Highlighted

credit card payment problems

Community Beginner ,
Nov 19, 2013

Copy link to clipboard

Copied

I've tried contacting Adobe over chat to try and resolve this, but the chat applet just hangs each time I've tried it (tested in Safari and Chrome browsers on a 2013 Macbook pro running Mavericks) I've got a couple of messages from Adobe indicating that they couldn't take payment from my credit card.  Same credit card that they've been using for over a year.  I spoke to the credit card company, they say there is no problem with the card and that Adobe has not tried to take payment.  I got them to check twice, so they are 100% sure that this is the case.

There doesn't seem to be any point in re-entering the credit card details, it's a corporate credit card and nothing has changed.

I can't find a telephone number to speak to Adobe about this and the emails sent to me are from a "noreply" email address.

Help!  How do I speak to someone to find out what the problem is and fix it?

TOPICS
Creative Cloud

Views

44.1K

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more

credit card payment problems

Community Beginner ,
Nov 19, 2013

Copy link to clipboard

Copied

I've tried contacting Adobe over chat to try and resolve this, but the chat applet just hangs each time I've tried it (tested in Safari and Chrome browsers on a 2013 Macbook pro running Mavericks) I've got a couple of messages from Adobe indicating that they couldn't take payment from my credit card.  Same credit card that they've been using for over a year.  I spoke to the credit card company, they say there is no problem with the card and that Adobe has not tried to take payment.  I got them to check twice, so they are 100% sure that this is the case.

There doesn't seem to be any point in re-entering the credit card details, it's a corporate credit card and nothing has changed.

I can't find a telephone number to speak to Adobe about this and the emails sent to me are from a "noreply" email address.

Help!  How do I speak to someone to find out what the problem is and fix it?

TOPICS
Creative Cloud

Views

44.1K

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Nov 19, 2013 3
261 Replies 261
Community Beginner ,
Nov 20, 2013

Copy link to clipboard

Copied

So to recap: asking questions via chat doesn't work (as the chat doesn't work, or there is constantly no-one there), there's no telephone number to call and no email address to contact Adobe about billing issues.

My last resort was to try via this forum and guess what - still no answer from Adobe!

Please, please, won't you fix YOUR problem so that you can take MY money?

I guess that these problems stem back to where Adobe lost all of that sensitive customer credit card information to hackers, so I can understand you being busy sorting out the aftermath of that disaster, but please - give me some way of sorting this out with you?

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 20, 2013 4
Adobe Employee ,
Nov 20, 2013

Copy link to clipboard

Copied

Hi lars64

Could you please confirm the last 2 digits of the card that should be used for payment.  I can see that a different card was used for the November payment which wasn't successful.

We can then investigate further.

Kind regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 20, 2013 1
Community Beginner ,
Nov 20, 2013

Copy link to clipboard

Copied

Wow, you guys really are in a mess aren't you.  I feel bad for you, but really you need to be more proactive with your customers over the problems that you are experiencing.  Not let them find out when you send them a "sorry to see you leave" message!

I've checked my account.  Your "Payment Info" shows xxxx-xxxx-xxxx-1234 where '1234' is really the CORRECT numbers of my corporate Visa card (to be clear 1234 is a made up number, my card ends in a different 4 numbers).  However, in "Edit Payment Info" the last 4 digits are from a COMPLETELY DIFFERENT CARD.

It looks like you've scrambled up some of your credit card records.

I've taken a screen shot of this that you are welcome to, but I guess that you already know all about this issue.

Do you want me to leave the Payment Info as-is so that you can see your problem, or do you want me to re-enter the correct (unchanged) credit card details?

Also, I know that you've stated publicly that you've informed all of the credit card companies that your records were compromised, but you should know that HSBC do not appear to have been informed.  At least when I spoke to their on-line fraud prevention department they were completely unaware of the issue.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 20, 2013 0
Adobe Employee ,
Nov 20, 2013

Copy link to clipboard

Copied

Hi lars64

Please could you re-enter the credit card details.

Kind regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 20, 2013 0
Community Beginner ,
Nov 20, 2013

Copy link to clipboard

Copied

OK, I've re-entered the card details.  When I did this, it STILL showed the old last 4 digits.  So, I exited that section, then went back in and it's now showing the RIGHT last 4 digits (i.e. the same card that you have been charging for over a year).  If you want to look at that bug, I am running Mavericks and Safari 7.0 (9537.71).

Incidentally I noticed that the bill amount was higher than previously.  You've also lost our VAT number (I wonder how many of those you've lost?) and that accounted for the difference.  I guess you are billing from an EC country (like Ireland) to the UK, so have to add VAT unless you have the correct VAT number.

What a mess.  Please try to take payment again and let me know if there are any problems.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 20, 2013 0
Adobe Employee ,
Nov 20, 2013

Copy link to clipboard

Copied

Thanks for updating the details & providing additional info.

The VAT ID still shows on your account so I'll investigate this and get back to you.

Kind regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 20, 2013 0
Community Beginner ,
Nov 20, 2013

Copy link to clipboard

Copied

Yes, I added the VAT number back in.  Sorry, should have mentioned that.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 20, 2013 0
New Here ,
Nov 20, 2013

Copy link to clipboard

Copied

I am having the problem that I have re-entered my company credit card, did online chat, spent 3 hours on the phone and still my credit card is not valid. I have contacted my bank, they do not show that there has even been an attempt by adobe to process any the the payment attempts that I have made (I've re-entered my credit card information 20 times, do you think there might be a problem?!?) If you would like me to pay for the licenses that I have, please figure out how to take my money.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 20, 2013 0
Adobe Employee ,
Nov 21, 2013

Copy link to clipboard

Copied

Hi lars64

The payment has now processed successfully.  However, VAT was charged so I'll arrange a refund for this amount.

Sorry for the inconvenience caused.

Kind regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 21, 2013 0
Community Beginner ,
Nov 21, 2013

Copy link to clipboard

Copied

Just to say that my payment was finally taken and I've had a confirmation email.

If people are having similar issues, it's probably best to start your own thread so that Adobe can respond to you directly.

It is a very strange state of affairs where a business customer can only get help with billing issues through a public forum, but that's Adobe's decision I guess.

Thank you Bev for your help and I'm glad this is finally sorted out.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 21, 2013 1
Adobe Employee ,
Nov 21, 2013

Copy link to clipboard

Copied

Hi dhalstead

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

Thanks

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 21, 2013 0
New Here ,
Nov 26, 2013

Copy link to clipboard

Copied

I've also been on the phone regarding credit card details not being accepted, have talked to several individuals but keep getting transferred then going on hold.

Initially called Adobe support this morning at approx 11am am still sitting on hold now at 2:49 pm.

I have existing subscriptions to Creative Cloud and are trying to purchase a subscription to FormsCetnral. Very frustrating to say the least, I've also emailed support with no response.

I see you have helped these two fine people Bev if you are able to speed the process for me too I'd be ever so grateful.

PS Still on hold now 5:00 pm and hanging up, I'm going to need psychological counseling

Message was edited by: RedCloud67

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 26, 2013 0
New Here ,
Nov 26, 2013

Copy link to clipboard

Copied

this exact situation is happening to me at the moment. it's very frustrating.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 26, 2013 0
Adobe Employee ,
Nov 27, 2013

Copy link to clipboard

Copied

Hi Skeet McPeet III

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

Regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 27, 2013 0
Adobe Employee ,
Nov 27, 2013

Copy link to clipboard

Copied

Hi RedCloud67

I will check with our finance team why the order for FormsCentral isn't being accepted.  Will let you know as soon as I have an update.

Kind regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 27, 2013 0
Adobe Employee ,
Nov 27, 2013

Copy link to clipboard

Copied

Hi Skeet McPeet III

I'll arrange a callback to assist with updating your payment details - it looks like we may not have the updated details.

Thanks

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 27, 2013 0
Adobe Employee ,
Nov 27, 2013

Copy link to clipboard

Copied

Hi RedCloud67

You should be OK to place your order now. 

Thanks

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 27, 2013 0
New Here ,
Nov 27, 2013

Copy link to clipboard

Copied

Hi Bev

Thank you for looking into this for me, unfortunately it is still the same. I.e. error cannont process at this time.

It does however sucessfully charge my cards with each attempt for A$1 and so far I have clocked up more than $10 worth of chrages accross three differnent credit/debit cards. So it seems the system is functional but just is not processing in the correct way. If that helps...

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 27, 2013 0
Adobe Employee ,
Nov 28, 2013

Copy link to clipboard

Copied

Sorry about this RedCloud67.  Let me check this again with the finance team.  The A$1 are pre-authorization requests and won't actually be deducted from your cards.

Thanks

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 28, 2013 0
Adobe Employee ,
Nov 29, 2013

Copy link to clipboard

Copied

Hi RedCloud67

Could I ask you to try the order again and let me know how you get on.

Thanks

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 29, 2013 0
New Here ,
Nov 29, 2013

Copy link to clipboard

Copied

Hi Bev

Success!

Thank you for your assistance much appreciated have a great weekend

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 29, 2013 0
New Here ,
Nov 30, 2013

Copy link to clipboard

Copied

it looks like I also need help with payment problem. It can't be processed even with few different cards.
Billing address each time has to be changed because it shows the old one.

Any tips?

Thanks

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Nov 30, 2013 0
Adobe Employee ,
Dec 02, 2013

Copy link to clipboard

Copied

Hi Jacek Bak

I'll arrange a call back to assist with this.

Thanks

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Dec 02, 2013 0
Adobe Employee ,
Dec 02, 2013

Copy link to clipboard

Copied

Hi RedCloud67

Great - thanks for your patience!

Regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Dec 02, 2013 0
New Here ,
Dec 06, 2013

Copy link to clipboard

Copied

It's done.. CC is back to life,

Thanks for help Beverley!

All the Best,

Regards,

Jacek Bak

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Dec 06, 2013 0
New Here ,
Dec 15, 2013

Copy link to clipboard

Copied

Same problem.

My credit card is not accepted by Adobe. But is accepted by MICROSOFT. For over a month! It's unbelievable and completely unacceptable this behavior from Adobe! This is a problem of Adobe! It is already the second case open (Nr 211 938 903) and I'm calling from the 7th November to 800 206 708, I have spoken with Pablo, with Luis, with Sergio, with Roberto, themselves have already introduced the data from my card and does not work! And they do not give me any solution! I have just one day to use the Creative Cloud. I have introduced the data from my card several times, by Internet Explorer, by Google Chrome and never works. How do I?? I have had a lot of patience since November 7.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Dec 15, 2013 0
Adobe Employee ,
Dec 16, 2013

Copy link to clipboard

Copied

Hi Vitor

Sorry for the frustration caused.  I will look into this and let you know when resolved.

Thanks

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Dec 16, 2013 0
New Here ,
Mar 03, 2020

Copy link to clipboard

Copied

Hello I am having the same problem, assisstance would be great

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Mar 03, 2020 0
New Here ,
Jan 07, 2014

Copy link to clipboard

Copied

Hi,

I am having the same problem. Since changing my credit card details no payments have been taken out of my account. How can this be fixed??

I've tried calling, live chat, but nobodies home. Can this be fixed before my subscription is cancelled?

Thank you

David

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Jan 07, 2014 0
Adobe Employee ,
Jan 08, 2014

Copy link to clipboard

Copied

Hi David

I'll look into this and get it resolved.

Regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Jan 08, 2014 0
Adobe Employee ,
Jan 09, 2014

Copy link to clipboard

Copied

Hi David

Payment has now processed successfully and your subscription is active.

Thanks

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Jan 09, 2014 0
New Here ,
Feb 07, 2014

Copy link to clipboard

Copied

Hi,

Within 23 days my license stops because my creative cloud wasn't paid for the month february. The balance on my credit card is enough to pay, but it didn't.  What can I do now?

Fabienne

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Feb 07, 2014 0
Adobe Employee ,
Feb 07, 2014

Copy link to clipboard

Copied

Hi Verseti,

I checked your account and saw the payment is unauthorized. Could you please check with you card issuer that they are not blocking payment requests from Adobe, especially from their Electronic Banking Service?

In the meantime you will still have access to the software.

Please let me know when you will have more information.

Thank you.

 

Arnaud

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Feb 07, 2014 0
New Here ,
Mar 12, 2014

Copy link to clipboard

Copied

Hi.

Guys, I am tired of having the same problem, over and over again. Payment error.

Also, in january I had to chat, then make international phone calls at Adobe and nothing was solved. Only when I got here and complained, I got it done. (see the full history in this thread)

A month ago, it all started again. I had the money in my account, but I got the error message. I let the money there, waiting for your server to do the thing it was supposed to do. Now, I am on my last day (1 day remaining), I still have the money in my account and you still can't take it. Really, am I suppose to deliver it personally? No matter how much I try, I can't pay you.

This time I am not calling to Adobe Bulgaria on my money. Neither spend any time on chat with someone that, after 10 minutes, decided that can't help me and suggest to phone call.

Long story short, I am trying to pay for a service and I can't pay, so my service becomes inactive.

No matter how this ends (you can take the money during the time I have left and I keep using the software until my contract is over OR not take the money and the license expires, I don't care), I will quite Adobe's payment via CC. I will buy the software, just to get rid of this payment method joke.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Mar 12, 2014 0
Adobe Employee ,
Mar 12, 2014

Copy link to clipboard

Copied

Hi Felix.B,

I am sincerely sorry for the inconvenience.

I am currently working on your case and will get back to you when resolved.

Thank you for your patience.

Arnaud.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Mar 12, 2014 0
New Here ,
Mar 12, 2014

Copy link to clipboard

Copied

Thanks

Also, I'd like to know how come Adobe tried to withdraw 0,2 euros, 4 times during 12.03.2014. This is not the first time it happens, it's not the monthly fee nor it is part of the fee.

Also, if this happened, Adobe can withdraw that money, why not withdraw all money for the payment?

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Mar 12, 2014 0
Adobe Employee ,
Mar 13, 2014

Copy link to clipboard

Copied

Hello Felix B.

The payment has been done today for the Photoshop Subscription.

The payment next month will go through directly.

Please do not hesitate to come back to us if you have any questions.

Thanks.

Arnaud.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Mar 13, 2014 0
New Here ,
Mar 13, 2014

Copy link to clipboard

Copied

I'm not felix. I'm Gianmarco and reported problems with my creative cloud

suscription. Farid, from costumer support I guess, told me through chat to

wait 24 hours for a solution. The issue was with my credi card payment

El jueves, 13 de marzo de 2014, Arnaud Mélon <forums_noreply@adobe.com>

escribió:

Re: credit card payment problems created by Arnaud Mélon<http://forums.adobe.com/people/Arnaud+M%C3%A9lon>in *Adobe

Creative Cloud* - View the full discussion<http://forums.adobe.com/message/6205926#6205926

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Mar 13, 2014 0
Adobe Employee ,
Mar 13, 2014

Copy link to clipboard

Copied

Hi Gianmarco,

I have replied to your query earlier today, as well I have also replied to Felib B regarding his query.

Regarding your payment issue, we are sorry for the inconvinience. I have checked your account and the product is still active.

I would invite you to place a new order if the next payment will not go through.

Thank you for your patience.

Arnaud.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Mar 13, 2014 0
New Here ,
Mar 18, 2014

Copy link to clipboard

Copied

hi arnaud. I received an email from adobe saying my suscription was

cancelled, and I could go into my adobe account and purchase a new

suscription. I did it, but now, on my plan information it appears that I

have two creative clouds suscriptions. not only that, but, when I open any

CC software, I get a message saying that adobe has problems with my

suscription payment and my CC software wil be deactivated in 5 days.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Mar 18, 2014 0
Adobe Employee ,
Mar 19, 2014

Copy link to clipboard

Copied

Hello Gianmarco,

Your Adobe account will show you always the purchased products.

Regarding the countdown issue, could you please follow the steps below :

1. Open one of the Adobe CC products

2. Choose Help > Sign Out [Your Adobe ID], than close the product.

3. Re-open one of the Adobe CC products and please log in with your Adobe ID.

Let me know how it goes.

Thank you for your patience.

Arnaud.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Mar 19, 2014 0
New Here ,
May 11, 2014

Copy link to clipboard

Copied

Hi. I am also having the same problem. In fact, there is not place to enter any credit card information on my account at all. This is how I came across this forum. I have phoned, I have contacted via the chat line. Everyone says they are looking into the problem. The last time I talked to someone was last week Thursday. The was by chat and I was told that my problem was going to be passed on to someone with more experience. The week before I phoned and was put through to customer care and the fellow saw what was happening - my credit card information was just dropping off the account leaving it in the 'air'. He was going to get his supervisor to deal with it - who was supposed to phone me back within the hour.

I still have not had even a confirmation that my case is being looked into.  I have not had any email. I don't have a ticket # to quote. My LR Mobile has just run out, next it will the Photoshop CC.

This has been going on since October when I tried to pay for a LR upgrade that I had downloaded. My credit card info would not 'stay'. I phoned and was told everything was ok - but it wasn't. I went through all the customer care, etc. who told me that everything was ok now - but it wasn't. I ended up going to a local shop to purchase the upgrade disc.

I would like to be able to go to a local dealer and purchase the CC license there instead of the difficulty to trying to pay for something online with Adobe.

My card is good, I also called to find out if there was a problem, etc.

Will this ever end I wonder.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
May 11, 2014 0
Adobe Employee ,
May 12, 2014

Copy link to clipboard

Copied

Hi barbo345

Sorry for the frustration caused.

Your case is currently being worked on and as soon as it's resolved we'll let you know.

Kind regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
May 12, 2014 0
Adobe Employee ,
May 13, 2014

Copy link to clipboard

Copied

Hi barbo345

The issue with your account has been resolved and your membership has been fulfilled.

Thanks for your patience.

Kind regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
May 13, 2014 0
New Here ,
May 25, 2014

Copy link to clipboard

Copied

Hi Beverley,

I would like to add to this ongoing payment issue that others are also experiencing.

I have used the the same payment card for my cc subscription until the 13th of this month when I received notification there had been a problem - although nothing had changed, funds were available etc. Although I have raised a case where I was advised by resubmitting card details,  payment would go through within 24 hours - it hasn't and so far every time I log in to Photoshop now I am on a countdown to my subscription ceasing .

Please can you help with this totally annoying issue?

Thanks!

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
May 25, 2014 0
Adobe Employee ,
May 26, 2014

Copy link to clipboard

Copied

Hi fola1961

Thanks for getting in touch and sorry for the frustration caused.

I have escalated this to our IT and finance teams to find out why the payment isn't processing.

I'll get back to you as soon as I have further information.

Kind regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
May 26, 2014 0
New Here ,
May 27, 2014

Copy link to clipboard

Copied

Hello,

I'm having the same problem :

I had a mail and photoshop popup stating that my card can't be charged and I'm into a trial period

There's enough balance, the card was already charged twice for the previous months of photography program, so it shouldn't be a card problem.

Apparently this problem has been around for quite a lot of time already.

Milen

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
May 27, 2014 0
Adobe Employee ,
May 27, 2014

Copy link to clipboard

Copied

Hi Milen

Could you please check with your card issuer that they accept recurring payment transactions and 'card not present' transactions as this may be causing the issue.

Will also look into this on our side and see if we can manually resubmit the payment.  Will let you know if successful.

Kind regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
May 27, 2014 0
New Here ,
May 28, 2014

Copy link to clipboard

Copied

Hi Beverly,

as I already said the card was billed twice for the two preceding months, so it's not the card.

Regards,

Milen

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
May 28, 2014 0
Adobe Employee ,
May 28, 2014

Copy link to clipboard

Copied

Hi Milen

We recently changed the way recurring payments were submitted so it's worth checking with your bank that your card is enabled for recurring/card not present transactions.

I've seen a couple of cases where the bank has a block or limit on these type of transactions that needs to be removed to allow the payment to process successfully.

Thanks

Bev


Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
May 28, 2014 0
Adobe Employee ,
Jun 09, 2014

Copy link to clipboard

Copied

Hi Milen

We have successfully processed your May payment and your account is active again.

Kind regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Jun 09, 2014 0
New Here ,
Jun 09, 2014

Copy link to clipboard

Copied

Hi Bev,

Fantastic news!

So, presumably going forward subsequent payments should be okay now?

Best wishes,

Martin

On Mon, Jun 9, 2014 at 9:43 AM, Beverley Gray <forums_noreply@adobe.com>

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Jun 09, 2014 0
Adobe Employee ,
Jun 09, 2014

Copy link to clipboard

Copied

Hi Martin

My earlier reply was for another customer who posted on the same thread - sorry for any confusion caused.

Your payment has also processed successfully and subsequent payments should be OK.

Kind regards

Bev

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Jun 09, 2014 0
Explorer ,
Jun 09, 2014

Copy link to clipboard

Copied

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Jun 09, 2014 0
Explorer ,
Dec 04, 2014

Copy link to clipboard

Copied

Anybody who takes out a periodic payment agreement on a credit card is taking a risk (IMO) given its apparent inability to manage credit card processing properly!.  I will not take out a subscription until Adobe offers the more secure Direct Debit system in the UK.

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Dec 04, 2014 0
Explorer ,
Jun 09, 2014

Copy link to clipboard

Copied

Constant complaints give me the impression that Adobe is incompetent in dealing with credit card issues.  Given that I am aware that there are security issues generally  whenever one places PERIODIC payments on a credit card, I am not prepared to use that method of payment for at Creative Cloud subscription.  Yet Adobe refuses to accept the far more secure Direct Debit payment method.  One wonders why as it loses the company business.?

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Jun 09, 2014 0