Credits/Abo-Kauf bisher erfolglos

[daniko]

Hallo zusammen, ich habe mich vor kurzem bei AdobeStock angemeldet und dachte ich kann auch gleich loslegen, Credits kaufen, Bild aussuchen und runterladen - fertig. Das gewünschte Bild liegt bereits in meiner Bibliothek. Also, Credits kaufen. 3 Versuche mit unterschiedlichen Varianten (angebotene 10 Gratis-Bilder und 5-Credit-Pack) - leider sind alle irgendwie fehlgeschlagen. Sobald ich bei Paypal auf "Zustimmen" gehe, gelange ich immer wieder automatisch zurück zur Adobeseite ohne Hinweis auf einen erfolgreichen Kauf. Auch hier kann ich nirgendwo sehen, dass ich Credits habe. Und bei den Abos zeigt es nur die CreativCloud an.

So langsam bin ich ratlos. Wo liegt der Fehler?

PS: Bei Paypal wurden meine erfolglosen Versuche zum Glück (noch) nicht abgebucht.

[EvilBugQueen1]

Hi Daniko,

Thank you for reporting this issue to us here on the forums. Please try again and copy the URL of the Stock page before you go to PayPal and also the URL when you return from PayPal to the Adobe Stock page. Post them in this thread please. This is very similar to an issue I've seen in the past and it may be an easy fix.

EBQ

[daniko]

Hi EBQ,

here the two URL

https://stock.adobe.com/de/search?as_channel=dpcft&as_source=ft_web&as_campaign=de_interception&as_c...

https://stock.adobe.com/de/plans?continue_checkout=1&token=EC-90E76152WN862414G

I hope you can find the issue and it's really easy to fix. Thanks a lot for your support!

Daniko

[EvilBugQueen1]

Hi Daniko,

Unfortunately the easy fix isn't the fix for this issue. Could you please clear your browser history and try again? If you still encounter the issue you may need to choose a different payment method. After the initial order processes you would be able to change the payment method from https://accounts.adobe.com

EBQ

[daniko]

Hi EBQ,

just I cleared my browser and I tried it again, this time starting from page

URL https://stock.adobe.com/de/plans

after return

URL https://stock.adobe.com/de/plans?continue_checkout=1&token=EC-24R76398BW324731E

and the result is similar. No information about success. So I couldn't buy by paypal again. Unfortunatly I have no other payment method for using.

Is there any other option to check? For example I am using different emails for Adobe and Paypal. Have these to be similar? Or what about linked apps? Do I have one with Adobe Stock in this case?

If it would works, where I could find my credits in account?

Sorry for all these questions but I urgendly have to fix this issue in order to continue with my work.

Thanks for your patience.

Daniko

[EvilBugQueen1]

Hi Daniko,

Okay let's see if we can find some new information. Sometimes your browser can provide additional details. Can you please try the steps below? This will provide me with more info for our engineers and help us troubleshoot further.

Please use Chrome for these steps.

1. Clear the browser history.

2. Click on and select More Tools > Developer Tools - This opens the browser console.

3. Click on Network and check the box for Preserve log

4. Reproduce the issue.

5. In the browser console you will see an error, it will show as red text. You may need to scroll up to see it.

6. Click on error in the Name column. This will open the Headers information.

7. Select and copy all of the information under the Headers tab and paste it into a message for me. If you have any trouble doing this you can pasted it into Notepad or TextEdit and save it as a .txt file.

8. There may be additional error information under the Preview tab, please copy and paste this into a second text file.

9. Send the info as a private message to me.

EBQ

[daniko]

Great, this time it worked! The browser was the issue. First I always used Mozilla, but not chrome. Sometime it can be so easy. Thanks a lot, EBQ!

[EvilBugQueen1]

Now that is interesting. I am so glad it is working for you now! We've been able to confirm this is an issue with the Firefox browser. Thank you for reporting this on the forums!

I wonder, do you have any extensions running in Firefox? Or any anti-virus? We have seen strange issues with extensions or virus-protection. If you discover the cause do post in this thread.

EBQ