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Critter231
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Adobe ID - can't update address book information

Mar 7, 2012 3:05 PM

Tags: #store #adobe-id

Hi,

 

Under the "My Information" section of my Adobe ID I have found that my delivery address information is incorrect.  I tried to update it but it seems to be impossible because it requires State/Province to be selected - the problem is that for New Zealand there are no choices listed so you can't choose anything.  When I press "Save changes", the State/Province boxes are highlighted in red and it won't update...  I looked through the support section and there appears to be no way to contact Adobe about this other than phoning, and I have tried phoning on another matter and couldn't get through for a long time.  Is anyone who is able to help with this reading the forums?

 

Thanks

Screen Shot 2012-03-08 at 12.03.34 PM.png Screen Shot 2012-03-08 at 12.04.17 PM.png

3081 Views   16 Replies   Latest reply: ravevfx, May 15, 2012 6:40 AM
 
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  • Preran
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    1. Preran,
    Mar 7, 2012 9:49 PM   in reply to Critter231
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    Hi Critter231,

     

    I will check with the concerned people and get back to you.

     

    Thanks,

    Preran

     
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  • Critter231
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    2. Critter231,
    Mar 7, 2012 9:50 PM   in reply to Preran
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    Thanks Preran

     
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  • Gautham K
    774 posts
    Nov 8, 2010
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    3. Gautham K,
    Mar 8, 2012 8:01 AM   in reply to Critter231
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    Hi,

     

    When you access the "My Information"Section, does the country already show up as New Zealand or do you have to manually select the option?

     
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  • Critter231
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    4. Critter231,
    Mar 8, 2012 9:58 AM   in reply to Gautham K
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    Hi,

     

    I actually found a way to update my address, but via a different part of the site: adobe.co.nz -> click on my screen name on the top-right -> my account -> Edit your Account Information.  This now has my correct address including State, and New Zealand is shown under Country and is not editable:

     

    Screen Shot 2012-03-09 at 6.54.54 AM.png

     

    The original issue is when I go to adobe.com and click "My Adobe" and then choose My address book.

     

    In this section Country actually comes up blank and is not editable:

     

    Screen Shot 2012-03-09 at 6.50.04 AM.png

     
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  • Gautham K
    774 posts
    Nov 8, 2010
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    5. Gautham K,
    Mar 8, 2012 10:03 AM   in reply to Critter231
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    Hi,

     

    Glad to know that you have been able to update your account information. The screen shown here is the right one to make the changes on as the country name will not be editable once you choose it when creating an account initially.

     
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  • Critter231
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    6. Critter231,
    Mar 8, 2012 10:07 AM   in reply to Gautham K
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    So I just use the first screen and don't worry about the other one? 

     

    If so that's fine and thanks very much for your help

     
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  • Gautham K
    774 posts
    Nov 8, 2010
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    7. Gautham K,
    Mar 8, 2012 10:11 AM   in reply to Critter231
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    Hi,

     

    The changes should reflect on the other screen automatically once updated under "Edit your account information".

     

    Thanks

     
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  • Critter231
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    8. Critter231,
    Mar 8, 2012 10:21 AM   in reply to Gautham K
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    I just checked and "My Adobe" Address book hasn't changed - it's the same as above despite successfully updating address information (again just to be sure) via adobe.co.nz.

     
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  • Gautham K
    774 posts
    Nov 8, 2010
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    9. Gautham K,
    Mar 8, 2012 1:40 PM   in reply to Critter231
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    Hi Critter231,

     

    I am currently checking on this. I will get back to you with details on what could be causing the problem.

     

    Thanks

     
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  • Critter231
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    10. Critter231,
    Mar 8, 2012 1:42 PM   in reply to Gautham K
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    Thanks Gautham, I appreciate your time

     
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  • LRuser24
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    11. LRuser24,
    Apr 3, 2012 11:35 AM   in reply to Critter231
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    I have the same problem. I am from Germany, and similar to Critter231, I can update my address information using the german site (adobe.de), but it does not update the changes here on the adobe.com site. And I cannot update my addresses here on adobe.com - with exactly the same symptons that Critter231 described (State/Province is marked red, but nothing to choose from, no country field visible, and saving is not possible).

     
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  • Steve876
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    12. Steve876,
    Apr 6, 2012 5:50 PM   in reply to LRuser24
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    I have exactly the same problem.

     

    I've just created an account to file a report about issues with flash 11.2.202.228 and now this.

     

    I'm getting VERY angry with Adobe, as this problem was reported a month back and still no resolution.

     

    Something as simple as changing your zip/post code doesn't work. How does that make Adobe look? I've spent the last 2 hours getting really annoyed. And since there's no way to manually delete your account, it has made for a very infuriating experience of this site.

     
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  • Redwerks Systems
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    13. Redwerks Systems,
    Apr 11, 2012 9:45 PM   in reply to Critter231
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    I have the same problem. My country changed to US for some reason and I can't change it back. The Adobe customer support told me that I'm correct - I can't change my address. I asked how do I pay for things if I can't change my billing address? He said I needed to create a new account. I asked, so I can't use my email address anymore? He said no I need to use another email address. Plus new billing history, settings everything, just because I can't update my country.

     

    How does this make sense? Adobe can't make a online account system where you can change your address?

     

    Then I get this auto-email telling me that they consider my case solved. I saw a link to take a survey. I thought that I could at least let them know I'm upset. I clicked the link and even that didn't work. I started the survey, choose English, click next and was taken to a screen that thanked me for my feedback!

     
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  • wayneherringaus
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    14. wayneherringaus,
    Apr 24, 2012 6:49 PM   in reply to Critter231
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    Same problem here. My country decided to change itself from Australia to Aruba (never visited there let alone lived there). Unable to change the country myself, customer service unable to do it either and advised me to create a new account and have my registrations transferred between accounts.

     

    As inconvenient as it is I did as requested. Then when I tried to have the registrations transferred the support agent told me my original account didn't exist. Even though I was logged into it! Then they "double crossed my information" and we able to find it - but my products didn't exist. I was logged into the account and could see them listed under "My Products" and provided the serial numbers.

     

    At this point they insisted that the products weren't registered and I had to register them again, which of course fails as they are already registered. So I'm stuck, they wouldn't help further. My request for a contact to escalate the problem was ignored. I can't fix the country which prevents me from purchasing Creative Cloud as an existing user (account A is an existing user in an unsupported country, account B is in a supported country but not an existing user).

     

    Seriously this system is a joke.

     
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  • ComrelPL
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    15. ComrelPL,
    Apr 29, 2012 4:40 AM   in reply to Critter231
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    I have same problem. I've just bought Creative Cloud, but I've made a mistake in my billing address, so I have to simply change it.

    It can't be done, so I will have to remove my order.

     
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  • ravevfx
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    16. ravevfx,
    May 15, 2012 6:40 AM   in reply to ComrelPL
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    I'm having the same issue. I can't update my address book. I entered new information when I was purchasing Creative Cloud (which Adobe didn't retain) then I've tried 6 times on two different browsers (clearing browsing history and cookies) to update my info... every time it says that it is saved but when I come back the old info is there. I'm livid about this issue. Every time I contact support I'm told that someone else will have to get back to me in 2-3 days—I make my living using these products and can't stand for them to not work and not be fixed imediately.

     
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