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Your Stock subscription has been suspended due to a problem with billing your account.

New Here ,
May 20, 2021 May 20, 2021

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My subscription is paid until June 16th.
I still have 23 assets credited to my acount but cannot download anything because –
"Your Stock subscription has been suspended due to a problem with billing your account.

To continue using the Stock service, please update your payment details."

So assets that I have paid for are being held back for a payment due next month!?

 

I am unable to update payment details as my account is registered in Portugal and my new company credit card is not registered in that country. As I understand it the only way to change countries is to sign-up all over again for a new account (awful UX).
If I do sign-up again I will lose 23 assets that I have paid for it would seem?

This is terrible service, and to top it there's no way to call anyone.

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Adobe Community Professional ,
May 20, 2021 May 20, 2021

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Hello @aimeespeight,

 

Sorry for your situation. It is indeed a problem if the credit cards and the country of residence do not correlate. Well, I suppose there are some legal aspects behind like vat, but it makes things complicated, sometimes.

 

I suggest you contact customer care. Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. If the chat window fails to open, or is non-responsive, use a different device to start the interaction.

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703)

 

And please update this thread if you are still in pain after contacting Adobe.

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
May 20, 2021 May 20, 2021

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I was able to change payment methods and retain all my files and credits via talking with an agent on chat.
Very helpful thank you.

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Adobe Community Professional ,
May 20, 2021 May 20, 2021

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You're welcome.

ABAMBO | Hard- and Software Engineer | Photographer

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