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J
johdoo
Participating Frequently
November 18, 2013
Question

Your Creative Cloud subscription needs attention

  • November 18, 2013
  • 38 replies
  • 36519 views

Hi,

I'm one of a number of frustrated Adobe Cloud 'users' who is repeatedly being sent this message even though I have updated my credit card details several times and i *know* they are 100% correct. Adobe can't seem to find a solution to this issue and if it has affected you please post a message below - maybe if we all add to this discussion Adobe will invest more time and energy into sorting out this subscription mess. So go on, how many of us is this actually affecting?

John

ps - any solutions would be useful too - but if the situation continues Adobe will have fewer CC members in the coming months.

    This topic has been closed for replies.

    38 replies

    Show previous replies
    S
    ssmith1429
    Participant
    December 9, 2013

    I have an issue with my account not being credited for a payment that Adobe received in November.  I have chatted with different reps 4 times and spoke to one on the phone.  That is 5 separate occassions with each one telling me that the problem has been solved.  Well as of now, I am still getting a pop-up telling me that my subscription will stop working in 6 days.  I go on my Adobe account and even though it shows the invoice with a payment in one section, under my account it shows the last payment as 10/15/2013 but not the last payment on 11/15/2013. (And Yes, I do have proof from my bank statement that Adobe did in fact receive the November payment)

    I sure hope Beverley Gray will read this and correct it like it seems she has a lot of others.

    This is just plain ridiculous!!

    Thank you so much for taking care of this Beverley!!  Your a champ. 

    Message was edited by: ssmith1429

    M
    Mikhail Romanyuk
    Participant
    November 29, 2013

    PLEASE HELP. I have same issue. My subscription gives me message almost every hour saying that it will be finished in few days and no payment method is assosiated with my account. But my information is there. Instead of happily working and teaching I am spending a lot of time on searching through Adobe web sites. Payment had to be done on 23 Nov. But it did not go through.

    Thanks,

    Mikhail

    Beverley Gray
    Beverley Gray
    Inspiring
    November 29, 2013

    Hi Mikhail

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

    Thanks

    Bev

    P
    phoola
    Participant
    November 29, 2013

    I'm getting really frustrated about these problems too.

    First, I battled with multiple attempts (online and by the phone) to update my credit card information (case #0211662728). Now my credit card information finally seems to be up to date and Adobe has even made a couple of fund reservations (1 euro) from my bank account. Still I receive emails stating that they can't bill my account.

    So, they are reserving funds from my bank account, but are unable to bill me. My account information states that my next billing date is November 21st. I would really like to solve this problem before my account gets suspended. I use the same credit card for other online-payments and everything works like a charm. And yes, there is always enough money on my bank account.

    The problem is clearly on Adobe's end. And these problems seem to affect so many people that I would have expected a better overall response from Adobe. I am very disappointed and would stop using Adobe's products if they wouldn't be so crucial for my work.

    Cheers to Bev, who seems to be helping a lot of people with these issues.

    Regards,

    Paula

    Beverley Gray
    Beverley Gray
    Inspiring
    November 29, 2013

    Hi Paula

    Sorry for the frustration caused.

    I'll look into this and let you know when resolved.

    Thanks

    Bev

    B
    BenHarrison
    Participant
    November 29, 2013

    Hi Bev

    Can you update my account too - billing information is correct (with the new debit card I got as a direct result of the adobe letter) but If you go to change it, the form is filled in with old card details and remains that way even if you refresh cache, change browser or try to update again.

    Thanks

    Ben

    S
    StefanS77
    Participant
    November 28, 2013

    Hi Bev!

    I need help aswell. I want to change creditcard but I can't. My Premiere Projects wont open and My clients are getting frustrated. Can you help me?

    Regards

    Stefan from Sweden

    A
    Anonymous
    November 28, 2013

    ATTENTION ADOBE SUPPORT:

    Please send out a message to all your agents with this error and the fix.

    I have spoken to 5 of my friends (All photographers or graphic designers) that I know who have the Creative Cloud Suite here is Brisbane, Australia (These are my friends, people I actually know, not through another forum), and they are all getting the same message.

    You must send out a notification to your agents and pin a post on the community forum to help resolve this issue.

    Bev, you seem to be the only person on the support team that does anything (so I feel for you), so Please......please.....please help everyone out, even though I got mine sorted I know I have 5 friend who haven't

    Beverley Gray
    Beverley Gray
    Inspiring
    November 28, 2013

    Hi JustLearning

    Thanks for your feedback and sorry for the frustration caused.

    We are working on resolving the issues with billing that's affecting a number of customer accounts.

    Fixes have been put in place but we understand that there are still some customers who need additional assistance.

    Kind regards

    Bev

    S
    sawitric
    Participant
    November 26, 2013

    Yes It happened to me as well and no one solve this problem yet. I can't cancel my account otherwise Adobe will charge me 50% of my remaining contract. What am I going to do. Adobe turned my accountto Free and it has 2 days left. The Chat agent said someone will call me in 24 hour. I hope they will do.

    Best,

    Sawitri

    LauriAaltio
    LauriAaltio
    Known Participant
    November 22, 2013

    it says "we are having trouble verifying your membership"billing issue?

    Adobe has the same problem with my account. What to do?

    I updated visa card info and renewed my account subscription....

    Beverley Gray
    Beverley Gray
    Inspiring
    November 22, 2013

    Hi LauriAaltio

    Could you please sign out of the Creative Cloud desktop app and sign in again.  This should associate your Adobe ID with the active membership.

    Kind regards

    Bev

    LauriAaltio
    LauriAaltio
    Known Participant
    November 23, 2013

    ok.ill try it. thanks.

    Beverley Gray
    Beverley Gray
    Inspiring
    November 18, 2013

    Hi John

    Payment has now been processed successfully and your account is active.

    Please accept my apologies for the frustration caused.

    Kind regards

    Bev

    J
    johdooAuthor
    Participating Frequently
    November 18, 2013

    That's great. Thank you.

    But can you say what the issue was and how it was resolved? This information may be useful to others suffering the same problems - and will be helpful should the errors re-occur.

    Thanks,

    John

    Arnaud_Mélon
    Adobe Employee
    Arnaud_Mélon
    Adobe Employee
    February 4, 2014

    Hi Bev, I just receive an email from Adobe telling me that you were not able to charge my credit card AGAIN! I cancelled my september anual plan after a very long proccess with you, you returned me the money you charged and I started in December another anual plan and you charged my credit card with the first month fee with no problems at all, and again you have not been successful to charge me the second month. This is so exasperating! I just want to work with your products without having this annoying mails that tells me that you can charge me, I just have two credit cards for god sake! and they are both in your system!!!!!

    Last time I had to be a hole month without your products. Please PLEASE PLEASE do not do this again, I just want to work! Activate paypal or any another method of payment, why do you still work with a system that is not working in the right way? why do you continue dissapointing clients all over the world? We are willing to pay you for your products COME ON!

    Bev, please help me. It seems you are the only one that actually answers.


    Hi Cirellas,

    I will get in touch with you to resolve this issue.

    Thank you.

    Arnaud

    Beverley Gray
    Beverley Gray
    Inspiring
    November 18, 2013

    Hi johdoo

    I'll look into this & let you know what needs to be done to resolve it.

    Thanks

    Bev

      E
      elcct
      Participant
      November 18, 2013

      Hi Beverly,

      I have explained the problem here: http://forums.adobe.com/message/5850679

      Basically option "Edit payment info" doesn't save new credit card information, system is still using the old one even if it shows updated details in the "Payment info" section.

      Cheers,

      Pawel

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