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Adobe FireFly Subscription not Working

Explorer ,
Nov 15, 2023 Nov 15, 2023

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Hello, I just tried to subscribe to the Adobe FireFly $4.99 subscription. But, after confirming with PayPal, it shows it's processing then just goes back to Adobe FireFly. I've tried it twice and I don't see that I've been charged or that I have an active paid account.

Bug Unresolved
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correct answers 1 Correct answer

Community Expert , Nov 15, 2023 Nov 15, 2023

Okay, try starting from the bottom of this page where you see the Premium subscription tile
https://www.adobe.com/sensei/generative-ai/firefly.html. There is also a number you can call to purchase by phone that might be a better way to make sure you are getting the right plan.

 

JEL_1-1700068182055.png

 

Meanwhile, I'm just checking to be sure you know you can use Firefly for free if you have another subscription without using generative credits until at least January 1, 2024.

JEL_0-1700068170542.png

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Community Expert ,
Nov 15, 2023 Nov 15, 2023

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Hi @KyleR12, sorry to hear about the trouble subscribing to Firefly. Did you get to Step 3 in the process (screenshot below)? I do not see a PayPal option? Are you already signed in with your Adobe ID? Have you downloaded Creative Cloud Desktop? If you haven't been charged, you may need to start over with a different payment method. I recommend you start by contacting Adobe by chat, since we don't have any user account access in the support Community. Please let us know how it goes!

 

For chat support, make sure you are signed in with your Adobe ID.

— Look up your current plans here: https://account.adobe.com.

— Type AGENT in the chat box to bypass the automatic chatbot and be connected to a live person.

— Chat Link: https://helpx.adobe.com/contact.html?rghtup=autoOpen

 

JEL_0-1700065788939.png

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Explorer ,
Nov 15, 2023 Nov 15, 2023

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Hello, @J E L This is what I did:

 

Select Plan > Monthly > PayPal (Screenshot) I choose my credit card and select Agree & Continue then it goes backto Adobe FireFly. I can try a different payment method. PayPal is just easier.

 

Screenshot 2023-11-15 103701.png

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Community Expert ,
Nov 15, 2023 Nov 15, 2023

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Wow, that's so strange. What is the URL of that Step 2 you are on? I already closed my tab but I can check again if needed.

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Explorer ,
Nov 15, 2023 Nov 15, 2023

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It's not really a URL. It's a pop up window. From when I click "Upgrade" from Adobe FireFly.

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Community Expert ,
Nov 15, 2023 Nov 15, 2023

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Okay, try starting from the bottom of this page where you see the Premium subscription tile
https://www.adobe.com/sensei/generative-ai/firefly.html. There is also a number you can call to purchase by phone that might be a better way to make sure you are getting the right plan.

 

JEL_1-1700068182055.png

 

Meanwhile, I'm just checking to be sure you know you can use Firefly for free if you have another subscription without using generative credits until at least January 1, 2024.

JEL_0-1700068170542.png

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Explorer ,
Nov 15, 2023 Nov 15, 2023

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Thank you! That link worked.

 

It seems the integration with PayPal (possibly others) seems to be broken when you click the "Upgrade" button from Adobe FireFly.

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Community Expert ,
Nov 15, 2023 Nov 15, 2023

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Super, I'm so glad you got it sorted out and thanks for coming back to let us know!

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