Skip navigation
MirandaShadowind
MirandaShadowind
Currently Being Moderated

Pre-ordered Creative Cloud, but I'm being prompted to sign up and set up billing.

May 10, 2012 9:35 PM

Tags: #adobe #creative #cloud #billing

As the subject says, I pre-ordered Cloud but when I went to download the programs, I was prompted to "sign up" and accept billing terms and such. I checked my online credit card statement, and the monthly amount has already been charged to my card.

 

Why is this happening? I don't want to be charged twice when I only need one subscription. I did not go through the entire above process yet just in case.

 

Please advise so I know how to proceed. Thank you.

5114 Views   53 Replies   Latest reply: rocky19460712, May 11, 2012 2:44 AM
 
Replies 1 2 Previous Next
  • dandman01
    Currently Being Moderated
    1. dandman01,
    May 10, 2012 9:43 PM   in reply to MirandaShadowind
    Report

    Also having the same issue - currently downloading Photoshop to see if that installs and licences itself correctly.... Answer from Adobe would be good as I don't seem to have access to my 20GB of storage, nor TypeKit etc....

     
    |
    Mark as:
  • Aeromis
    Currently Being Moderated
    2. Aeromis,
    May 10, 2012 9:47 PM   in reply to MirandaShadowind
    Report

    Same here :-(

     
    |
    Mark as:
  • willgt09
    Currently Being Moderated
    3. willgt09,
    May 10, 2012 9:47 PM   in reply to MirandaShadowind
    Report

    Same here. My order status for my 1-year CC membership says "download." I downloaded and installed the Master Collection trial on May 7th. After going to creative.adobe.com, I downloaded the new Application Manager, and oddly, it show applications that need installing that are already installed on my system. Also, they only way it seems to license the trial software I installed is by a serial number, which I can't find anywhere in my Creative Cloud account information or my order confirmation. I can go "Join the Creative Cloud" but I don't want to be double-charged $49.99. My account still seems to be on the free 2GB tier.

     
    |
    Mark as:
  • lekale
    Currently Being Moderated
    4. lekale,
    May 10, 2012 9:48 PM   in reply to MirandaShadowind
    Report

    I have also the same problem...

     
    |
    Mark as:
  • muzzman26
    Currently Being Moderated
    5. muzzman26,
    May 10, 2012 9:51 PM   in reply to MirandaShadowind
    Report

    I'm having the exact same issue.

     
    |
    Mark as:
  • willgt09
    Currently Being Moderated
    6. willgt09,
    May 10, 2012 9:52 PM   in reply to willgt09
    Report

    Oh crap. I just noticed an error in my Adobe order confirmation. The expiration date entered for my credit card is incorrect. How can I get this order either cancelled or fixed? Should I just "re-buy" my Creative Cloud membership? D'oh.

     
    |
    Mark as:
  • Preran
    Currently Being Moderated
    7. Preran,
    May 10, 2012 9:53 PM   in reply to muzzman26
    Report

    Hi everyone,

     

    I have requested the concerned people to get back to  you. Please give it some time.

     

    Thanks,

    Preran

     
    |
    Mark as:
  • VanL
    Currently Being Moderated
    8. VanL,
    May 10, 2012 9:55 PM   in reply to MirandaShadowind
    Report

    Same here, pre-ordered, downloaded Adobe Aplication Manager and Apps, but when launching apps, I'm asked for a serial number, which I can't find anywhere. Also, I only have 2gb of storage instead of the 20gb for the 1-year membership. So, frustrating.

     
    |
    Mark as:
  • kimchangkyun
    Currently Being Moderated
    9. kimchangkyun,
    May 10, 2012 10:00 PM   in reply to VanL
    Report

    same here, i guess the preorder accounts are not activated. was so excited to try this new system out.

     
    |
    Mark as:
  • Darko.Ibr
    Currently Being Moderated
    10. Darko.Ibr,
    May 10, 2012 10:02 PM   in reply to kimchangkyun
    Report

    Kinda pissy. I am in the same boat.. Just cleaned up my comp, got rid of all old adobe stuff to realize I've been charged but no membership yet....Buu any ETA when this will start wokring?

     
    |
    Mark as:
  • kimchangkyun
    Currently Being Moderated
    11. kimchangkyun,
    May 10, 2012 10:04 PM   in reply to kimchangkyun
    Report

    even bought a new computer to start fresh today. hope this gets worked out soon.

     
    |
    Mark as:
  • akrleski
    Currently Being Moderated
    12. akrleski,
    May 10, 2012 10:05 PM   in reply to MirandaShadowind
    Report

    having the same problem here....

     
    |
    Mark as:
  • sohailmamdani
    Currently Being Moderated
    13. sohailmamdani,
    May 10, 2012 10:06 PM   in reply to Preran
    Report

    Yup, same here too, Preran.

     
    |
    Mark as:
  • Kirsten Harris
    Currently Being Moderated
    14. Kirsten Harris,
    May 10, 2012 10:08 PM   in reply to kimchangkyun
    Report

    Have you signed into the Creative Cloud with the same Adobe ID that you used to pre-order the membership?

     
    |
    Mark as:
  • Darko.Ibr
    Currently Being Moderated
    15. Darko.Ibr,
    May 10, 2012 10:09 PM   in reply to Kirsten Harris
    Report

    Yes...

     
    |
    Mark as:
  • 5wiseman
    Currently Being Moderated
    16. 5wiseman,
    May 10, 2012 10:09 PM   in reply to MirandaShadowind
    Report

    Same issue here- used screen name I used to purchase the membership and double-checked that the order is listed on my 'recent orders' page.

     
    |
    Mark as:
  • VanL
    Currently Being Moderated
    17. VanL,
    May 10, 2012 10:11 PM   in reply to Kirsten Harris
    Report

    Yes, I did, use the same Adobe ID that was used to pre-order.

     
    |
    Mark as:
  • kimchangkyun
    Currently Being Moderated
    18. kimchangkyun,
    May 10, 2012 10:10 PM   in reply to Kirsten Harris
    Report

    yes i only have 1 adobe account and used that to login to Creative Cloud.

     
    |
    Mark as:
  • Aeromis
    Currently Being Moderated
    19. Aeromis,
    May 10, 2012 10:10 PM   in reply to Kirsten Harris
    Report

    Yes ^^ C'mon we're waiting...

     
    |
    Mark as:
  • Darko.Ibr
    Currently Being Moderated
    20. Darko.Ibr,
    May 10, 2012 10:12 PM   in reply to Darko.Ibr
    Report

    Can someone at adobe look into this.. I can provide any details you require??

     
    |
    Mark as:
  • Barry Hills
    Currently Being Moderated
    21. Barry Hills,
    May 10, 2012 10:15 PM   in reply to MirandaShadowind
    Report

    Thank you! We are getting a huge number of orders for Creative Cloud and they are being precessed as quickly as possible. Other customers have indicated that they tried again and things are working for them. If you have downloaded and installed in Trial mode earlier this week, you can enter your Adobe ID to activate your Subscription. If you are still having problems, please feel free to email me at bhills@adobe.com and I will make sure we get you up and running soon.

     
    |
    Mark as:
  • 5wiseman
    Currently Being Moderated
    22. 5wiseman,
    May 10, 2012 10:15 PM   in reply to MirandaShadowind
    Report

    Did anyone receive an email from Adobe this evening with some kind of confirmation? I received an order number when I preordered on the day you could pre-order and it stated I'd receive another email when the product was availble. I've not received that second email.

     

    This is teh 'apps and services' screen I've got-- everyone else have the same? https://skitch.com/delhokie/83qba/apps-and-services-adobe-creative-clo ud

     
    |
    Mark as:
  • Darko.Ibr
    Currently Being Moderated
    23. Darko.Ibr,
    May 10, 2012 10:17 PM   in reply to Barry Hills
    Report

    Barry I am bit worried since you don't have ADOBE EMPLOYEE badge next to your name.. I need some reasurance before sending out and info.. Sorry don't mean to be rude, but been bitten in the but a similar way once before...

     
    |
    Mark as:
  • VanL
    Currently Being Moderated
    24. VanL,
    May 10, 2012 10:17 PM   in reply to Kirsten Harris
    Report

    Kirsten, if it helps... I can see where I pre-ordered on April 23rd (under recent orders) and there's a dowload link, that was mentioned earlier, but CC isn't listed in my subscriptions, where I'd expect to find things like serial numbers.

     

    Is everyone else seeing the same thing in their accounts?

     
    |
    Mark as:
  • Darko.Ibr
    Currently Being Moderated
    25. Darko.Ibr,
    May 10, 2012 10:17 PM   in reply to 5wiseman
    Report

    Same things.. I am stuck there asking me to pay again to upgrade..

     
    |
    Mark as:
  • Eric Wilde
    Currently Being Moderated
    26. Eric Wilde,
    May 10, 2012 10:20 PM   in reply to Darko.Ibr
    Report

    I'm not sure if it will say "Employee" for me either; but, I can vouch for Mr. Hills. He's very much an Adobe employee.

     

    Note that if you already installed the software in trial mode and want to now license with the subscription, the best steps to follow are:

     

    1. Launch the product.
    2. In the trial screen, click the "License This Software" button.
    3. Confirm your Adobe ID as the same with which you purchased the subscription and you should be good to go.
     
    |
    Mark as:
  • Preran
    Currently Being Moderated
    27. Preran,
    May 10, 2012 10:21 PM   in reply to Darko.Ibr
    Report

    Hi Darko.lbr

     

    Barry Hills is Vice President, Creative Suite Engineering and Ops. I have the employee badge, so I hope that works for you.

     

    Thanks,

    Preran

     
    |
    Mark as:
  • Barry Hills
    Currently Being Moderated
    28. Barry Hills,
    May 10, 2012 10:21 PM   in reply to Darko.Ibr
    Report

    I will try to figure out how to put the employee badge by my name.

     

    I am actually the VP of Engineering for Creative Suite/Creative Cloud and am here on launch night trying to help folks who are having trouble.

     

    There have been a few folks who have been having this issue and we are investigating currently.

     

    I'll be back in touch shortly when we know more.

     

    Thanks,

     

    -Barry

     
    |
    Mark as:
  • Ken G. Rice
    Currently Being Moderated
    29. Ken G. Rice,
    May 10, 2012 10:22 PM   in reply to Darko.Ibr
    Report

    Barry Hills in an Adobe employee.

     
    |
    Mark as:
  • 5wiseman
    Currently Being Moderated
    30. 5wiseman,
    May 10, 2012 10:23 PM   in reply to Eric Wilde
    Report

    This is not working for me- when the app brings up my Adobe ID, it is correct, but when I click the button to register, I'm taken to the serial number entry page. I'm guessing the app is trying to verify our ID with our order-- and at least in this case, it is not working.

     
    |
    Mark as:
  • Darko.Ibr
    Currently Being Moderated
    31. Darko.Ibr,
    May 10, 2012 10:24 PM   in reply to Ken G. Rice
    Report

    Thanks Barry,

     

    like I said, didn't mean to be rude just wanted to be 100% sure...

    i'll send you my info..

     
    |
    Mark as:
  • kimchangkyun
    Currently Being Moderated
    32. kimchangkyun,
    May 10, 2012 10:33 PM   in reply to Darko.Ibr
    Report

    thanks it's working now

     
    |
    Mark as:
  • Kirsten Harris
    Currently Being Moderated
    33. Kirsten Harris,
    May 10, 2012 10:38 PM   in reply to kimchangkyun
    Report

    As Barry stated, the processing of all the pre-orders in our backend systems takes a  bit of time. Please try again after an hour. Don't purchase another subscription!

     
    |
    Mark as:
  • VanL
    Currently Being Moderated
    34. VanL,
    May 10, 2012 10:39 PM   in reply to kimchangkyun
    Report

    I can only launch InDesign and Illustrator, the rest either prompt me for a serial number or tell me I don't have a subscription (Muse).

     
    |
    Mark as:
  • dandman01
    Currently Being Moderated
    35. dandman01,
    May 10, 2012 10:42 PM   in reply to MirandaShadowind
    Report

    Have installed Photoshop and this won't allow me to get to screen where I can input my AdobeID - have tried multiple times via "Licence this software" button under Help --> Product Registration

     

    Different issue with Adobe Muse - this tells me: "Additional info required before continuing...." (or similar), then once I enter correct details it loops back around and tells me the same thing - loops.

     

    TypeKit tells me i'm on FREE account version....

     
    |
    Mark as:
  • Kirsten Harris
    Currently Being Moderated
    36. Kirsten Harris,
    May 10, 2012 10:50 PM   in reply to dandman01
    Report

    Dandman01, please be patient, your subscription will be recognized shortly.

     
    |
    Mark as:
  • pete424
    Currently Being Moderated
    37. pete424,
    May 10, 2012 10:50 PM   in reply to dandman01
    Report

    I am having some of the same issues.  I suspect it will take a couple hours to sort through this.  My question is regarding serial numbers.  Will my account have one serial number for all the products or will each one have it's own?

     
    |
    Mark as:
  • Darko.Ibr
    Currently Being Moderated
    38. Darko.Ibr,
    May 10, 2012 10:54 PM   in reply to dandman01
    Report

    Just installed After Effects, seemed to be working as under help menu I had "deactivate" button... Figured it went through.. However then I launched After Effects render engine and pop up came up to sign up for creative cloud and to let me know I am running trial.

     
    |
    Mark as:
  • Barry Hills
    Currently Being Moderated
    39. Barry Hills,
    May 10, 2012 11:05 PM   in reply to Darko.Ibr
    Report

    @Darko.Ibr     No worries :-)

     

    All- The orders are being processed as quickly as possible. We have already received feedback from some customers who were experiencing this problem and are now up and running as their Subscription was processed and enabled.

     

    Thank you for your patience, it is much appreciated.

     

    If anyone is not able to get up and running by 12:30am PDT, please email me directly at bhills@adobe.com and I'll work with the team to help resolve it as soon as possible.

     

    Thanks,

     

    Barry

     
    |
    Mark as:
1 2 Previous Next
Actions

More Like This

  • Retrieving data ...

Bookmarked By (0)

Answers + Points = Status

  • 10 points awarded for Correct Answers
  • 5 points awarded for Helpful Answers
  • 10,000+ points
  • 1,001-10,000 points
  • 501-1,000 points
  • 5-500 points