Cannot Purchase Motion Graphics Through Adobe Stock

New Here ,
May 05, 2019 May 05, 2019

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We have an account for teams here under the creative cloud apps. I have just tried to download a motion graphics through Adobe Stock which I thought would just download to our account, however, it asked for payment/purchase instead -- no bother.

Payment via our company visa has been attempted multiple times and is coming back with an error. I have checked a few forums to see that many have had this problem with no solution from Adobe.

I have cleared cache/cookies etc and now receive a slightly different version of the same error.

Message reads:

Error: We are unable to process your transaction at this time. Either verify your information or enter a different card number. If you are still unable to place your order, please contact Learn & Support for assistance.

Amazing that a company makes it so hard to take their customers money, but I'm curious if anyone else has found a hack to this? Support chat seems to be closed right now.

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correct answers 1 Correct Answer

Adobe Employee , May 06, 2019 May 06, 2019
Hello O. L.,I reviewed your account using the Adobe ID you are using on the forums and it appears that you were able to resolve this issue.EBQ

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Adobe Employee ,
May 06, 2019 May 06, 2019

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Hi Ollie,

I'm sorry to hear this.

I did check the account details and since the teams plan for Stock that you have on your account is for Standard assets it is charging you for the additional purchase.

However, when it shows to charge you somehow when you enter the card details it is confusing the purchase with your individual account and not the team one showing an error there.

I am looping in EvilBugQueen1​ to assist you better.

Regards,

Sheena

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New Here ,
May 06, 2019 May 06, 2019

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Thanks Sheena.

It amazes me for $300+ a month, the technology is confusing itself. It went through later the day anyway but the project deadline was missed so not ideal outcome.

Thanks

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Adobe Employee ,
May 06, 2019 May 06, 2019

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Hello O. L.,

I reviewed your account using the Adobe ID you are using on the forums and it appears that you were able to resolve this issue.

EBQ

EBQ

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New Here ,
May 06, 2019 May 06, 2019

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After about five hours of waiting, it went through for some reason. I missed my deadline again thanks to Adobe.

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Adobe Employee ,
May 06, 2019 May 06, 2019

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Hi O. L.,

Your best bet when you received the error would have been to Contact Customer Care since they would have been able to look up your account and tell you why your bank was preventing the transaction from going through.

EBQ

EBQ

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