anthony_blackett's profile

380 Messages

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6.7K Points

Tue, Jan 1, 2019 11:52 PM

Adobe Creative Cloud payment failed?

Today, 2 Jan, 2019, I received a notice from the Creative Cloud app that a payment for my Photography Plan had failed.

Looking at my account, my renewal is not due until 3 Jul, 2019!

I have also noticed that my Photography Plan has three activations, yet I only activated it twice. The last activation I had done myself were once on my Laptop PC on 21 Oct, 2018 and once on my Desktop PC on 20 Dec, 2018.

Now my activations have a second one recorded against my Laptop, activated on 1 Jan, 2019.

I didn't activate this and since there were already two activations, I wouldn't have been able to anyway.

What is going on here?

Responses

294 Messages

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4.5K Points

3 y ago

Received the same notice this morning as well.  My renewal is not due until the 26th of January.

Must be a fault in their billing system.  I am not pestered when starting up any Adobe app, so it must be their email system goofing up.

78 Messages

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2K Points

3 y ago

Adobe must have a path other than this one to resolve such problems. I do not think Adobe ever looks at this site.
Not long ago, I had the same issue because my credit card was expiring in about 60 days. Duh!

799 Messages

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11.5K Points

3 y ago

Historically bad authentication servers? I’ve seen 25 years of such errors!

Champion

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6.7K Messages

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111.7K Points

3 y ago

> Adobe must have a path other than this one to resolve such problems. I do not think Adobe ever looks at this site.

Adobe engineering teams read everything on this site, so it's by far the best place for bug reports and feature requests. The billing and account issues are indeed better going straight to customer services https://www.adobe.com/contact

35 Messages

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732 Points

3 y ago

" What is going on here?"  Judging by the number of complaints on this forum and the fact I can't use the latest version I can only imagine what ISN"T going on with Adobe. 

Adobe Administrator

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15.9K Messages

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296.4K Points

3 y ago

Hi Anthony,

Let me look into this issue for you this AM.

Adobe Administrator

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15.9K Messages

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296.4K Points

3 y ago

Anthony, I think I've found the issue. I'm working with the licensing team to get it straightened out.

Adobe Administrator

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15.9K Messages

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296.4K Points

3 y ago

"I have also noticed that my Photography Plan has three activations, yet I only activated it twice. The last activation I had done myself were once on my Laptop PC on 21 Oct, 2018 and once on my Desktop PC on 20 Dec, 2018."

So the answer to this one is that the older products (e.g Lightroom Classic 7.x, Photoshop 19.x, Lightroom CC 1.x) use 32-bit activation and the current products (the 2019 release from MAX last October, e.g. Lightroom Classic 8.x, Photoshop 20.x, Lightroom CC 2.x) use 64-bit activation. It's likely you had an older 32-bit activation version licensed then launched a new 64-bit licensed version version which activated or vice versa. The two sets of activation don't count against each other, so it shouldn't cause any problems activating two different machines. They're aware that UI is bit confusing around this and it sounds like it's something they're working on.

"Today, 2 Jan, 2019, I received a notice from the Creative Cloud app that a payment for my Photography Plan had failed."

I am still investigating this issue. But I can confirm that your membership is paid through July 3, 2019.

159 Messages

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4.2K Points

3 y ago

This reply was created from a merged topic originally titled Payment failed.

Not expecting an answer but thought I would share. In the CC app on my Mac I had a notification saying my payment (monthly credit card payment) failed. It did not, checking my Credit card it paid, checking my adobe account it paid, so why did I get the notification?

37 Messages

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672 Points

3 y ago

FUD ... fear, uncertainty and doubt? That describes perfectly the feeling of opening Photoshop every morning. Why is it taking so long to open? Will it grind to a crawl with a new update pending? Which features will stop working with the inevitable bugs in the next update (in addition to healing brush obviously)? Will I lose otherwise productive time and miss my deadlines???

78 Messages

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2K Points

3 y ago

Matt, You got that right!