Photoshop.com: Problem adding online storage to my account

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  • Updated 6 years ago
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I wanted to add 20GB of storage to my Photoshop.com account. Instead of adding just the storage I wanted, I inadvertently upgraded to Photoshop Elements Plus by clicking the wrong link. I requested a cancellation of that order the same day. I am waiting for a refund to my credit card. Now when I click the correct link to "Add storage" to my photoshop.com account, I get a message that the refund for Elements Plus is being processed, and then my order for the addition 20GB of basic storage hangs. I've called Adobe at 800-585-0774, 800-833-6687, 877-822-3623, and tried live chat multiple times, to no avail. One of the foreign live chat contacts wanted to know if I was ready to "please" an order. One of the customer service reps hung up on me. The sales rep became impatient when he realized I don't want to purchase software, just online storage. I would like to purchase 20GB of online storage at photoshop.com. It shouldn't be this difficult.
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Therese Glidden

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  • amazed that Adobe can stay in business with such abysmal customer support

Posted 8 years ago

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Brett N, Official Rep

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Now that we've had a chance to talk and get things straightened out, let me know if you have any questions or encounter any more issues.
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Therese Glidden

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Thank you very much for untangling the problems I experienced with syncing my PS.com, Express uploader, and PSE8 stored media, as well as the issues related to my PS.com account status. Best regards, Terri
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Lawrence Salba

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I am having the same problem buying more storage for my photos. I'm glad Therese's problem has been solved, but I don't know how to solve my problem.
Larry Salba
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Brett N, Official Rep

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Hello Lawrence,

Did you also mistakenly purchase a Plus membership rather than just getting additional storage?
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Lawrence Salba

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No. I tried to purchase the storage later that day and it worked. I don't know why. Today (5/27) I tried to upgrade my storage again, but received the same error message. When I called the number specified in the error message: 800-585-0774, I got software sales. They couldn't help me or give me another number to call.
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David Rizor

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Has anyone figured out how to purchase more online storage? I can't even get the incorrect link that Theresa clicked on. I do get options to "add storage" but when I click on those buttons it takes me to software sales with no option for storage purchase. Adobe "service" is anti-helpful. They are also geared toward software sales and continue to either put me on hold and never answer again or the chat gives me that 0774 sales number that puts me on hold to wither and die!!
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Brett N, Official Rep

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When you click the Add Storage button, is this within Photoshop/Premiere Elements or on Photoshop.com? If Elements, which version? If you are using Photoshop.com, what browser are you working in? Also, what OS are you on?
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David Rizor

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Using Mac OSX & Firefox. I have tried buttons within Photoshop Elements 9 and on photoshop.com. The most frustrating part of this is extremely poor customer service at Adobe.
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Brett N, Official Rep

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I'm sorry about the experience you are having with Customer Service. I can only imagine that they are not properly understanding what you are encountering and what you wish to accomplish.

Clicking the Add Storage button should not take you to any sort of conventional web page, what you should see after clicking the button is this (screen shot taken from Firefox on Mac):

Can you post a screen shot of what you are seeing?
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Mike Rosegger

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I know this is a nine month old thread, but I hope you are still there to help. I too have had a very frustrating experience trying to add storage. I get to the screen showing the Upgrade button,. I choose Upgrade, and get to s a screen showing terms and conditions. I agree to the terms, click Checkout, and nothing happens.
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David Rizor

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I get this popup window. Clicking on the "details" button like it tells me to takes me to a "store" site to buy software



On my end it looks like code is loading instead of the screenshot--if so, here is what I get--a pop-up box like the one you posted. It says : Upgrade Account If you would like view or change your billing information or subscription level, click the "details" button below. A new browser window will open and take you to the Adobe store. You will need you Adobe ID and password.
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Jens Francis

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I have this same issue. Did you guys figure out what's happening and how to work around it? I recently renewed for an additoinal year, but it's not worth much if I can't add storage (I'm maxed out).

Thanks, Jens.
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Brett N, Official Rep

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Jens, we've seen this issue in the past, but yours is the first we've heard about it in a while. Did you try from a different web browser? If so, it may be an issue on our side (we haven't heard any other reports), and it may clear up in the near future. We just released an update to the web site today. Try it again.
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Jens Francis

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I just tried once again. I'm kind of confused on the process. After I hit DETAILS, it takes me to the Adobe Store. From there I click on YOUR SUBSCRIPTIONS which shows one entry: Elements Basic 40GB (Annually).

Once I click on that link, it brings up SUBSCRIPTION INFO which has three options:

- turn AutoRenewal on/off
- View Transaction History
- Edit Billing

Nothing else is available. I've tried this from multiple browsers on both a Mac and PC.

One point of note: The Subscription Status shows: Canceled but the end date is July 23, 2013.

Thoughts?
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Jens Francis

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Hey Brett-

I figured it out. I have to turn AutoRenewal on before purchasing more space.
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Brett N, Official Rep

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Ah, makes sense. Basically your account was closed and waiting to expire, thus you could not upgrade it.
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Brett N, Official Rep

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Dan, do you have the same issue where you see the above screen shot posted by David? Or are you seeing something else?
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Dan Clarke

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Yes, I had the same screen. I was able to upgrade, I can't remember how. I think I had to go online in my browser to the subscription page, click my original order, upgrade, change my payment method and voila.
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Brett N, Official Rep

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Strange that you were seeing the same behavior. It may be a hiccup in the system, because we can't seem to reproduce it on our side to track it down.
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Beth Brenner

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I am having trouble upgrading my account - it just freezes when I press the
checkout button
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Mike Rosegger

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Same here. I have already initiated two on-line support chats. The second one told me to do something, then hung up on me before I could tell him it didn't work. I know they get all levels of users on support calls, but they approach each one like the user is computer illiterate. As a result, they do not listen. I wish I could convince them to simply try the upgrade process themselves, but they do not seem to be willing to do that. I am researching other sites to store photos. I am quickly losing faith in this one.
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Brett N, Official Rep

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We did have an issue with the order process on the web site. But it was cleared up yesterday. Give it another try.
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Mike Rosegger

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Thanks Brett. I am happy to hear someone admit there was a problem with the process, because the on-line chat people I corresponded with twice did not seem to believe me when I said the process was broken. All is good now.
P.S. Your photo makes you look like the gym class bully.
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Vernon Davis

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My problem was not exactly like this as I wanted to purchase online storage and clicked the correct button but the online chat support and the hanging up the phone when I was explaining the problem I was having all sounds very familiar. Adobe really needs to improve their customer service.

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