pop up error preventing me from purchasing stock images
My plan includes the 10 stock images per month and once I use them all, I have the option to purchase additional image licenses for $2.99 each. 4 days ago I tried to buy a stock image and received a pop up dialogue stating "We are unable to process your transaction at this time. Either verify your information or enter a different card number. If you still can't place an order contact learn and support." First, I verify my info is all correct. Second, I check my credit card and the one adobe has on file is accurate. Next I check my bank account to verify funds, and thats good too. I try to buy images again and get the same error. I'm being billed $1 each time I try to make the purchase and fail. My first chat session with adobe resulted in 4 transfers and after 2 hours no solution was given. I email the bank and they dont see any issue with my account. I start a second chat with adobe and that was a bizarre exchange of passive aggressive confusion between both parties. I am left so confused and my bank blames adobe and my last chat was so stupidly pointless I dont know what to do. Can anybody out here decipher what the support guy is telling me to do? Im copy and pasting the main snippet from our chat. Am I misinterpreting something here? Ive replaced my current CC numbers with 9999 and my old CC numbers with 1111 in the chat dialogue. I will buy you a pizza and 6 pack if you can solve this for me.
Kewalprakash: How are you doing today Tanya? tanya shaw jeffrey: Hello. I have the plan in which I receive 10 stock images per month. When I use all 10 I then pay for them at $2.99 apiece. Each time I try buying a stock image I received an error informing me that they were unable to process my transaction and to verify my information or enter a different card number. And Im being billed $1 each time I try to download but I dont get the image tanya shaw jeffrey: I can send the screen grabs of the $1 charges and errors Kewalprakash: I do understand your concern and I will surely assist you on that. tanya shaw jeffrey: please do Kewalprakash: Your plan is paid and active. tanya shaw jeffrey: I know Kewalprakash: That's the reason you are not able to download any image. tanya shaw jeffrey: never had a problem buying images for 2.99 when I use my 10 and haven’t changed my account Kewalprakash: Tanya, you have tried your way and nobody understood your concern. I do get that. But I know what you are dealing with and I have resolution for that. If you are ready to hear that let me assist. I am good with stock issues and I know why you are facing all such issues. tanya shaw jeffrey: great Kewalprakash: Thank you. Kewalprakash: You have a stock plan for which you get 10 images to download. every month. tanya shaw jeffrey: yep Kewalprakash: There should be more images in your account. Kewalprakash: But even I can not see them. Kewalprakash: I am looking for it's resolution, please allow me a couple of minutes here. tanya shaw jeffrey: I used the 10 included in my plan Kewalprakash: We appreciate your patience and apologize for the wait. Kewalprakash: You are getting 10image every month and you have used them all. tanya shaw jeffrey: but then I always pay 2.99 for additional images Kewalprakash: Tanya, I know that. Kewalprakash: Once 10 images are used in a month, you have to purchase overcharged images and each image will cost you 2.99 tanya shaw jeffrey: I know, i just typed that Kewalprakash: Then what is your concern now, if you know that? tanya shaw jeffrey: an error is preventing me from downloading and im billed $1 and not getting the image Kewalprakash: That is card authorization fee debited and credited at the same time from your bank's end. tanya shaw jeffrey: I should only be billed $2.99 if I receive the image. Kewalprakash: Since you have made multiple attempt to buy images, your bank has blocked your card for online purchase for adobe. Kewalprakash: Kindly resolve that issue with your bank and you will be able to download once again. Kewalprakash: Due to card authorization issue. Kewalprakash: We were trying to charge you for your purchase but your bank did not authorize payment for that. tanya shaw jeffrey: they never had to authorize payment, what changed to make this happen Kewalprakash: When your payment failed, this is the error message we received. - INV ACCT NUM Kewalprakash: Means invalid account number. tanya shaw jeffrey: what number do you have on file? If its invalid, how am I being billed for $1 fees, even today Kewalprakash: Card ending with 9999 tanya shaw jeffrey: thats my card and its current Kewalprakash: Then, why do we get message that card is - INV ACCT NUM Kewalprakash: Kindly sort it out with your bank or update any other card, so that your issue could be resolved. tanya shaw jeffrey: it can't be invalid since you're still charging me, and why the hell would I know why you get an error? Kewalprakash: Tanya, I have informed you about issue and how you can resolve it. tanya shaw jeffrey: you did not resolve it, and I have not been credited on these errant $1 charges. Kewalprakash: If you will understand that, you can resolve issue with your bank and you will be able to access your card for purchase. Kewalprakash: Now are you referring to 1$ fee? Kewalprakash: The card which you have registered with your adobe account ends with 9999, but the card which you have used to buy images @ 2.99 ends with 1111 Kewalprakash: Now, you figure out which card has 1$ fee and payment authorization issue. tanya shaw jeffrey: the card I have on file with adobe is the 9999 card and it is not invalid. Im logged into that account online as we chat. Kewalprakash: Since your card ending with 1111 is not registered with your adobe account, you will not be able to purchase any image with it. Kewalprakash: Kindly either update your card or try to purchase images with your registered card which end with 9999 tanya shaw jeffrey: I am trying to purchase with the 9999 card. you are billing me the $1 charges to that number tanya shaw jeffrey: 1111 doesn't exist anymore and I see no option to try re-editing a card number. Anywhere tanya shaw jeffrey: April 18th I was billed 2.99 to the 9999 account see screenshot Kewalprakash: Tanya, could you please relax and listen to me for a minute. Kewalprakash: We are just arguing for nothing. Kewalprakash: Your card ending with 9999 has no issue. Kewalprakash: Your card ending with 1111 have issues. tanya shaw jeffrey: Can you stop being condescending and hear my problem tanya shaw jeffrey: I dont have a card ending in 1111 any more and can’t see a way to delete that if its in your system Kewalprakash: Since you have multiple attempts on 9999, it has been blocked for a day. Kewalprakash: If that is not yours, do not use it. Kewalprakash: Kindly try to make new purchase with 9999 after 24 hours and you will be able to do that. tanya shaw jeffrey: I dont think anything has been resolved Kewalprakash: I know that's the reason I am giving you this resolution./ Kewalprakash: Multiple attempts. tanya shaw jeffrey: at first my bank was the issue, now you tell me to wait it out. How is this being resolved? Kewalprakash: I will type it one more. Kewalprakash: I hope you will get that. Kewalprakash: Tanya, yes and I could tell you how? tanya shaw jeffrey: do i need to contact the bank or is this fixed within 24 hours without me doing anything? Kewalprakash: What do you want. Kewalprakash: I am here to assist not to argue. tanya shaw jeffrey: than dont Kewalprakash: If you want resolution and answer for your questions I can. tanya shaw jeffrey: all I want to know his how this is getting resolved. does the bank need to be involved or will it fix itself in 24 hours without me doing anything Kewalprakash: I have attached screenshots of your transaction page, see them. Kewalprakash: Case Id - ADB-1916266-B2M6 tanya shaw jeffrey: I can't see a single screen shot Kewalprakash: Click here to locate case id. tanya shaw jeffrey: do I still need to contact the bank Kewalprakash: We appreciate your patience and apologize for the wait. Kewalprakash: Tanya, I would like to inform you that your payment card ends with 9999 is already updated in the system. Please make sure, you have funds available on this card or the credit limit is not exceeded. |
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