Participant

Answered

Can't update credit card info

Forum|Forum|12 years ago
November 16, 2013
20 replies
31979 views

Hi Adobe,

My card has expired and you couldn't take payment for the service. I updated my details with a new card, but once again payment didn't go through.

I have checked and "Payment info" shows correct details, but once i click on "Edit payment info" it shows my expired card.

You clearly have a bug in your billing system. Please let me know what should i do to pay.

Kind Regards,

Pawel

This topic has been closed for replies.

Correct answer Beverley Gray

Hi Pawel

Payment details have been updated successfully and the payment has processed.

Kind regards

Bev

cassidyc19909104

Participant

I also experienced this. I had to try FOUR different computers for Adobe to save my info.

I tried calling customer support after the third try only for adobe support assistant to not help me at ALL.

He couldn't understand anything I said and when I said I needed to update my information through support he just kept telling me to log on again even after I repeated many times I had already tried THREE times. Very frustrating and not helpful at all.

Also, There's no place to leave a complaint online for Adobe. Also very frustrating after the poor customer service I experienced today.

Sheena Kaul

Legend

Hi Cassidy,

Please confirm the case# that you would have with the support interaction.

Regards,

Sheena

S

StarryNights

Participant

I've been trying to update my payment method so I can reactivate my photoshop subscription, billing kept failing before. I can't switch cards on when I go to update the method on paypal, and I can't switch from paypal to a card to pay, which I would like to do since I cannot switch cards through paypal. This is getting frustrating.

S

Suemacd0

Participating Frequently

I would suggest that anyone else on here who thinks there problem is solved, should double check.

Adobe you really need to get your act together,

Sue

S

spsb84

Inspiring

Hi Suemac,

Apologies for the inconvenience caused.

Getting appropriate team make a reach-out to help resolve this.

Thanks

Adobe Support

Radu Luchian

Participant

I've been having the same problem as everyone else, when opening the page to manage my team I see this message:

We're sorry, the billing information on file could not be used for this payment. Please update your information.

Clicking the "update your information" link takes me to another page where a modal opens up and asks for my credit card details. I enter the credit card details, press "Save" and everything is saved (I get a green confirmation message). Going back to the "Manage team" team page nothing changed, I still see the same error message as above, which means my team:

Cannot add new linceses for new team members.
Cannot renew licenses for existing members.

Reading this entire thread (yes, I went through all of it and many other pages online that reported the same issue) we are very irritated with the way Adobe is treating this problem. We are losing valuable time and resources to cope with such a critical issue on your side. Please get in touch ASAP so that we can have the payment info updated.

Respectfully,

Radu Luchian

S

Suemacd0

Participating Frequently

I am now very VERY fed up. I was rung a number of days ago by someone from Adobe who took my payment over the phone. Said it had all cleared and my card was updated. I now find out that the card is in fact NOT updated and you are still threatening to close my account in 5 days.

I still can't update the card online.

I AM VERY VERY FED UP (this is the polite version).

can someone ring me quickly?

Sue

S

Suemacd0

Participating Frequently

Same problem here - I need to update my card details, not getting any further than the pop up "update payment window", which then times out and I have to log in again. Very frustrating. I've spent over a week trying to do this. Can someone get in touch and help please? Sue

S

spsb84

Inspiring

Hi Suemacd,

We would have our internal team reach out to help you resolve and get this sorted out.

Apologies for the inconvenience caused.

Thanks.

Adobe Support

S

spsb84

Inspiring

In the process of our teams reaching out to help you, can you all please try the following in the mean time:

Clear browser cache and cookies and close the browser.

Open the browser again and try to update the card details.

Please share the result.

W

wouterv48708527

Participant

Having the same issues at the moment. Cannot update Creditcard information to replace expired card..

S

spsb84

Inspiring

Hello wouterv,

We would have our internal team reach out to help you resolve and get this sorted out.

Apologies for the inconvenience caused.

Thanks.

Adobe Support

A

AmyFrost_

Participant

Having the exact same issue as everyone above, I try to update my credit card details but every time I return, It asks me to update the details again.

It's getting quite frustrating as I have to download a program by tomorrow, If I could get this issue resolved as soon as possible it would be really appreciated

S

spsb84

Inspiring

Hello Amy,

We would have our internal team reach out to help you resolve and get this sorted out.

Apologies for the inconvenience caused.

Thanks.

Adobe Support

E

Ejlc

Participant

Cannot edit new credit card information since last month. Bye Adobe...

E

enhörning

Participant

This seems to be a never ending story...

I have also big problems with this.

Have tried on three computers (Win10, OSX and Win7) with Chrome, IE, Firefox, Opera and Safari and on my Android smart phone (Chrome).

Logged out Creative Cloud and logged in again, restarting, clearing cache and cookies.

4 different cards also.

But when trying to change the card (my old is soon expiring) I get the same message "The transaction could not be approved. Try sending the data again"

This is the only web site I ever have encountered problems with.

What can I do?

/Hans

mollyk64747367

Participant

Is this issue STILL going on?? I am not able to update my billing information from my PayPal account (which is currently inactive), to my credit card. It just takes me to PayPal which says that they can't process and that I need to go back to the vendor. SO aggravating, I need to use this ridiculously priced subscription and I can't even figure out how to pay for it.

codyb96703203

Participant

i cannot update my credit card info. there is no link to edit payment details and i am tired of reading help articles. none of them work because the information and links they reference do not exist on the specified pages in my account.

i've read this entire thread, and there are no real answers or acknowledgements, just same same same. when are you going to acknowledge or fix the issue, adobe?

please have someone contact me.

Rajashree Bhattacharya

Legend

Please Adobe billing support for this, they will assist you regarding this,

For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...

Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache. If it continues to fail try using a different browser.

https://helpx.adobe.com/contact.html?step=ZNA_account-payment-orders_stillNeedHelp

Regards

Rajashree

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