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Fix a failed or missed payment

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Creative Cloud

Creative Cloud

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  1. Creative Cloud User Guide
  2. Introduction to Creative Cloud
    1. Common questions | Creative Cloud
    2. Creative Cloud system requirements
    3. Creative Cloud file sync | Known issues
  3. Download, install, set up, and update
    1. Download Creative Cloud apps
    2. Open Creative Cloud apps
    3. Start workspace
    4. Update Creative Cloud apps
    5. Change the language of your Creative Cloud apps
    6. Uninstall the Creative Cloud desktop app
    7. Uninstall or remove Creative Cloud apps
    8. Fix errors installing Adobe apps
    9. How and when to use the CC Cleaner tool
    10. Apps available for download
  4. Manage your account
    1. Convert a Creative Cloud trial to a paid membership
    2. Reset your Adobe password
    3. Change your Adobe plan
    4. Update credit card and billing address
    5. View, download, or email your Adobe invoice
    6. Fix a failed or missed payment
    7. Cancel Adobe trial or subscription
    8. Find support for free and discontinued products
    9. Sign in to your Adobe account
    10. Understand Creative Cloud subscription terms and refund policies
  5. Creative services
    1. Using Adobe Stock in Creative Cloud apps
    2. Using Adobe Fonts in Creative Cloud apps
    3. Upload your fonts to Creative Cloud
    4. Creative Cloud Market is no longer available
  6. Collaboration and storage services
    1. What are cloud documents
    2. Cloud documents FAQ
    3. Create or convert files to cloud documents
    4. Set up cloud documents to use offline
    5. Revert to an earlier version of a cloud document
    6. Share your work for commenting
    7. Why can't I see my cloud documents offline?
    8. Creative Cloud Libraries
    9. Collaborate on Creative Cloud Libraries and folders
    10. Collaboration FAQ
    11. Sync your files using cloud storage
    12. Find how much cloud storage you have
    13. Set sync options
    14. Discontinuation of Creative Cloud Synced files
    15. Download Synced files and content
  7. Projects
    1. Project overview
    2. Create Projects
    3. Share Projects
    4. Create new folders and libraries
    5. Move folders and libraries
  8. Organize libraries
    1. Create groups in libraries
    2. Delete groups in libraries
    3. Delete elements in libraries
    4. Move elements in libraries
  9. Creative Cloud mobile apps
    1. Common questions | Mobile apps
    2. Adobe Creative Cloud for mobile
  10. Enterprise and teams
    1. Enterprise Learn and Support
    2. Teams Learn and Support
    3. Quick start guide for team members
  11. Adobe Content Authenticity
    1. Adobe Content Authenticity (Beta)
    2. Inspect tool on Adobe Content Authenticity (Beta)
    3. Adobe Content Authenticity Chrome browser extension
    4. Content Credentials Generative AI training and usage preference
    5. Connect accounts for creative attribution

If your payment for an Adobe product or service failed or was missed, you can easily reinitiate it in a few steps.

Why was my account suspended? 

If your current payment method (and any backup payment method(s) provided) isn't working, your subscription may be suspended. We may keep trying to charge your payment method(s) for the remainder of your subscription term, and upon receipt of your payment, your full subscription account access will be restored. To avoid any interruptions, update your payment information in your Adobe account. 

How to retry your payment or update your payment info?

If your card details or billing info has changed, you can update that information. Adobe will try your payment with the new information.

  1. Sign in at https://account.adobe.com/plans.

  2. Select Edit billing and payment.

    Select the Edit billing and payment option
    Edit your billing and payment information.

    Note:

    Can't find the Edit billing and payment option? Ensure you're signed in with your correct Adobe account email address.

  3. In the pop-up screen, select one of the following:

    • Add new: Lets you pay with a new card.
    • Edit: Updates your card details or reinitiates payment with the same card.
    • Retry (if available): Reinitiates your payment with your existing card. In this case, you can skip step 4.
    Add or edit your payment method
    Add a new payment method or edit the information for the current one.

  4. Do one of the following:

    Add new card details

    To add a new card, update the necessary details. Then select Save.

    Update payment info
    Update your new card

    Edit your card details to reinitiate your payment

    To retry payment with the same card, delete your card number and retype it. Then select Save.

    Update payment info
    Delete and retype the card number

    Once you've updated your payment details, retry your payment and verify that your payment went through. Upon successful payment, the billing error message will no longer appear in your account.

    Note:

    If you're using a corporate card, make sure to use the cardholder's name and billing address. Verify the correct information by contacting the cardholder or your accounting department.

Video: How to retry your payment or update your payment info

How to verify that your payment went through?

It can take up to 24 hours for your payment to post to your account.

  1. Sign in at https://account.adobe.com/orders.

  2. Under Orders and invoices, select View invoices to see the order number for the membership plan.

    Orders and invoices screen to view invoices
    View invoices for your purchased plans.

  3. Check if your payment went through.

    View, download, or email your invoice
    View, download, or email the invoices to your email address.

    A. View B. Download C. Email 

How to avoid future payment issues?

You can avoid future payment issues and ensure a smooth transaction process using the following best practices:

  • Ensure that your payment method has enough funds to complete your purchase.
  • Keep your payment details up to date to prevent any issues due to expired or invalid information.
  • Verify that your payment method is registered in the same country as your Adobe account.

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