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zacharismith
Participant
July 27, 2012
Answered

Can't purchase Creative Cloud subscription

  • July 27, 2012
  • 38 replies
  • 55911 views

I have been trying to purchase a Creative Cloud subscription for the last few days and it does not work. I've tried different browsers, different devices and even calling adobe sales and it still doesn't work.

Anyone else having issues?

You'd think it be easier to spend money!

Please help.

    Correct answer David__B

    Thanks for the update. Glad to hear you were successfull Azalea Graphics.

    Are others still having difficulties?

    -Dave

    38 replies

    Show previous replies
    J
    JBGR
    Participant
    July 9, 2014

    Hi, we have exactly the same problem!!!

    We have tried to purchase Adobe Creative Cloud about 10 times using different credit cards, web browsers and operating systems.

    We always receiving the following ERROR MESSAGE from your PAYMENT SYSTEM:

    Payment System Unavailable

    We're sorry, but we're having trouble processing your order. Please come back and try again later or call us at +1 800-585-0774. If you're not in North America, you can look up a local number here.

    TOKEN_CYBERSOURCE_ERROR

    Arnaud_Mélon
    Adobe Employee
    Arnaud_Mélon
    Adobe Employee
    July 9, 2014

    Hello Jbgr,

    I am currently working on your case and I will let you know when resolved.

    Thank you for your patience.

    Arnaud.

    A
    alex_bennett1
    Participant
    December 9, 2013

    i have tried purchasing adobe creative cloud about 20 times, using diffrent credit cards, web browsers, emails, and even operating systems. i cannot figure this out, can you help? it always say it couldn't be authorized. customer support has not been able to help me

    Beverley Gray
    Beverley Gray
    Inspiring
    December 9, 2013

    Hi alex_bennett

    Will look into this and get back to you.

    Thanks

    Bev

    M
    MICHELLEMC56
    Participant
    June 17, 2013

    I have the same problem.  I try to purchase and it says it can't verify my credit card.  When I input it again it says it is completing the purchase put the spinning cloud with the words "please wait" just keeps going with no completion of my order.  Looks like this issue has been going on for a very long time yet I have to wait until tomorrow to talk to someone who can complete my purchase.  You'd think Adobe would have a 24 hour hotline for a problem of this duration. Chat couldn't help.  Frustrated!

      Beverley Gray
      Beverley Gray
      Inspiring
      June 17, 2013

      Hi there

      Sorry to hear you've had problems signing up.  I can see several attempts but the payment has not been authorized.  Please check with your bank or try using a different credit card.  If there are still issues, please let us know.

      Thanks

      Bev

      L
      Linda Daniels
      Participant
      December 9, 2013

      Beverly Gray,

      Please contact me on my issue/post labeled Dissatisfied Customer

      M
      Marcos-Brazil435373
      Participant
      May 16, 2013

      I have the same problem and I am getting the same message. Tried several different browsers.

      If Adobe can't even sell the software, it really makes me wonder if they are able to deliver a quality service with the Cloud.

      Can anyone from Adobe do anything ? Solving the problem of ONE client is not enough.

      David__B
      Adobe Employee
      David__B
      Adobe Employee
      May 16, 2013

      Hi Marcos,

      Are you still getting the message? Could you try calling the number in the message as an alternative?

      -Dave

      TheBenimations
      TheBenimations
      Participant
      May 20, 2013

      I'm from the Netherlands, so I clicked the second link, but that page still only shows me the American phone numbers. Next to that I prefer making purchases online.

      I hope this issue will be solved soon.

      ~Ben

      L
      Lexiconway
      Participant
      August 25, 2012

      I'm experiencing the same problem.

      After 12 attempts, 3 different browsers, and new email accounts over the past 3 weeks, no luck.  I have tried a different credit card as per the tech support team indicated in my open job/support ticket.

      Now, after trying the different card the transaction still doesn't go through.

      The cherry on top is the repeat copy/paste replies from the people handling my open account/ticket telling me to try another card even though I've informed them that I have. (presuming there are people involved).

      Losing patience. Help? Anyone there?

        David__B
        Adobe Employee
        David__B
        Adobe Employee
        August 27, 2012

        Hi Stephen,

        I'm not sure what the cause is, it looks like it is somehow related to your credit card. Is this one you use all the time for company transactions? I'm investigating to see what I can find out for you.

        -Dave

        L
        Lexiconway
        Participant
        August 27, 2012

        Hi Dave,

        Yes, I used this card to buy my Adobe Master Collection 5.5 earlier this year, and use it regularly for debit and credit transactions. I purchased and downloaded an e-book yesterday on this card.

        I also borrowed a friends card to make the purchase, as suggested by an Adobe rep. The card was from a different lending institution, and that Creative Cloud transaction was never completed by Adobe either.

        I've called my bank on two occasions. On the first call the reps told me they saw eight attempts made last month. About 4 of those were my tries, and another 4 attempts were made by an Adobe rep while I was on the phone with them. My bank rep could see that there were eight $1.00 "holds" that went through via Adobe's purchasing system, but it appears that the system never made the second attept to finalize the purchase. I attempted several more times with no success. I called my bank again to see if there were any blocks or security holds on my account, and was assured me that none existed, and that the transactions were ready for clearance on my banks end.

        Hope this is useful info.

        Many thanks for your time and attention.

        -Steve

        A
        Azalea Graphics
        Participant
        August 7, 2012

        Having a similar issue today. Just submitted CC info to sign up for the 1 year membership and I see "4. Confirm" in black (other 3 steps in gray, with options to change info in steps 1 and 2), but it's blank below there, so I can't continue.

        ** Edit to include: using Safari 5.1.6 at the moment. **

        ** Edit #2: tried calling Adobe, but wait time is between 18 and 25 minutes. Ack, no thanks! **

        Message was edited by: Azalea Graphics

        A
        Azalea Graphics
        Participant
        August 7, 2012

        Oh... so, apparently, the process was working, after all. Just received a Creative Cloud email out of the blue that was asking me to verify my email address (ohhhhh... would've been nice if I actually knew that was happening -- there was no indication on the page that I should check my email; was completely blank below "4. Confirm.")

        David__B
        Adobe Employee
        David__BCorrect answer
        Adobe Employee
        August 7, 2012

        Thanks for the update. Glad to hear you were successfull Azalea Graphics.

        Are others still having difficulties?

        -Dave

          T
          thomasbland
          Participant
          August 1, 2012

          I'm having the same problem. Upon submitting my payment details and clicking 'confirm', I receive the following error:

          "We're sorry, but we're having trouble processing your order. Please come back and try again later or call us at +1 800-585-0774. If you're not in North America, you can look up a local number here."

          I'm in Australia, if that's relevant.

          I called customer support, and they advised me that there was a problem with the payment server and to try after 24 hours. I've tried again; it still doesn't work.

          David__B
          Adobe Employee
          David__B
          Adobe Employee
          August 1, 2012

          Hi Zachari,

          I got word that this should no longer be an issue. Can you try again and see if you are successful now?

          -Dave

          S
          samantha9
          Participating Frequently
          August 4, 2012

          I have the same issue yesterday and today. Tried two credit cards, multiple times from the website and through Adobe sales dept. Called my bank and they said there have been six $1 charges. I called Adobe customer support and they refunded $6 and told me to try another card??? If there was a charge of $1, that should mean it was able to process, but I was told by Adobe customer support that it was 'unauthorized'. Don't know what that means. The bank says it's not on their end. Very frustrating.

          David__B
          Adobe Employee
          David__B
          Adobe Employee
          July 31, 2012

          Hi Zachari

          Sorry to hear about this. I'm reporting the issue to our store team to investigate what might be happening?

          -Dave

          C
          csunberry
          Participating Frequently
          December 3, 2013

          My issue was reported to the Store Team a week ago. Is there any way to get in direct contact with them? They seem to have no interest in following through with my case here.

          David__B
          Adobe Employee
          David__B
          Adobe Employee
          December 4, 2013

          @l0n4 - Please send me a private message with your phone # and I can make arrangements for someone to contact you to place an order

          @Setentaydos - Please send me a private message with your phone # and I can make arrangements for someone to contact you to place an order

          @csunberry - I see two attempts to place orders but both are listed as unauthorized. Have you used the card elsewhere successfully? I can make arrangements for someone to contact you but it appears there is some kind of issue processing the payment. You might want to double-check with your bank just to ensure the card is in good standing.

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