a public forum, not the link to Adobe support
-other users here can't help with an account problem
Be sure to remain signed in with your Adobe ID before accessing the link below
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact/support.html
-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a pers

...

Votes

Translate

Translate
LEGEND ,
Mar 01, 2020 Mar 01, 2020

Copy link to clipboard

Copied

Then there is something wrong with your CC or the country/region of it or something.

 

Also that new plan you signed up for is for NEW Subscribers. Not for current subscribers.

And hopefully it will NOT go through. If it does you could be facing a Double Payment. One for the older, original, plan and one for this new plan.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Mar 01, 2020 Mar 01, 2020

Copy link to clipboard

Copied

This is a public forum, not the link to Adobe support
-other users here can't help with an account problem
Be sure to remain signed in with your Adobe ID before accessing the link below
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact/support.html
-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
.
Also - beware of answering anyone who sends you a private message
https://community.adobe.com/t5/community-help/avoid-phishing-3-easy-ways-to-identify-adobe-staff/td-...

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Mar 01, 2020 Mar 01, 2020

Copy link to clipboard

Copied

Thank you. I managed to get in touch with support and get the issue resolved.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
LEGEND ,
Mar 01, 2020 Mar 01, 2020

Copy link to clipboard

Copied

And please post what the problem was and how it got resolved.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Mar 01, 2020 Mar 01, 2020

Copy link to clipboard

Copied

LATEST

When I signed up for the additional plan, which was for new subscribers, I ended up with two plans; my pervious one which was suspended, and the new one I just paid for. The payment didn't end up going through for that one and was retured onto my bank account.

 

As for my original plan, instead of it being reactivated again, it was cancelled by a support staff memeber (using the AGENT suggestion mentioned above) and instead I got a completely new plan.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines