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,

[nyfd]

Hi, I have the same problem - "Card is invalid, please check card details", how can I update my credit card details?

[Gurpreet_]

Hi nyfd,

Please check the private message for information regarding your order.

Thanks!

[ilokano72]

My Adobe trial will expire in 7 days. I still want to get another subscription but I do not want to go thru the same nightmare like last time. Or losing another USD50 (which by the way was never refunded to my bank). What do you suggest should I do and many others like me who encountered problems renewing our account. What is my assurance that if I get another annual account, the renewal will not fail. I do not want to get monthly and purchase new subscriptions every month.

[Spirik]

In my case Support Team offered me cancelation of my current subscription without extra penalty. So it is generally a good idea to contact them before your next scheduled payment time comes (in case you are facing issues with changing your Credit Card info).

[ilokano72]

I just learned about the security breach involving Adobe accounts. Would that explain what happened to my account? And to others here with the same problem?

[Beverley Gray]

Hi ilokano72

No, the issues you experienced were not related to the security breach.

Thanks

Bev

[Wilson Lourenço Jr.]

Hi support team!

The same story here. Have to update my expired credit card info with renewed credentials, but with no luck. "Card is invalid, please check card details" message is all I got.

I try other data, other browser, but no sucess.

what can I do to change the credit card data?

[Beverley Gray]

Hi Wilson Lourenço Junior

Please phone the support team who will assist with cancelling the subscription and  you can sign up with your new credit card details.

Thanks

Bev

[Wilson Lourenço Jr.]

Any other method?

I'm from Brazil, hat is the phone number for brazilian portuguese support?

[Beverley Gray]

Hi Wilson Lourenço Junior

Here is the support number for Brazil: 08008921704

Thanks

Bev

[Wilson Lourenço Jr.]

The plan as canceled by the support team, but now i cannot complete the nem subscrime.

1 - i access https://creative.adobe.com/plans?plan=individual&store_code=br

2 - select educacional plan, student.

3 - step 1- i informe my adobe id - OK

4 - step 2 - i fill the fields about school - OK

5 - when it starts loading the step 3, I need to inform the adobe id again, however it is not accepted

i try any browser, excludes temporary and cookies

[regimusprime]

I too had an issue with my card being stolen, went to update payment info in the system and keep getting "We're sorry something went wrong on our end please try again." My payment is due tomorrow (or really in 15 minutes,) and I don't want to end up buried under more stress because someone picked the worst time ever to do an illegal thing.

[Amitashi]

I can't update my credit card information and my old card is near to expire! Please contact me and help!

[Amitashi]

I contacted my regional support and they suggested to make a new subscription with new bank card. In this case old subscription closes without penalty. After making new subscription you need to write an email to support with new offer number and with details about tha shit, I mean about why you made new subscription. When you'll get confirming email, you will need to relogin to Creative Cloud through Creative Cloud program. Go to options then to account tab and press button to exit Creative Cloud, then login again.

Adobe, you're so big, why should we bore about it? We pay you a lot, so do your private dance good!

[alereba]

Hi everyone:

I also have the same issue. Getting the message "INVALID_CARD" when tried to change or add new credit card. Tried with 2 cards different browsers on mac and PC. Always getting the same error. Please I urgently need to change this card before next payment.

Thanks everyone.

Ale

[Arnaud_Mélon]

Hello Alereba,

I am currently working on your case and will get back to you when resolved.

Thank you.

Arnaud.

[alereba]

Good morning,

Thank you very much for the quick response. Please tell me how should i do

to change my credit card because it is telling me "invalid card" with every

card that i add that are working perfectly.

Thank you,

Alessandra

[alereba]

Hi, now the option to input or view credit card has dessapeared completely. I've tried different browsers and same result.

I had a chat with customer support some days ago and told them I needed to cancel my one year subscription plan on Creative Cloud. They told me I had to pay a fee of 50% of the remaining months, so I accepted. The thing is I didn't want to be charged to the current credit card in my account, so I was trying to change it to a new one. I wasn't able to change it and now customer support already initiated the cancellation. How can I use another credit card for cancellation fee?? They told me cancellation should take place on May 4. I need to be charged to another credit card.

Please help!

[Arnaud_Mélon]

Hello Alessandra,

I am sorry for the lateness.

I have checked your account and I can confirm you the subscription has been canceled without fee.

You will not be charged and therefore you do not have to worry to change the billing information as the subscription has been ended without penalty fee.

Please let me know if you have any questions.

Arnaud.

[alereba]

Thank you very much!!!

[Alniks]

Same problem here. My card has expired and I cannot add a new card with the message 'The card is invalid...

[Alniks]

I wrote to customer service and received no reply . It seems that adobe doesn't care and just don't want to get the money.

[Beverley Gray]

Hi Alniks

I'll arrange for our Russian support team to contact you regarding this.

Thanks

Bev

[Alniks]

Hi Beverly!

Your arrangements helped and Russian team contacted me. We decided to cancel the old subscription and I made a new subscription to the same plan.

Thank you for your help!

Alex

[Beverley Gray]

Thanks for letting me know Alex - glad to hear it's resolved.

Kind regards

Bev