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Order History / Shop/adobe.com is not working

Community Beginner ,
Jan 22, 2019

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Hello Adobe,

I facing the problem to trace back the billing history. I need to have a copy of the invoice.

I tried Print a copy of the invoice for your Adobe purchase.

But it doesn't show as the link No.4 as shown.

Clicked the Adobe Store, it mentioned this page is not working.

Appreciate if anyone can help me to solve this. So far I have successfully entered the page once and download the Photoshop CC invoice for Dec 2018, but after refresh, it failed to load the page again. I tried almost 1 week.

Thank you.

Hi there,

Tried reaching out via phone but could not get connected. We have emailed you the invoices.

^Ani

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Order History / Shop/adobe.com is not working

Community Beginner ,
Jan 22, 2019

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Hello Adobe,

I facing the problem to trace back the billing history. I need to have a copy of the invoice.

I tried Print a copy of the invoice for your Adobe purchase.

But it doesn't show as the link No.4 as shown.

Clicked the Adobe Store, it mentioned this page is not working.

Appreciate if anyone can help me to solve this. So far I have successfully entered the page once and download the Photoshop CC invoice for Dec 2018, but after refresh, it failed to load the page again. I tried almost 1 week.

Thank you.

Hi there,

Tried reaching out via phone but could not get connected. We have emailed you the invoices.

^Ani

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Creative Cloud

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Jan 22, 2019 0
Adobe Employee ,
Jan 23, 2019

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Hi there,

Apologies for the inconvenience.

Have you tried using another browser or try deleting the cookie/cache of this browser and see if you're still having the same problem.

^Ani

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Jan 23, 2019 1
Community Beginner ,
Jan 24, 2019

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Hi Adobe Ani,

Thanks for the reply.

I tried with FireFox with cleaned caches, it brought me to "www.adobe.com/dr_account_my" and with an empty page. Google Chrome with cleaned caches, brought me to "Adobe Store-APAC & LATAM Online Store - SELF_SERVICE_SUBSCRIPTION_HISTORY_LIST_PAGE_TITLE " but the page is not working.

Can help?

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Jan 24, 2019 0
Adobe Employee ,
Jan 25, 2019

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Hi there,

Tried reaching out via phone but could not get connected. We have emailed you the invoices.

^Ani

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Jan 25, 2019 2
Community Beginner ,
Jan 27, 2019

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Hello Ani,

Received the Illustrator CC invoices. Can I have Photoshop' invoices, too?

Thanks = ]

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Jan 27, 2019 0
New Here ,
Jan 30, 2019

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Hi, I am having a similar issue. My bank statement shows debits for "Adobe Photogphy Plan" throughout the FY 18 Financial year but I don't see the order history in the Order History view in my Adobe account.

Pls advise. thanks

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Jan 30, 2019 0
New Here ,
Jan 30, 2019

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Hang on... I've worked it out. Need to select the Order ID to expose the billing.

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Jan 30, 2019 1
Adobe Employee ,
Jan 31, 2019

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Glad that it worked for you. Thank you for updating this thread

^Ani

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Jan 31, 2019 1
New Here ,
Feb 07, 2019

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This has been an issue for a really long time. It's very disappointing. Can you please have your tech team fix it? It's very inconvenient especially my company has 6 accounts with you and as Finance, I need to phone or email requests for invoices every month.

Thank you for your help!

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Feb 07, 2019 0
Adobe Employee ,
Feb 12, 2019

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Hi there,

For individual accounts, the invoices needs to manually downloaded from orders separately. Since your org has 5+ users, you can upgrade your account to Creative Cloud for teams. One page of invoice will include monthly charges for users and rest of the details.

^Ani

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Feb 12, 2019 0
Community Beginner ,
Apr 09, 2019

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this seems to be a recurring problem.

typically the transaction history will take a couple of minutes to load, but if you get a blank screen or an error. it's definitely due to timeout. seems like one very bad database design.

will appreciate if this gets fixed for good, please.

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Apr 09, 2019 0
Adobe Employee ,
Apr 09, 2019

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Hi there,

Thank you for your feedback. Could you try using a new browser or try clearing the cookie and cache of the current one and see if it helps.

^Ani

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Apr 09, 2019 1
Community Beginner ,
Apr 09, 2019

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Hello Ani, it's a http 504. server time out.

i tried on different browser, different computer, even different network.

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Apr 09, 2019 0
Adobe Employee ,
Apr 09, 2019

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Hi there,

Thanks for the update & sorry for the poor experience.  I have logged the issue your account with Digital River and will update this thread as soon as I hear anything new.


Please let me know if you need invoices of recent months urgently, I will email them to you.

^Ani

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Apr 09, 2019 1
Community Beginner ,
Apr 09, 2019

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Hi Ani, look forward to your update.
Will not require any invoice at this moment.

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Apr 09, 2019 1
Adobe Employee ,
Apr 23, 2019

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Hi there,

Digital River checked your account but did not find any issue. Could you kindly confirm if you're able to see the renewal order numbers at your end?

^Ani

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Apr 23, 2019 0
Community Beginner ,
Apr 23, 2019

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Hi Ani, thanks for the follow-up. But the problem is still there. I cannot view transaction history; therefore I cannot download my invoices. The issue has been there for ages. It typically takes quite some time for the transaction history page to load. Now, it's taking way too much time that the server end timeout. The same issue as posted by the thread origin.

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Apr 23, 2019 0
Adobe Employee ,
Apr 28, 2019

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Hi there,

Digital River is investigating on your account. I request you to share the screenshot of the pages you're getting error along with the URL.

^Ani

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Apr 28, 2019 0
Community Beginner ,
Apr 28, 2019

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Hi Ani,

The link is accessed from the Adobe Store (Adobe Store - Subscription List ).https://shop.adobe.com/store?Action=DisplayPage&Locale=en_SG&SiteID=adbehap&id=SelfServiceSubscripti...

And i click on "View Transaction History", which will go to

https://shop.adobe.com/DRHM/store?Action=DisplaySelfServiceSubscriptionHistoryDetailsPage&SiteID=adb...

Do note that i have removed personalised information from the link. This is the URL that usually take forever to load and is now timing out.

The screenshot contain personal information. If you may let me know where i can forward you privately.

Thank you!

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Apr 28, 2019 0
Adobe Community Professional ,
Apr 28, 2019

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You can send private messages to Ani*Adobe by hovering her name and clicking Message.

Regards,
Abambo
Hard- and Software Engineer and Photographer

I'm not an Adobe employee. All advice constitutes my own opinion. Use at your risk! 🙂

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Apr 28, 2019 0
Adobe Employee ,
Apr 29, 2019

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Hi,


Thank you for the messages and screenshots. I have downloaded and shared them with DR.

I will keep you posted.

^Ani

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Apr 29, 2019 0
Community Beginner ,
May 01, 2019

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Same issue over here. While browsing https://shop.adobe.com and selecting "View Transaction History" on my account, I'm getting a blank page and finally HTTP ERROR 504. This is the case for several months now where I am forced to eventually contact to your customer support and ask for invoices via email... It's a very bad and frustrating experience which is not expected from a giant company like Adobe. I hope you will invest the required efforts to fix it soon.

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May 01, 2019 0
Adobe Employee ,
May 02, 2019

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Hi there,

Apologies for the poor experience. I have alerted DR regarding your account as well.

I will keep you posted.

^Ani

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May 02, 2019 0
Community Beginner ,
May 02, 2019

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Hi Ani,

Thank you for your response. I look forward to hear from you.

Thanks,

Yoash

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May 02, 2019 0
Adobe Employee ,
May 09, 2019

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Hi,

Please try and access the invoices now and let me know if you run into any issues. Also, kindly clear your cookies and cache of the web browser before attempting. It should work.

^Ani

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May 09, 2019 0
Community Beginner ,
May 09, 2019

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Hi Ani, don't seems to be fixed. i got the same timeout error. Try the standard few, clear everything, Incognito mode, etc, still the same timeout issue. How about just try putting the server time out to a very large number. If that works then go optimise the query structure.

I don't think this issue would be fixed so quickly.

the worse part? we are paying for a subscription price increase while having to tolerant such primitive invoicing setup.

I know it's not your job scope, but can we make sure someone is really working to fix this?

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May 09, 2019 1
Adobe Employee ,
May 09, 2019

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Hi there,

Thank you for your response and trying to view the invoice. Be rest assured that I have escalated your account issue to DR and will get it fixed.

^Ani

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May 09, 2019 0
New Here ,
May 28, 2019

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Hi! I also have the exact same problem. It's been months since I have to keep contacting customer service every month and problem is not being fixed. Can you get Digital Rivers to view my account as well.

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May 28, 2019 0
Community Beginner ,
May 28, 2019

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Hi, I just wish to update that the issue is still there. HTTP ERROR 504 is keep appearing after selecting "View Transaction History". Any chance that this will be targeted?

Thanks, Yoash

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May 28, 2019 0
Community Beginner ,
Jul 09, 2019

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Hi Ani, that's another 2 months. Can i trouble you to email me my invoice for Apr, May and June?

thank you!

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Jul 09, 2019 0
New Here ,
Oct 06, 2020

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This is a multi-year long running problem with them and they are still not able to resolve this.

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Oct 06, 2020 0