Unable to update my payment info

[nainravinder]

Hi,

I have subscribed to the creative cloud annual single membership plan. I have been given a new credit card in lieu of the old card I used to pay for the annual subscription. I need to change the card information. But everytime I try to update the information I receive the following error message :-"invalid card, please check card details"

I have tried all possible iterations :- multiple cards, multiple browsers but nothing works. Even tried getting the card details updated by an Adobe customer care representative (after a couple of live chats that did not help). Even the Adobe representative could not help.

Please let me know if I will be able to change my card details at all?

I have been provided a case/reference number - 211082001

Regards,

[Jeffrey_A_Wright]

Nainravinder you can check the charges to your account at http://www.adobe.com/.  You can find more information about managing your membership at http://forums.adobe.com/thread/1146459.

[nainravinder]

Hi Jeff,

Thanks for replying, but this doesnt help. I have already tried everything mentioned in the link provided by you. The problem is Adobe's system won't let me update the information.

Let me know if we have a solution to my specific problem.

Thanks

[Beverley Gray]

Hi there

I will arrange a call back to assist with updating the payment details.

Thanks

Bev

[Ben Loh]

Dear support,

I've got the same problem as NainRavinder too. My credit card was cancelled as it was stolen. I had to reenter new details but got the same "invalid credit card message". I've contacted the bank and they confirm no other charge has attempted to come through. I have contacted your tech support team and they've given me a case number : 0211246099

Would appreciate if you could simply clear my account and allow me to reenter my credit card details or expedite this issue as soon as possible.

Thank you!

Ben

[Beverley Gray]

Hi Ben

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

Thanks

Bev

[code81]

Hello Beverly:

I chatted with a customer service representative about the same issue on friday and I was told I was going to get a phone call today from you guys but I haven't recieved it yet. Would you please make sure I get the phone call? Would it be faster if I called you?

Sincerely,

Henrry Moreno

[Beverley Gray]

Hi Henry

I'll arrange for someone to contact you to assist with this.

Thanks

Bev

[Paul Allec]

Beverley Gray,

I continue to receive emails from you from time to time. My preferences show that I do not follow anyone and I am not subscribed to any threads.

[adobe-admin]

Here are screen shots of your account. You are subscribed to three threads and one person:

To check your subscriptions please click on Your Stuff (near the top of the page), select Profile, then click on Manage Email Notifications in the gray sidebar (under Actions).

That should list thee notifications you are subscribed to.

Check the boxes next to the ones you want to stop and then click on Remove Selected Notifications.

Thanks!

[code81]

Hi Beverly:

I did get the phonecall from your customer support team but at the tie they could not offer me a solution and asked me very politely to be patient. The thing is, today is my last day before my subscription expires and I really need the software. I have the credit card ready to go. I don't want o lose this subscription. Help!!!

Sincerely,

Henrry Moreno

[Gurpreet_]

@Henrry Moreno, I am looking into your issue and have sent you the information in the email. We apologize for the inconvenience that you went through because of this issue.

[ferozebabu]

Hi

I also have the same issue. Getting the message "Card is invalid, please check card details"  when tried to change the credit card details. Tried with 2 cards different browsers on mac and PC. Always getting the same error. I have been given a tel number from the chat . 0124 4003810. But no one was picking up. Now my subscription will expire in 7 Days. What should I do? Please advise

[Gurpreet_]

@ferozebabu, I will check with the concerned team and get back to you.

Sorry for the inconvenience.

[NorbertmMikolajczyk]

I have the same problem! please help

[Jeffrey_A_Wright · Accepted solution]

NorbertmMiklajczyk if you are facing billing difficulties then please contact our support team. For the best assistance, I recommend our chat support at http://adobe.ly/yxj0t6.  Our chat representatives can provide a personalized experience to resolve the issue you have described.

[Lau_Girau]

I'm having the exact problem trying to update my card, I already spoke with three people on the chat and two by phone, I just don't know what else to do. Nobody is giving me an answer.

[mercurygrafx]

I'm having the same problem too. "We're sorry, something seems to wrong on our end. Please try again later." I cleared all history, cookies, etc,. used other browsers, tried again later still can't get past this error. Adobe makes me wait 46 mins to talk to someone. That's bad too. What is going on with Adobe? Hacked, lousy customer support, can't simply update credit card... what's next? This is unbelieable.

[Priyanka1981]

I am having same issue. When I try to enter a credit card number it says "card is invalid, please check card details" but I can use this on other website and shopping. I now have only 1 day remaining of my subscription. Try contacting web chat and customer care, no one was helpful.

[Jaspreet]

Hi Priyanka

We are looking into this issue and I have also sent you a private message in this regard.

We will try to resolve your issue at the earliest.

Thanks

Jaspreet

[nainravinder]

Hi,

I was contacted by Adobe by mail, and the issue resolved. Thanks.

Ravi

[ilokano72]

I am somewhat relieved to see I am not the only one having this problem. I have already talked to chat support but they are not helpful at all. They asked me to call phone support. Unfortunately my Skype connection is not very good at the moment.

[Beverley Gray]

Hi ilokano72

I'll arrange for someone to contact you regarding this.

Thanks

Bev

[ilokano72]

Thank you. I hope to resolve this today.

[ilokano72]

Hi. Nobody's contacted me yet. My Adobe software has reverted to free and counting down 7 days. I signed up with 1yr commitment and my worry is your system might terminate my account and I get charged 50% of the annual cost. I tried calling Adobe call support but the line via Skype is too choppy.