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Daniel \"Jelly\" Farrelly Calculating status...
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I can't complete the sign up process.

May 14, 2012 6:30 PM

Tags: #upgrade #creative_cloud #wizard #upgrade_subscription #sign_up

The wizard at https://creative.adobe.com/join/pro ends in an infinite loop of sadness. When I get to the section for entering my credit card details and address, I fill in the correct details and click "Continue". The loading throbber appears for a few moments and is then replaced with the *same* screen, requesting that I fill in my address details again (the credit card details appear to be saved). No matter what I do I cannot get past this screen.

 

How do I get past this?

1037 Views   14 Replies   Latest reply: ChrisTuller, May 20, 2012 6:53 AM
 
Replies
  • David__B
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    1. David__B,
    May 14, 2012 6:47 PM   in reply to Daniel \"Jelly\" Farrelly
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    Hi Daniel,

     

    What browser are you using? Might test in a different broswer just to see if it helps.

     

    -Dave

     
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  • venkk
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    2. venkk,
    May 14, 2012 7:00 PM   in reply to Daniel \"Jelly\" Farrelly
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    It might be the issue with the web browser you are using.

    Try deleting the browser cookies and then try and even check with a different web browser and see if that works or not.

     
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  • Daniel \
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    3. Daniel \"Jelly\" Farrelly,
    May 14, 2012 7:07 PM   in reply to David__B
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    It's not the web browser. I've tried Chrome, Safari and Firefox, all of which do exactly the same thing (Firefox hadn't even been opened before, so no cookies). Step 3 just reappears over and over and over.

     

    I also tried from a couple of different computers. Nada.

     
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  • matthewmaclennan
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    4. matthewmaclennan,
    May 17, 2012 10:13 AM   in reply to Daniel \"Jelly\" Farrelly
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    i'm having the same probem.  i've tried safari and firefox.

     
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  • ChrisTuller
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    5. ChrisTuller,
    May 17, 2012 10:24 AM   in reply to Daniel \"Jelly\" Farrelly
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    Are you able to update your account information at https://www.adobe.com/account.html prior to going through the purchase workflow on creative.adobe.com ?

     
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  • matthewmaclennan
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    6. matthewmaclennan,
    May 17, 2012 10:44 AM   in reply to ChrisTuller
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    i can update all of my personal info.  payment info shows up as an option for a second and then disapears as the page loads - again on both safari and firefox.

     
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  • matthewmaclennan
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    7. matthewmaclennan,
    May 17, 2012 10:56 AM   in reply to ChrisTuller
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    is it possible to buy a key over the phone?  or is there some other way to complete the payment?

     
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  • David__B
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    8. David__B,
    May 17, 2012 11:08 AM   in reply to Daniel \"Jelly\" Farrelly
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    Is the address and country associated with the Adobe ID the same as the one on the credit card?

     
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  • matthewmaclennan
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    9. matthewmaclennan,
    May 17, 2012 11:17 AM   in reply to David__B
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    yes

     
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  • David__B
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    10. David__B,
    May 17, 2012 11:29 AM   in reply to matthewmaclennan
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    Maybe contact the Adobe sales department and have them complete your order over the phone?

     

    Not sure if you are in the US, but if you are here is the contact info


    Desktop and consumer products

    800-585-0774

    Monday-Friday

    6am-7pm (Pacific Time)

     
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  • ChrisTuller
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    11. ChrisTuller,
    May 17, 2012 12:31 PM   in reply to matthewmaclennan
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    matthewmaclennan-

    In the US you could choose to buy a 3-month or 12-moth prepaid card from Amazon.com or Staples.com, but I'd like to figure oout why you and others are failing at the point of piurchase.

     

    Can you send me your AdobeID so I can take a look at the account to troubleshoot the issue?

    email to ctuller@adobe.com

     
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  • Daniel \
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    12. Daniel \"Jelly\" Farrelly,
    May 17, 2012 3:15 PM   in reply to matthewmaclennan
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    I managed to work around the issue by purchasing through the Adobe store (as opposed to through the upgrade process within creative cloud). What you want to do is go to the Adobe store for your region, and find the product page for Creative Cloud which looks like this one for Australia: https://store1.adobe.com/cfusion/store/html/index.cfm?event=displayPro duct&categoryOID=7240459&store=OLS-AU. In fact, I believe you can just switch the country at that link using the dropdown labeled "International Stores". By doing it this way, you'll never be taken to the page with the infernal loop of death.

     
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  • ShaunPricePhotography
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    13. ShaunPricePhotography,
    May 20, 2012 1:00 AM   in reply to Daniel \"Jelly\" Farrelly
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    I have the same issue and spent about 2 hours over two days on the phone to Adobe with no luck. I have used IE, Firefox, Chrome, and Safari on three different computers. Rebooted, removed cookies, tried a rebuilt PC, etc, etc. After the first time when it gave me the upgrade button it no longer gives me an option to upgrade. I log out and try to purchase creative cloud as an upgrade and I get an upgrade option again but it gets to the credit card  screen  and wont go further. It goes into a loop just like this user had. It's obviously an issue at Adobe's end given all the browsers and even trying a newly rebuilt computer. I just wish they would fix it because I have to have time off work to call their business hours only sales help desk. It's already a very expensive upgrade with the time I have spent on the phone to them.

     

    I wish they would just upgrade me from their end and stop wasting my time.

     
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  • ChrisTuller
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    14. ChrisTuller,
    May 20, 2012 6:53 AM   in reply to ShaunPricePhotography
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    Shaun-

    We are working on this issue that effects some users outside the USA.

    It should be fixed soon but feel free to contact me directly if you have further concerns.

    Include your adobeID and send me an email at ctuller@adobe.com

     

    Thanks,

    Chris

     
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