Participating Frequently

Question

Your Creative Cloud subscription needs attention

Forum|Forum|12 years ago
November 18, 2013
38 replies
36521 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.

Show previous replies

C

Citrus_Hammer

Participant

Hello,

I'm basically having the same problem. When I was charged on the 1st, I didn't have the 50 dollars in my bank account. Now that I do, I want to make the payment but I can't find a way to.

Thanks in advance

-Brooke

Arnaud_Mélon

Adobe Employee

Hello Brooke,

I have verified your account and seen the payment has processed on June 6, 2014.

Let me know if you have any questions.

Cheers.

Arnaud.

A

Angelo Alabiso

Participant

Hi

I have a problem identical to the previous, when I open an application of the creative cloud tells me that there have been problems with payments. Even though I updated the data of the credit card I still have the problem. I contacted Adobe support who told me to contact the bank. The bank told me that the payment was denied because Adobe does not support the Visa Electron card, but for 11 months I paid regularly.

Using the very Creative Cloud and honestly I would avoid deprive myself. Can you do anything?

J

Jaiheravi

Participant

Hi,
I have the same issue with my account! All the billing information is correct but the payment fails.

Thanks,
Jaime

Arnaud_Mélon

Adobe Employee

Hello Jaime,

I am currently working on your case.

I will let you know when resolved.

Thank you for your patience.

Arnaud.

Sebastian_Smolak

Known Participant

Hi,

I have the same problem. I've updated my credit card information. I have only 4 days left to the end of subscription. Please help.

Thanks,

Sebastian.

K

k76

Participant

Hello,

I am having the same issue as the topic creator. I got an email that says:

"Your Creative Cloud subscription needs attention" and

"We have been unable to bill the payment method on file for your account. To make sure you have uninterrupted access to Creative Cloud, please take a moment to update your billing information."

However, my credit card info is correct and has no problems with other vendors. Please advise.

Thanks,

Kaleb

Arnaud_Mélon

Adobe Employee

Hello Kaleb,

I have checked your account, the subscription is active and the payment has been done correctly on March 23, 2014.

Please ignore the email and let me know if you have any questions.

Thank you.

Arnaud.

C

cereusly

Participant

I've been having issues with my Creative Cloud billing since September. Same issues listed by everyone else here. Every time I talk to anyone in support, they reactivate my subscription and give me an extension, but Adobe still cannot seem to process my payment. I have talked to my bank, and there is nothing wrong on their end. I spoke to someone a couple of days ago, my subscription was reactivated, and I checked to make sure my billing info was correct. I don't know why I wasn't immediately charged to secure the subscription. Now, mysteriously, my subscription is inactive again, I have no way to access it, and I'm going to lose CC access in 11 days. Please help me resolve this once and for all. It's quite frustrating. I just want to pay for Creative Cloud and use it without this hassle.

Beverley Gray

Inspiring

Hi cereusly

I'll arrange for someone to look into this and follow up with you to resolve.

Kind regards

Bev

M

Mirrabooka

Participant

Is this a scam, or just one major C---up. I have had to change my credit card details because some thife used my last one to buy stuff I would never have bought. I was one of the ones Adobe sent a letter too as my details where breached. Someone should make a video of this whole fiasco and post it on you tube. Oh wait we cant because we cant edit the footage, because our subcription ran out, because ADOBE cant get there act to gether. Gotta love the irony of it all.

C

Cletus_Johannes

Participant

I am having the same problem, as a consequence of the security breach my only debit card was blocked and I couldnt perform any kind of payment. I went through a lot of trouble to get a replacement which has not arrived yet and even got a credit card instead. I have been attempting to submit it for over a week now in order to pay and continue to use my licenses. I have a lot of work to complete and I am extremely desperate to pay.

The main problem is that I get the message "It seems that the billing adress does not match the adress on your card" Although it is the sact same adress. Today I got an email stating my next billing cycle ends in 26-October-2013 which was months ago.

Can you help me?

C

Cletus_Johannes

Participant

I forgot to mention that I have tried to renew the subscription since it has now become inactive and stil got the same problem.

S

Skeet_McPeet_III

Participating Frequently

ANYBODY from adobe please contact me right away. you are stealing money from me by locking me out of software i have bought. i have cs6 prod premium, not the silly cloud, but it has locked me out and tells me i need to renew the subscription. my shop cannot work without access to illustrator and photoshop. your greedy drm only penalises your customers like me, it doesn't stop the pirates

S

silvermoonmark

Participant

I'm having the same problem too. I try updating my card information and it tells me that there is a problem on the Adobe end and to try again later, meanwhile I can't launch any of my products. It's been doing this for two days now. Is there anything you can do to help me out?

Beverley Gray

Inspiring

Hi silvermoonmark

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

Kind regards

Bev

J

jostone80

Participant

Hi Beverley,

I am having the same problem as many others here. I can't update my credit card info in my account - every time I do so, it doesn't seem to save it and so I am getting emails saying that Adobe can not take payment.

I've spoken to customer support via LiveChat and they weren't able to help. They said someone would ring me back but no one did. Are you able to help me with this?

Many Thanks,

Joanne.

L

Luovat_ry

Participant

We have the same problem. First payment went well, second didn't and now we are on countdown - 6 days left. I have tried to find a solution to this problem with no luck. Our billing information is correct.

Working hours are for working not finding solutions to Adobe-problems. This is very frustrating situation for us.

Please help.

Thanks in advance,

Janika

Beverley Gray

Inspiring

Hi Janika

I've asked someone from my team to contact you to assist further.

Thanks

Bev

L

Luovat_ry

Participant

Hello Bev,

Arnaud Melon just send me an email saying that you guys can not reach me because I have not provided a phone number. There is a phone number in my (our) billing information. And obviously I can't send my number to the email where the message came because it is a noreply. Where should I provide this information (phone number).

I do not understand. I tried to solve the problem by retyping my billing iformation but with no success. An error occures every time I try to retype and update my credit card and billing info. I'm clueless on what to do.

thanks,

Janika

B

blakewatson

Participant

Same general problem.

Every time I try to update my billing info, I get an error message saying that something might be wrong on Adobe's end and for me to try again later or contact support.

C

cirellas

Participating Frequently

Mee tooo I am desperate, I have to deliver a project in a few hours and nothing opens... Is says that billing should have charge me on November 11th, but my plan seems to be inactive.

please helppppppppp

PLEASE TAKE MY MONEY!!!!!!

T

timumney

Participant

Hi Bev

I am having the same problems too, can you please see if you can sort out my billing details. All of my Credit Card info is correct (the card # ends in 77) and payment was supposed to go through on Nov 16 however I now only have a short time until it stops working and I am no longer able to earn a living.

There have been 8 deductions of $1.00 over the last week so you can obviously access my account alright. I'd like that $8 back too please when you do sort out the issue.

I have spoken to Live Chat (after a very long wait) and after confirming that the problem is at Adobe's end, in your Customer Service persons words

"Tim , we are aware of the issue. We are facing difficulties in renewing the subscription from our end."

they have added an extra 10 days to my account however this has extended my renewal date to 25 November, which has already passed, so no use at all!

If there is anything that you can do I would really appreciate it

Thanks in advance Tim

J

joshtreestuff

Participant

TAKE MY MONEY.....PLEASE !

lucaspatecki

Participant

you block four times 1.00 euro on my credit card 1 week ago!!! so give my money back!!!!

Show more replies

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded