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Digital River and Credit card payments

New Here ,
Jun 08, 2019 Jun 08, 2019

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Hello everyone, I was wondering if anyone else has had the same kind of problem I'm having with Adobe right now. I use CC for teams and have 6 licenses for my employees and I. I got an email saying that my payment on my credit card couldn't go through. I just got a new credit card to replace the old one and forgot to update Adobe CC, no big deal, happens all the time... so I grab my new card and click the link in the email to update the info on my account. I login and click on "Edit payment details" but a pop-up appears telling me to contact customer support. Odd. Also, they could have told me that directly in the email, but whatever. So I open the chat window to support and explain my problem.

I am then told that, incredibly, it is NOT possible to update my credit card info because the payment is done through Digital River, the distributor for South East Asia where I live. I thought at first the rep meant I needed to contact Digital River directly instead of Adobe, but no, there is just no way to update a credit card with them. I double-checked on their website. So the solution I was offered as the only solution, simply because a got a replacement card, is to CANCEL my current account, and open a NEW one with an new user ID.

That's unbelievably poor service, but it gets worse. I do open a new account and I see that the pricing is now MORE THAN DOUBLE what it was before. I used to pay 1,334 THB per user / month, and the new rate is now 3,050 THB per user... for 6 users that's an increase of more than 10k THB a month, or about 330 USD a month. So, simply because my card has expired, Adobe will charge me almost 4k USD MORE a year. Unbelievable. 

Talk about taking advantage of one's monopoly!

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LEGEND ,
Jun 08, 2019 Jun 08, 2019

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Hello Julien,

here in the forum we are users like you, so we personally can't solve your problem. But I'll try to call a responsible and qualified Adobe employee.

Hans-Günter

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Community Expert ,
Jun 08, 2019 Jun 08, 2019

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i don't see how adobe can help you with a digital river billing problem. they're not going to be able to intercede on your behalf.

if you can't purchase directly from adobe, you should contact digital river directly, https://www.digitalriver.com/shopper-support/

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New Here ,
Jun 08, 2019 Jun 08, 2019

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Digital River is only the company processing the payment, and pretending like Adobe has nothing to do with it is a bit disingenuous.
I suscribed to an Adobe product, on Adobe's website, and manage the team from Adobe's admin console.
It's Adobe who'll get the lion's share of that huge price bump. It seems to me like not allowing people to change their credit card is a tactic for forcing them to swallow a huge price increase when they open a new account.
So the question in my post was: has anyone else experienced that?

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Community Expert ,
Jun 09, 2019 Jun 09, 2019

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I don't know if anybody else has experienced the same situation as yours but prices fluctuate all the time.  That's a complex global economic issue about which we hear complaints when prices go up but never when prices stay the same or drop below what Americans have to pay.   Funny how that works...

Currently,1 Thai Baht = about 3.12 cents in US currency, down a bit from last year.   So maybe that coupled with other factors are pushing prices up in Southeast Asia.  I can't say for sure though because I am not an economist.  I think you should reach out to a certified, gold or platinum reseller in Thailand to see what options are available to you.   See link below.

Adobe Partner Connection Portal

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Jun 11, 2019 Jun 11, 2019

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I am, in fact, an economist. That's irrelevant and, to be frank, utter nonsense.
Prices do go up, indeed, but we're talking about a 129% increase. By the way, the cost for the same subscription in the US is 79.99$, or about 2,500 THB. That's 20% less than what they're now asking.
That's not really my issue, though, a company is free to charge whatever they want.

The problem is a company making up unbelievable stories to try and wiggle out of grand-fathered contracts. How many companies ask their customers to cancel their accounts instead of updating their payment method?
That's actually illegal in many countries.

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New Here ,
Jan 10, 2024 Jan 10, 2024

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I am having exactlyt the same issue with Digital Rivers. It's unvelievable! 

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Community Expert ,
Jan 10, 2024 Jan 10, 2024

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use another authorized reseller if you can't purchase from adobe.

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