Adobe Creative Cloud payment failed?

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  • Updated 9 months ago
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?

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Anthony Blackett

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Posted 9 months ago

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dmeephd

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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.
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Dennis Nisbet

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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!
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Dennis,

You've posted this already here:  Does anyone at Adobe ever read anything posted here? and answered.

Please stop with this FUD.

Please see: https://feedback.photoshop.com/photoshop_family/topics/welcome_to_the_photoshop_family_feedback_site...

I personally have close to 15,000 replies on this site. That's just myself, not including the over 263 employees that have interacted with customers on this platform.

Here are all the implemented ideas: https://feedback.photoshop.com/photoshop_family?topic-list[settings][status]=complete&topic-list...

Here are all the solved problems: https://feedback.photoshop.com/photoshop_family?topic-list[settings][status]=complete&topic-list...
(Edited)
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paul kettlewell

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FUD ... in Scotland means a certain ladies part ... just giggling ... 

"Please stop with this FUD ... "
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Dennis Nisbet

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Hello Jeffery,
I can certainly appreciate how you might feel the way you do. With perhaps as much as 99% of the issues being expressed are of a "Local" nature and not directly caused by an Adobe product, I don't see how even you, as diligent as you are, can keep up with it.
I've repeated my comment several times about no one at Adobe paying attention to what was written here. So far only one person, you, out of approximately 19,560 people at Adobe have responded.
There is an old saying that goes like this: For every customer that complains about an issue with a product or company, there are at least 20 more that wish they had and perhaps 100 more that agree with the issue..
At this time there are many people just like me that are skeptical about how much Adobe really cares what their customers think. Adobe's silence regarding the last release of Photoshop is a good example of why!
Here is a quote from Sam Walton, founder of WalMart:
There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.
It doesn't take much to please most people. Sometimes just a simple explanation is enough.
However, when you are silent, acting with indifference, your customers have no choice but to express their dissatisfaction. 
Much of the improvements that Adobe has made over the years have greatly enhanced Photoshop. So much so that it is hard to consider anything as a viable replacement.
However, the last changes made to Photoshop, on the surface, look like Child's Play with a total lack of regard for those that rely on Photoshop for their living. 
As many have pointed out, while there is finally a product on the horizon that could be, someday, a replacement for Photoshop, it has a long way to go and it isn't practical for most people and companies to consider a change.
It's likely that the biggest users of that new product will be those people that are not dependent on their livelihood with Photoshop. As you know, that is a big number of users!  
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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You posted 20 hours ago during a holiday when most employees are spending time with their families. Again, please see https://feedback.photoshop.com/photoshop_family/topics/welcome_to_the_photoshop_family_feedback_site... 

While we'd like to personally respond to to each and every comment, we simply do not have the time, nor is it a good use of our time. When you post "I do not think Adobe ever looks at this site" which is verifiably false, it does not help me, you, or the other folks looking for help, so please stop. Thanks!
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Carlos Cardona

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Historically bad authentication servers? I’ve seen 25 years of such errors!
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Victoria Bampton - Lightroom Queen, Champion

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> 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
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Rich

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" 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. 
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Anthony,

Let me look into this issue for you this AM.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Anthony, I think I've found the issue. I'm working with the licensing team to get it straightened out.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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"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.
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Anthony Blackett

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Thank you Jeffrey, with all the Internet fraud that goes on, I was just a bit concerned that a payment had failed when a transaction shouldn't have occurred.

Still a bit puzzled about the activation on the 1 Jan 2019, which I didn't do, and now says 2 Jan 2019. The activation on 21 Oct 2018 has WINDOWS_64 against it, so I'm assuming this is the 64-bit license, while the activation on 2 Jan 2019 has WINDOWS, indicating 32-bit.

If it's not doing any harm, then I can sort out what I have activated.

Sorry for stirring up the hornets nest, as I said, I was concerned that there might have been some fraud happening.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Thanks. I appreciate the concern and I want to figure out what’s going on. I know there was a bug where people with prepaid accounts were getting payment warnings when they shouldn’t. I suspect that might be the problem but I thought it was fixed already. I will let you know.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Anthony, confirmed you were hit by the bug I mentioned. It should be fixed in the next week or so. Let me know if you get another warning error in February. If the fix goes through right, you shouldn't get any alerts about renewal until your last month.
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Anthony Blackett

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Thanks again Jeffery, I'll let you know what happens.
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Dave Roberts

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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?
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Matt Greenslade

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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???
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Dennis Nisbet

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Matt, You got that right!