Monthly payment but subscription has been cancelled and cannot be used

[charles_7677]

Hi Everyone

I chose the one-year plan.monthly payment,used from August

Since September, every time I log into the software, it will ask me to update the payment method.
I contacted customer service, and they said they had received the payment and asked me to continue using the software.

However, every time I log in, it still says that I need to update my payment method, and my membership page also shows that there is a problem with the bill.but I receive electronic invoices every month.
However, on October 10, I received an email stating that my subscription had been suspended due to payment failure.

Now I can't log in, it asks me to choose a subscription plan

I contacted the credit card company and they said the charge was successful.

Now I can only wait for customer service to work and call to ask.

Or are there other ways to report and solve the problem?

I'd like to ask if anyone has encountered this situation.

This bothers me a lot.

Thank you for taking the time to read

Charles

[kglad · Accepted solution]

if you purchased from adobe.com (and not an app store), you're on the right track.

[charles_7677]

Thank you for your reply

I purchased it from the Adobe website,and download from the Adobe Creative Cloud

It seems I can only wait for Adobe customer service to come to work.

Thank you for your help

Kglad

Charles

[kglad]

check if you have an open ticket, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

[charles_7677]

Thank you

Currently only customer service contact records from September are displayed.

Thank you for your help

Kglad 

Charles

[kglad]

maybe an adobe employee can help, but they may not be able to do anything but recommend patience.

@Shivangi_Gupta 

[charles_7677]

Yep~

Need to wait

Thank you~

Kglad

Charles