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tylert77090026
Inspiring
August 1, 2019
Answered

Can't purchase stock images (error message)

  • August 1, 2019
  • 4 replies
  • 5929 views

I've had a persisting issue with Adobe stock for over a week now that is costing me business and making my clients frustrated.  We have an adobe stock plan for 10 images a month.  We frequently use all these images and rely on "images on demand (US $2.99/asset)" to fulfill the need for additonal stock imagery. 

Recently, the ability to purchase "on demand images" stopped working. Anytime I try to make a purchase of any kind (on-demand purchases, credit packs, new plans, etc.)  I'm prompted with an error, which reads:

Error

We're sorry, but a system error occurred. If you do not receive a payment confirmation email in the next few minutes, please try again or contact customer service.

Screenshot:  https://i.imgur.com/8nOLSgH.jpg

It's not an issue with the individual asset. It's not a browser support issue. It's not a caching or cookies issue. 

From my 7 hours plus TERRIBLE hours of dealing with Adobe Stock customer support, I can only determine it is an issue with their system.

Their Support staff is the worst...   I've opened several support cases with them concerning the issue:

  • ADB-8181368-Q3D6
  • ADB-8179863-H5Q4
  • ADB-8180689-G4R8

And between putting me on hold for 2hrs 30mins only to hang up on me, and closing my support tickets without solving the issue or even offering us free credits to purchase the images we need to make our customers happy, I'm EXTREMELY frustrated.

I've tried canceling my plan and reactivating.  I've tried entering my credit details again.

I've tried contacting my bank to see if they might be rejecting the transaction, but they confirmed that Adobe Stock is receiving and approving the request and that the address is correct.  There has been no change in my credit card information so, I can only assume that this issue is on Adobe's end. One that is impeding my ability to

keep my customers happy. 

Has anyone else experienced this and found an issue?

Please help!

    This topic has been closed for replies.
    Correct answer tylert77090026

    For anyone else experiencing this issue, I had my case looked at by Adobe Stock's Engineering team who deployed a fix.  It's unclear if this fix was site-wide or account specific, but I recommend posting the details of your error to the forum and working with the staff here. The support via phone call was largely unsuccessful, but the folks here seem to be able to help!

    Good luck to anyone else having troubles with persisting error messages!

    4 replies

    CZarza
    CZarza
    Participant
    August 19, 2019

    I  am having the same problem. I don't see where Adobe is making any attempt at what I would call customer service. The website is not set up for communicating with customers. I need these images and paying $2.99 each is a lot less than buying a package.

      CZarza
      CZarza
      Participant
      August 19, 2019

      they must be losing a lot of money because of this. I can find a lot of these images on other stock sites. That is what I will have to do.

      WendellaBee
      Adobe Employee
      WendellaBee
      Adobe Employee
      August 19, 2019

      Hi C.,

      I'm sorry you are having difficulty trying to purchase licenses on the Adobe Stock site. If you could provide a little more information it would help troubleshoot this. Unfortunately there are multiple reason why this error might be appearing.

      1. Open Chrome and clear your browser history.
      2. Open the menu under the three stacked dots in the Chrome browser and select More Tools > Developer Tools
      3. Click on Network and check the box for Preserve Logs if not already checked.
      4. Sign into Stock site and try to make a purchase.
      5. When you see the System Error message it will appear as an error in the logs that generate. They are red in color and you may need to scroll up.
      6. When you find the error click the preview for the error and message it to me.
      7. If there is nothing under preview send me what appears under Headers.

      Thank you in advance for providing this information. We are tracking multiple issues regarding this error.

      EBQ

      T
      tylert77090026AuthorCorrect answer
      Inspiring
      August 9, 2019

      For anyone else experiencing this issue, I had my case looked at by Adobe Stock's Engineering team who deployed a fix.  It's unclear if this fix was site-wide or account specific, but I recommend posting the details of your error to the forum and working with the staff here. The support via phone call was largely unsuccessful, but the folks here seem to be able to help!

      Good luck to anyone else having troubles with persisting error messages!

      Abambo
      Community Expert
      AbamboCommunity Expert
      Community Expert
      August 11, 2019

      tylert77090026  wrote

      It's unclear if this fix was site-wide or account specific,

      It's probably system wide. I doubt that any fix, except setting some parameters inside of your account, would be of help for you.

      The problem with Customer Support is that they should have relayed the problem to the corresponding engineering team what they didn't. Causes may be multiple, but I think it is a lack of experience in  such cases.

      Wendy (Evil Bug Queen) has direct access to the engineering team, so she's able to make the correct calls and to support you with credits when necessary.

      Now it would be great if heinzg66142374 could confirm that the problem is solved for him too.

      ABAMBO | Hard- and Software Engineer | Photographer
      H
      heinzg66142374
      Participant
      August 12, 2019

      Our problem is still not fixed yet - we can go onto the site where we are supposed to buy the new credits and as soon as we are logged in, we still get the message:

      Fehler

      Leider ist ein Systemfehler aufgetreten. Wenn Sie innerhalb der nächsten Minuten keine E-Mail mit der Bestätigung Ihrer Zahlung erhalten sollten, versuchen Sie es bitte erneut oder wenden Sie sich an den Kundendienst.
      WendellaBee
      Adobe Employee
      WendellaBee
      Adobe Employee
      August 1, 2019

      Hi T. T.,

      Apologies for the poor experience you had with our customer care team. I've reported this to their management team.

      An engineer is looking into your issue. I am granting you some licenses to unblock you. I'll provide you with an update when I have more information.

      EBQ

      T
      tylert77090026Author
      Inspiring
      August 2, 2019

      We appreciate it Queen1. Let us know if you're able to find anything out,  or if there is anything we can do from this end to help troubleshoot the issue.

      WendellaBee
      Adobe Employee
      WendellaBee
      Adobe Employee
      August 2, 2019

      Hi T.,

      Are you able to purchase credit packs or do you get the same error?

      EBQ

      WendellaBee
      Adobe Employee
      WendellaBee
      Adobe Employee
      August 1, 2019

      Hi T. T.,

      I'm looking into your issue.

      EBQ

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