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Question

Your Creative Cloud subscription needs attention

Forum|Forum|12 years ago
November 18, 2013
38 replies
36529 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.

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S

ssmith1429

Participant

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

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

Inspiring

Hi Mikhail

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

Thanks

Bev

P

phoola

Participant

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

Inspiring

Hi Paula

Sorry for the frustration caused.

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

Thanks

Bev

B

BenHarrison

Participant

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

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

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

Inspiring

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

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

Known Participant

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

Inspiring

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

Known Participant

ok.ill try it. thanks.

Beverley Gray

Inspiring

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

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

Beverley Gray

Inspiring

Hi John

The issue was resolved by resubmitting the payment request at our end.

Thanks for your patience.

Regards

Bev

Beverley Gray

Inspiring

Hi johdoo

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

Thanks

Bev

richardt52826877

Participant

I, too, am getting the notice to update my payment options to avoid a lapse in service. When going to my account, however, all the billing info is correct. I have tried re-entering all the info again, just to be sure, and I get a reply that says, Invalid Address - The actual address I've used for years, and the billing address for all my cards. Today, I got 6 identical emails from Adobe, notifying me once again that my billing info needs to be updated. Here's a copy of the chat I had. The agent obviously had no solution for me. I am a professional photographer, and cannot be without Lightroom or Photoshop for even a day. PLEASE, reassure me that my service won't be interrupted, and that my card ending in 6446 is being charged as indicated in my payment information. I know I'm not alone in my assessment that Adobe Service is awful. Like many Adobe Clients, I feel neglected and abused by Adobe, and I've yet to see or hear a single word about improvements to this situation. I do appreciate your presence here, but a long term professional client shouldn't have to suffer the lack of meaningful expert service that characterizes Adobe's Customer Support.

Here's the chat transcript:

Blessy: Hello! Welcome to Adobe Customer Service.

Blessy: Hi Richard !

Richard Tilton: hi

Blessy: could you please be more specific?

Blessy: Are we still connected?

Richard Tilton: Got a notice thhat payment method is about to expire on my CC plan. When I got to the account settings page, the information already showed my current credit card. strange. anyway, i clicked on "use this billing address", it wouldn't accept it. i tried re-entering everything, re-checked everything multiple times. no dice.

Blessy: I truly understand your concern.

Richard Tilton: you already have ALL the correct information!

Blessy: Kindly review chat window time to time for my response. Please do not close chat window or browser tab until we have completed working on your issue today.

Blessy: Please allow me 1-2 minutes while I check that for you,

info: Your chat transcript will be sent to dick@picturesofmaui.com at the end of your chat.

Richard Tilton: please give me time to respond. you asked are we still connected while i was trying to answer.

Richard Tilton: can you tell when i'm typing an answer?

Blessy: I am sorry for the inconvenience caused to you.

Blessy: Thank you for staying online.

Blessy: I check and see that you have subscribed for Photoshop Photography Program (For CS3+ customers) on 11/29/2013 with the order # AD010380235.

Blessy: I see that the subscription is Active and the next billing date is on 30 Jan 2016.

Richard Tilton: i got a notice that payment method was expiring. do you see that?

Richard Tilton: Courtesy reminder Your preferred payment method is expiring soon. Please edit your payment details to avoid a lapse in service.

Richard Tilton: Should I ignore the notice? Are you still there?

Blessy: I am sorry for the delay.

Blessy: ?You have received an email because, the next billing date is on 30 Jan 2016

Richard Tilton: No. Please read my message.

Blessy: Let me explain.

Blessy: So, it is just an confirmation email that the subscription is yet to get charged on so and so.

Blessy: Please update the card details so that the payment goes through on the account with no issues and the subscription will be Active.

Blessy: if your card is perfectly alright, please ignore the email.

Richard Tilton: OK. However, I have spent almost an hour trying to fix a problem that doesn't exist, according to you. This is a serious oversight, and I'd like details of this chat forwarded to someone so that it doesn't happen again. I have been an Adobe customer for many years, and I depend on you products.

Blessy: I am really sorry for the inconvenience caused to you.

Blessy: As it is an confirmation email, all our customers will receive an email to update the card details.

Blessy: So, please ignore the email.

Blessy: You will also receive an email confirmation of our conversation today.

Blessy: Is there anything else I can help you with?

Blessy: Are we still connected?

Blessy: Since we have not heard from you for some time, we will now end this chat. Please click to chat with us again if we can be of further assistance.

Blessy: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!

Beverley Gray

Inspiring

Hi richardt

Please accept my apologies for the frustration caused.

We are aware of an issue where some customers received multiple redundant expiring credit card notifications and this is being investigated by the IT teams to ensure it doesn't happen again.

Your payment details were successfully updated prior to your December renewal and this card will be used for future renewals - card ending 6646.

Kind regards

Bev

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