"Creative Cloud Membership Renewal Has Failed" solution ?

Report · Oct 21, 2018

Hi all,

I bought a creative cloud photography plan in April 2018. Since then, monthly payment was deducted till August 2018. Still I kept getting, 'we are unable to bill you' mails every now & then. I updated payment options every time. Two days ago, I got the same mail and today morning, my subscription was cancelled. I tried updating again with different credit cards. Didn't work. Tried chatting with customer care, the rep just ended the chat halfway and sent a me case closed mail.

I need the portfolio site urgently. And Adobe is of no help right now. Did any of you had a problem like this? How did u solve it?

Adobe Creative Cloud

Report · Oct 21, 2018

HI Anjums,

I haven't experienced this myself... how frustrating!

I assume that when you updated payment info in response to the "unable to bill you" e-mail, you followed all the steps to make sure the new payment went through (Learn how to make a payment after your payment fails). If that's the case and you have also tried all standard methods for renewing or restarting your membership without success, I'm afraid your only recourse is to talk directly with Adobe. On rare occasions, I have ended up chatting with a customer care representative who was not helpful (though no one has ever "hung up" on me mid chat... that would make me crazy). My solution in those situations was to politely disconnect and try again with another rep. That is what I think you need to do here. I can't imagine they wouldn't want to do everything in their power to help you, since you are/want to be a paying customer.

Let us know how it goes!

Report · Oct 22, 2018

Hi DelphiZoa,

Yes, I had done all the steps that you have mentioned here before posting. None of them worked. I tried chatting again and the sales rep has asked me to wait for 72 hrs until the error goes away. I hope Adobe comes up with better customer services soon.

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Thank you for your help