error payment

[GregLoust]

Hello,

I have the same problem. I tried to buy 5 credits 2 times, I was debited two times and any credit appears on my account. What should I do ?

Thanks

Grégoire

[twaritar3263062]

Branching to a new discussion,

Hi Gregoire,

We apologize for the inconvenience caused to you.

I have checked the transaction detail and noticed that you were trying to purchase Adobe Stock- a pack of 5 credits, and due to some reason, the payment did not come through.

Let me get the issue checked with the concerned team. I will update this thread once I have more information on the transaction. Appreciate your patience.

Regards,

Twarita

[GregLoust]

Hi Twarita,

Thank you for your reactivity. If you need more information about the credit card payment, let me know your email address and I will send you the payment proof.

[twaritar3263062]

Gregoire,

There were some issues with your Adobe ID which was blocking the payment. The issue has been taken care off and resolved. I would request you to try placing the order again and check if you are getting the same error now.

Regards,

Twarita

[GregLoust]

Twarita,

I would like to, but I still not have any tangible solution (i.e. refund of my bank account or credits on my Adobe stock Account). Your solution that I have to buy more credits before I was refunded is not acceptable and especially I paid twice because of the bug.

I will consider this issue as resolved until I was refunded or credited on my Adobe Stock account.

Please, let me know what you’re going to do.

Thanks for your understanding.

Best regards,

<moderator deleted private information for security reasons and superflus signature elements for clarity>

[Sheena Kaul]

Hi there,

The issue on your account was causing the troubles which has been fixed by our backend team.

Now you may go ahead and place the order.

Regards,

Sheena

[GregLoust]

Hi Sheena,

Please understand I already paid 70 euros for nothing and I don’t want to pay again without receive a refund of these 70 euros.

May you inform your sales department of this issue.

Best regards,

<moderator deleted private information>

[twaritar3263062 · Accepted solution]

Gregoire,

We have checked your account details under the Adobe ID shared in the forums and was unable to see any charges which you have mentioned above. Do you have a different Adobe ID under which you may have purchased an Adobe Stock asset? If yes, please share the Adobe ID in a private message.

You may also contact our support team Support FAQ: How can I contact Adobe for support?  for further assistance.

In case you are unable to reach our support through the above-mentioned link, please see Contact Support FAQ: Unable to reach support through the "Contact US" link

Regards,

Twarita

[GregLoust]

Twaritar

I contacted my bank and they’ll handle this issue.

I would like to thank you very much for your help.

Best regards

<removed by moderator>

Le 8 janv. 2019 à 11:51, twaritar3263062 <forums_noreply@adobe.com <mailto:forums_noreply@adobe.com>> a écrit :

We have checked your account details under the Adobe ID shared