A

Anonymous

Question

What's wrong with Digital River ireland?

Forum|Forum|7 years ago
August 1, 2018
3 replies
2824 views

I had a subscription for photoshop and illustrator for almost 2 years. I decided to place a new order for photoshop, i paid using Paypal, Digital river got paid but i have no access to photoshop it was on 27 july.

Contacted the support but could not help me, repeating that my bank blocked the transaction, I told them that first i paid using Paypal, and i can see that i paid because i have a minus 9.99$ (photoshop) in my paypal account and i also checked tha bank account and i have a minus 98Dhs (Morocco)

I sent to adobe support the paypal transaction number, a screenshot of the paypal receipt that by the way they asked to translate from french to english!!!

So the problem is with Digital River Ireland that is... i don't know what this company is doing!?...

The support was unhelpful, Digital River get paid, what should i do now?

This topic has been closed for replies.

Rajashree Bhattacharya

Legend

Hi Youssef,

The 1 day old Creative Cloud Photography plan (one-year)

is active now. Are you still facing the issuer? Please let us know.

Thanks

Rajashree

A

Anonymous

Hi Rajashree,

Here is a resume of my journey:

- 27 july paid via Paypal for an adobe photography plan (does not show in my dashboard never activated) Raised a claim via Paypal for a refund. Case ID #PP-007-155-927-702

- 1 August paid via Paypal for another adobe photography plan (activated on 2 August) it's ok for this one Activated and working.

- 2 August paid via Paypal for an illustrator subscription (does not show in my adobe dashboard and never activated) waiting for monday 6 August to raise another claim via Paypal.

A

Anonymous

Finally problem solved, illustrator just been activated few hours ago.

I can get back to work now

Thanks

arij2010

Inspiring

Hi,

Not having access does not necessarily mean that it comes from your subscription or that your payment was not done . There are several possible causes. How many machines do you have?

A

Anonymous

One computer and one Adobe id

The subscritions are not visible in my account, except for photoshop and after the second payment.

A

Anonymous

Update,

So i paid on 27 July for an adobe photography plan always via paypal (never received any photoshop activation)

I paid again on 1 August for the same plan was activated the day after.

I paid again for an illustrator subscription on 02 August still waiting activation (i will wait another 48h maybe it's normal)

So now i asked for a refund for the first payment, i don't need 2 photoshop and waiting for illustrator activation.

What make me angry about all of this is that no email was sent from Digital River nor adobe to tell me to wait for 24h, 48 96h.... before activation, and that i had not to waste my time with the chat support or by calling because they don't have access to verify payments,

i sent paypal transaction number, screenshot of the paypal email but the support team could not check this information... because they don't have access.

What i understand is that adobe have outsourced all the payments proceedings and that the adobe team have no access to verify what's going on.

Maybe adobe should outsource the support to digital river, when there is problems like this one?!

Abambo

Community Expert

If your vendor is Digital River, you need to pass through Digital River for payment status.

I had never a problem with Digital River for other products and always got the activation code on the spot. But my Adobe subscription did not pass through them, so I have no experience on that.

ABAMBO | Hard- and Software Engineer | Photographer

A

Anonymous

You are lucky

I could contact Digital RIver if they offered support for customers, but checking their webpage, their customers are companies like Adobe, not simple people like me :-)

I checked the contact page, where there is no form to contact them but instead a search form, i used my email and the last 4 digits of the credit card (i paid using paypal) and nothing found,

And i believe that the problem should be fixed by Adoobe support team not Digital River.

The only positive thing i was able to do is to raise a claim (refund) via paypal for the first subscription of photoshop that i never received. They have to respond before 6 August, 3 days left.

Now i will wait for the other paid illustrator subscription that is really begin to take a long time to be activated.

I work with wordpress and i buy lot of stuff from internet, but something like this, never seen before,

i always receive an email telling me, Hello we received your payment, please wait 24h and if you did not received your product contact us.... bla bla

The only email i received like i said before is the paypal email: Notice of receipt for your payment in favor of digitale river Ireland.

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