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New Here ,
Feb 29, 2020

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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

Most Valuable Participant
Correct answer by John T Smith | Most Valuable Participant

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-p/10791730

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Account management, Billing, Creative Cloud

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

New Here ,
Feb 29, 2020

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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

Most Valuable Participant
Correct answer by John T Smith | Most Valuable Participant

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-p/10791730

Topics

Account management, Billing, Creative Cloud

Views

202

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Adobe Community Professional ,
Mar 01, 2020

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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.

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Most Valuable Participant ,
Mar 01, 2020

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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-...

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New Here ,
Mar 01, 2020

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

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Adobe Community Professional ,
Mar 01, 2020

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

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New Here ,
Mar 01, 2020

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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.

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