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Can't update credit card info

New Here ,
Nov 16, 2013 Nov 16, 2013

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Hi Adobe,

My card has expired and you couldn't take payment for the service. I updated my details with a new card, but once again payment didn't go through.

I have checked and "Payment info" shows correct details, but once i click on "Edit payment info" it shows my expired card.

You clearly have a bug in your billing system. Please let me know what should i do to pay.

Kind Regards,

Pawel

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correct answers 1 Correct answer

Adobe Employee , Nov 19, 2013 Nov 19, 2013

Hi Pawel

Payment details have been updated successfully and the payment has processed.

Kind regards

Bev

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Adobe Employee ,
Nov 22, 2013 Nov 22, 2013

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Hi Tatchaya4

I'll arrange for someone to look into this and contact you.

Thanks

Bev

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Guest
Nov 22, 2013 Nov 22, 2013

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I had a similar issue with my credit card (insufficient funds) and missed a payment.

I verified I had the sufficient funds on the card, updated the payment info on Creative Cloud and thought no more of it. The next day I got the N days left from the Creative Cloud desktop app and the missed payment still had not been charged from my card although four 1€ cover reservations had.

I tried signing out of the desktop app and then back in as well as from the website to no avail.

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Adobe Employee ,
Nov 22, 2013 Nov 22, 2013

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Hi Diftraku

Will look into this and let you know when resolved.

Thanks

Bev

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New Here ,
Nov 22, 2013 Nov 22, 2013

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I am also having this issue,  I lacked money in my account (wich I moved in same hour as I got the email) updated my info, but I still havent had the money taken, but the countdown timer stopped.  The money has yet to be taken and my account page still says the next payment  is 15th of november.

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Adobe Employee ,
Nov 25, 2013 Nov 25, 2013

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Hi Neoshadow

I'll look into this and let you know when resolved.

Thanks

Bev

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New Here ,
Nov 25, 2013 Nov 25, 2013

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For Adobe support, I have use online chat for several days trying to get this issue resolved. I have entered my new card details and check using several different browser however it still states I have 4 days left before I go - can someone help as the online chat hasnt worked so far.

Thanks

Jason

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Adobe Employee ,
Nov 26, 2013 Nov 26, 2013

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Hi Jason

I'll look into this and let you know when resolved.

Thanks

Bev

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New Here ,
Nov 26, 2013 Nov 26, 2013

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Thanks Beverley - to me it looks fine correct card details etc / working card which I use everyday. Still I get the e-mail / count down clock - your time and help is appreciated.

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Adobe Employee ,
Nov 27, 2013 Nov 27, 2013

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Hi Jason

Payment has now processed successfully and your account is active.

Kind regards

Bev

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New Here ,
Dec 03, 2013 Dec 03, 2013

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Same here, nothing seems to work to achive a credit card update. My account has been suspended and I am unable to use my adobe software.

Beverly can you help me?

Thanks

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Adobe Employee ,
Dec 04, 2013 Dec 04, 2013

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Hi Nitro Yuri

I'll look into this and let you know when resolved.

Regards

Bev

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New Here ,
Dec 03, 2013 Dec 03, 2013

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Hi Beverley,

I've now lost access to Photoshop after trying probably 15+ times over the last 30 days to update my credit card info.

Are you able to look into it for me?

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Adobe Employee ,
Dec 04, 2013 Dec 04, 2013

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Hi Mr Kleinig

I've retriggered the payment and will let you know when processed.

Kind regards

Bev

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Adobe Employee ,
Dec 04, 2013 Dec 04, 2013

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Hi Mr Kleinig

Payment has processed & your account is active.

Thanks

Bev

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New Here ,
Dec 04, 2013 Dec 04, 2013

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Hi Bev

Im having same problems, updating my payment details too, tried numerous times, its showing my new card details as updated, but when i click update payment details...they are still my old card details.....

Can you look into it for me please...

Stuart

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New Here ,
Dec 04, 2013 Dec 04, 2013

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Hi Bev,

I am also having the same issue.

Payment was taken from my account today for my membership so I know it's not my card. I have already let 2 clients down today and really need to get it sorted before I have to do the same again tomorrow.

Thanks a million

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New Here ,
Dec 04, 2013 Dec 04, 2013

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HEADS UP IN CASE ANYONE WAS WONDERING:

Because of so many attempts by Adobe to process my payment, when the

payment finally DID go through, the Visa Fraud Department froze my credit

card yesterday! Took an hour to go through the verification process

yesterday afternoon just to unfreeze it. So don't be surprised if ya'll

run into this.

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New Here ,
Dec 04, 2013 Dec 04, 2013

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I have the same problem (having the same symptoms as stuartchill). Updated my credit card info but I keep getting emails that my subscription have been deactivated because my card couldn't be billed.

I really need my CC subscription now because we use it in school and my free trial which I got instead of my subscription expires in 7 days so really need to get this fixed fast.

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New Here ,
Dec 05, 2013 Dec 05, 2013

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Hi Bev

I've also been having problems with this all month. I now have 1 day left and am at a loss with what to do! I have tried live chat, yet didn't get to speak to anybody, have logged in to my account most days to attempt to keep updating the card info and it just isn't working!

Please can you help me?

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New Here ,
Dec 11, 2013 Dec 11, 2013

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Hi Bev,

I have same problem , my credit card has expired after follow the instuction to update / add new credit card the system show "Card is invalid, please check card details" ,

I try all of my credit card ( 3 VISA and 1 Master Card) but not work   (My subscription will expire on December 21, 2013.)

thank you very much.

Chanarthip


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Adobe Employee ,
Dec 12, 2013 Dec 12, 2013

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Hi Chanarthip

I'll arrange for our support team to contact you to see if they can assist with updating the details.

Kind regards

Bev

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New Here ,
Dec 11, 2013 Dec 11, 2013

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Same thing as everyone else. Email this afternoon that my card can't be processed, yet all the card info in my account is accurate and up to date.
Nervous about this because of the Adobe security hack. Can't get through on chat, can't get a live person on the phone. Is this forum the only option for a paying subscriber?

All I'm getting so far is the "We don't want to see you go" email. With no instructions or hints on what to do.

Please help.

jerry

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Adobe Employee ,
Dec 12, 2013 Dec 12, 2013

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Hi Jerry @ JBBD

Could you please check with your card issuer that there's nothing that would prevent this request from processing.  Payment will be re-attempted in 7 days.

Kind regards

Bev

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New Here ,
Dec 12, 2013 Dec 12, 2013

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Hi, Bev ...

I was on the phone with the bank yesterday and insisted that they go over everything concerning the transaction, step by step. Bank of America claims that there's something in the way Adobe processed or submitted the charge that caused it to fail.

Also, I checked my credit card info on my adobe account page and everything is correct and up to date.

This is a major concern to me because of the adobe hack a few months ago, since I was one of the accounts that was affected. So please keep me advised.

Thanks!

jerry

[removed personal contact info

Message was edited by: Beverley Gray - removed personal contact info

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Adobe Employee ,
Dec 13, 2013 Dec 13, 2013

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Hi Jerry

We'll retrigger the payment attempt and let you know the outcome.

Thanks

Bev

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