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,

[Beverley Gray]

Hi ilokano72 - you will be contacted soon.  Don't worry, you won't be charged an additional amount.

Thanks

Bev

[BrArweeFSC]

Hello. I seem to have the same problem and I've been trawling the net for similar cases.

My old card was misplaced and had been discontinued so I was trying to put in the new details for the replacement card. The form you have on the website is quite different from all the other e-commerce forms I've encountered: no type of card (visa, mastercard, etc), no name of bank and no security number options. I've been told that my card is invalid and I should check my card details which I find strange because the only detail the form is asking for is the credit card number.

I was in touch with three different customer support personnel (2 on chat and 1 on the phone) yesterday trying to solve the same problem. One sent me a link to the help page, one gave me a customer support phone number to call but the number was invalid and the last one (who I was able to call using a different support phone number) tried to guide me through the process (which I already tried to do myself prior to calling customer support) but told me that because my account had expired (because I couldn't update the card details) I would have to subscribe again using a new Adobe ID.

I would like to know if the last option is my only recourse to getting back on Creative Cloud?

Thank you.

[Gurpreet_]

@Arianwen, please check the private message in reference to your issue.

[ilokano72]

Hi @Gurpreet*

Got your pm. I need clarification on what you mean by making a new order. Do I need to signup to a new annual subscription? Can I do that with the same Adobe ID? What will happen to my previous annual subscription?

Thanks in adv.

PS

I also got an unlisted call around noon today and I suspect it was from Adobe. Unfortunately I was in the middle of a meeting.

[Gurpreet_]

@ilokano72, I hope I have answered all your questions.

[ilokano72]

@Gurpreet* Thanks for the help.

For people with the same prob, mine was solved by contacting Adobe support. I was told to purchase a new subscription and the original order will be cancelled by Adobe. I had some problem doing this while logged in to my Adobe account. I was able to continue with my purchase by logging out first, registerting for a new Adobe CC account, then logging in during the checkout process.

[ilokano72]

I spoke too soon. Not sure if my problem is solved. My card was deducted with the monthly fee, but I never received a confirmation of the new account from Adobe, and my apps are still in expired mode and only 5 days left to go. What should I do?

[Gurpreet_]

@ilokano72, please send me the new order number in email. I will keep a watch so that it gets processed smoothly.

Thanks!

[ilokano72]

Hi @Gurpreet* I still haven't received any email confirmation from Adobe and no order is showing in my Adobe account. But like I mentioned in the PM, my bank account was deducted the monthly fee under VISA-DIGITAL RIVER. What's going on with your payment system. Please tell me I have not just wasted 50 USD? I really need help with this. I only have 4 days left in my installed apps. I have several projects lined up that will be seriously affected if my apps are deactivated. Following up with support is eating up hours that I should be spending with work. And I am no longer confident that I will not be charged 50% of the annual subscription if my account gets automatically terminated. Not very happy with this.

[Gurpreet_]

@Jasper(ilokano), We will contact you on Monday and sort this out.

Thanks,

[chsoaresss]

Hi. I think I'm facing pretty much the same problem. Whenever I open any of the applications I get a Subscription Reminder telling me that my subscription will expire soon and that I should go to the Subscription Manager and provide a credit card. Although the subscription manager does show my credit card information, it says the next payment is due 08/28 and well, it's 09/04 already, so I guess it's not working, but I can't add a new credit card either because it gives me the "invalid card, please check card details" error. That's pretty weird as my subscription was renewed last month with no issues at all. What should I do?

[ilokano72]

Yup that's pretty much how the problem started for me. Unfortunately I cannot give you any good news as my prob is unresolved until now.

After chatting with Adobe support, I was told to register for a new CC subscription using the same Adobe ID. That I did, but this compounded the problem because my Visa was charged the amount but I never got email confirmation from Adobe about the new subscription, the order did not appear in my Adobe account transaction history, my Adobe apps are still expiring, and the only proof I have that I paid for a new subscription is the transaction history I have in my bank account.

My latest contact with Adobe was Sep 3 and I still dont have any update. I think they reset my app expiration because it should have been 0 days yesterday but today my app reminder says I have 5 more days before my apps expire.

Very. very. frustrating. And something I did not expect from a big company like Adobe. It's all messed-up and I am close to regretting signing up.

[chsoaresss]

Just tried the chat support and I was told my subscription is active and that I should just ignore the expiration notices. I hope they are right, don't feel like waking up tomorrow with no apps to work with plus a big fine for allegedly cancelling the annual subscription.

[ilokano72]

My Adobe account has expired and I don't have tools for work. PLEASE HELP I have several deadlines on the line this week!!!

[ilokano72]

I logged out of Adobe Updated and logged back in. My apps reverted to trial again saying I have 6 days, then it reloaded to say it's trial with 30 DAYS! Seriously something is very broken with CC, when are the Adobe folks going to 'fess up!!!

[chsoaresss]

Just got an email saying that my subscription got cancelled. I don't even know what to say, Adobe. I just hope I didn't get charged with that 50% cancellation fee because of something wrong with your renewal system.

[ilokano72]

And mine is back to a trial. I got a call from a different support staff and still no resolution for my problem. He says that my order failed. How could it have failed when my bank was deducted (mine is a debit card). I guess my Adobe CC will also cancel when this trial expires. Support says I will not be charged the annual 50% but seriously at this point I dont trust that will not happen.

Could you let me know if you will get charged the 50%? Mine is a debit card, I might as well close my bank account before that happens.

I am beginning to think Adobe CC is a scam.

How many are we out there who has trouble with the payment system?

[chsoaresss]

Support said I won't be charged either and I can't exactly check because the subscription was a birthday gift from my mother and, to make it even more complicated, she's currently on a plane to Spain. I guess I'll just hope that everything gets sorted by itself, not even the mods are replying to this thread anymore...

[Beverley Gray]

Hi chsoaresss

You won't be charged a cancellation fee.  I can see that you've signed up for a new membership so hopefully you won't have further issues.

Thanks

Bev

[Beverley Gray]

Hi ilokano72

You won't be charged the cancellation fee.  The support team is working on your issue and will be in touch when they have an update.

Apologies for the frustration caused.

Kind regards

Bev

[Spirik]

Hello!

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. And its just one day remaining of my subscription.

[Beverley Gray]

Hi Alexander Spiridonov

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

Thanks

Bev

[Spirik]

Thank you!

I've already contacted Russian support team (I am from Russia) and they suggested me to cancel current subscription and place new order (with the new Credit Card info specified). And that's exactly what I am about to do.

Hope the issue will be fixed soon! It is really essential feature, to let users easily update their payment methods.

[asdl247]

Hi Beverley,

I have the same problem as Alexander and I need help! I have to update my card details and keep getting the same error message "Card is invalid, please check card details". To my misfortune I had not seen the notification until today, and today is the last day remaining of my subscription. Please, please, please help.

Thank you.

[Beverley Gray]

Hi asdl247

I understand that the subscription has been cancelled so you will be able to sign up again.

Apologies for any inconvenience caused.

Thanks

Bev