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Adobe Creative Cloud

fisk303

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Trying to purchase

Jun 1, 2012 9:26 PM

Tags: #issue #creative_cloud #payment

Can't get past step 3 of the "join page", to subscribe to the creative cloud special offer.

- All required fields are filled in

- Country is preset corrently to Australia, without a text box to edit

- each time i click to continue, another "change" link is added to the end of the greyed out step 2 line

Is now the second week i am unable to purchase the service.

Might be limited to Australia buyers?

http://forums.adobe.com/message/4440924#4440924

1130 Views 19 Replies Latest reply: Ken G. Rice, Jun 23, 2012 11:22 AM

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1. David__B,

Jun 8, 2012 10:21 PM in reply to fisk303

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Are you still having the issue? Might test in a different browser.

-Dave

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2. kekerobertson,

Jun 9, 2012 2:57 AM in reply to David__B

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I'm having the extact same issue. I gave up trying this about a month ago.

I have tried both Safari and Chrome to no avail.

Any solution?

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3. usagizmo,

Jun 9, 2012 6:10 AM in reply to kekerobertson

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You may not be able to do registration of a credit card.

http://forums.adobe.com/thread/1013271

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4. kekerobertson,

Jun 9, 2012 6:21 AM in reply to usagizmo

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Thanks, however there doesn't seem to be an option for the upgrade from CS5 offer.

Seems like that method work work otherwise!

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5. fisk303,

Jun 9, 2012 9:27 PM in reply to kekerobertson

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Tried a variety of browsers mac safari/chrome also on win7 with firefox. Also tried a different net provider.

Get the same results;
each time i click continue for set three i go straight back to step 3
with a new update and the end of the 2 to line.

Understand the cloud service is a new thing, but worth making it easy for customers to purchase.

Thx Usagizmo - But alas the alternate payment link doesn't include discount to previous registered users. Would rather pay $37.99 pm for the first year.

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6. kekerobertson,

Jun 10, 2012 12:07 AM in reply to fisk303

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Alas indeed.

I'm going to contact Adobe sales (Australia) tomorrow and see what they say.

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7. brian.wilcox,

Jun 11, 2012 6:54 AM in reply to David__B

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I am having the same issue here. Even the adobe phone sales rep wasn't able to make the buy for me. The huge flaw here is that we don't have any error feedback pointing to what would be the issue...
Considering buying the full price via that alternate link and getting the refund for the special offer... This process is a pain at the moment.

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8. kekerobertson,

Jun 13, 2012 8:28 PM in reply to brian.wilcox

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Still no luck with this I'm afraid.

I was on the phone for about 45min with an Adobe support person on Tuesday who hadn't a clue how to resolve it. He even logged in himself using my details and encountered the same issue over and over again. It appears that this offer can only be purchased using the blue ugrade button when logged into creativecloud.com and going through its checkout system. Neither the adobe.com store nor phone sales have this special on offer.

After conceding defeat, the rep gave me a case number and forwarded my situation onto both his superiors and, I think, the sales tech department. I was also told that I would receive a phone call within 24 hours, but I have yet to hear anything... 48hours later.

Must be a big issue for them.

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9. ipnossoft,

Jun 13, 2012 8:39 PM in reply to kekerobertson

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haha good luck...

I passed a WHOLE MORNING on the phone with them.
Really needed to get the cloud since my tril was expiring.

They encountered the same thing where the system hanged on the #3 process.
NOBODY knew what was happening since their system doesn't have any error log report! C'mon adobe! Get your act together...

Tried 4 diff credit card with no luck. The girl didn't have no clue and was in a HUGE hurry to finish with me and blamed my credit cards... She even had the guts to tell me it worked with their credit card test.. bollocks... their system is flawed and for some reason my account didn't want to accept the membership. even via the alternative buy.

So I tried making a new account and trying my BAD credit card on (forget the rebate then...)
and MAGIC! my credit card worked... So now who do we blame?

So now I am waiting to get my 2 accounts merged together and change my membership to the intro price. But hey couldn't be that easy...
Now in their support case for the merger is withdrawn and my products don't appear. How do I get my rebate now?

I reckon I should get a compensation for their crappy client experience and huge waste of time (my bosses we're pissed).

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10. Ken G. Rice,

Jun 14, 2012 2:23 PM in reply to ipnossoft

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We are investigating this problem. Would each of you having the issue please email me at kenrice@adobe.com with your Adobe ID and the type of plan you are trying to sign up for (Intro Offer, Annual or Month-to-Month). I apologize for the poor experience so far. We are listening and do take your feedback and complaints seriously.

1st UPDATE
We have identified the root cause of the issue affecting kekerobertson, fisk303, and brian.wilcox. Your VAT ID was set as undefined. We are fixing this for you and I will update this post again once it is fixed.

2nd UPDATE
Your accounts have been fixed and you should be able to subscribe now with no issues.

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11. kekerobertson,

Jun 14, 2012 5:31 PM in reply to Ken G. Rice

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Thanks Ken.

Payment went through, although it did get completely stuck on the Please Wait screen, although I did get an Order Confirmation number sent to me on email.
Will try it out when I get home.

Thanks again.

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12. Ken G. Rice,

Jun 14, 2012 5:50 PM in reply to kekerobertson

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@kekerobertson - Glad to hear you succeeded. By "get completely stuck on the Please Wait screen" to you mean stayed on this screen until you closed the tab/browser? And if so how long did you wait?

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13. kekerobertson,

Jun 14, 2012 6:20 PM in reply to Ken G. Rice

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I did mean exactly that... about 12-17min.

After a browser restart I logged into creativecloud.com and I no longer have the upgrade buttom top right, and my storage bar indicates 20Gb.

...Therefore I assume it is working correctly.

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14. fisk303,

Jun 14, 2012 9:39 PM in reply to Ken G. Rice

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Didn't get past "please wait" also.

Openning a new browser does show 20g / and application download links rather than trial links.

So looks like i am signed up. CS6 here i come!

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15. ianlabardee,

Jun 15, 2012 8:25 AM in reply to Ken G. Rice

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I just tried purchasing Creative Cloud on an annual plan, and I'm also getting stuck at the grayed-out "Please Wait" screen after checkout. Notes:

I did receive a confirmation email stating my order was processed successfully.
When I open a new tab and check out Creative Cloud, it still says "Upgrade" in the upper right, and I only have "Try" links for the apps.
When I open a new tabe and look at my Adobe Account/Subscriptions and Services page, it shows me as having an active one year membership to Creative Cloud.

So, I've paid, but I'm stuck in limbo at the moment...

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16. ianlabardee,

Jun 15, 2012 12:12 PM in reply to ianlabardee

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Just FYI, it looks like my issue resolved itself. For anyone else that might be experiencing the issue, I hit refresh on the (stuck) "Please Wait" screen. When the screen refreshed, it took me back to the blank purchase form. I was a little concerned, because I knew I had already made the purchase, and didn't want to be charged twice. So, before filling in the form again, I opened a new tab to check out my Creative Cloud, and sure enough, it was activated and I had download links for all the apps. So, I just killed the other tab without completing the purchase form again (obviously).

My guess is that there's something that is getting stuck in the purchase/activation process that causes that "Please Wait" screen to just hang. As long as you're not getting charged twice, refreshing seems to be the workaround.

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17. Ken G. Rice,

Jun 15, 2012 2:22 PM in reply to ianlabardee

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All of ther orders were getting processed correctly, there was just a small bug with the "Please Wait" overlay. The "Please Wait" overlay never going away (shown below) has been fixed:

You will still see the "Please Wait" overlay for a moment, but should then transition to this page:

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18. jyamamoto,

Jun 23, 2012 7:01 AM in reply to Ken G. Rice

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Hi Ken

I'm having similar issues purchasing an annual plan with Intro offer. My issue is slightly different than the above mentioned, as it seems I can not access step 3.

After clicking "Accept Billing Terms", step 3 appears and just hangs with the loading icon rotating. I've tried waiting for at least 15mins, but doesn't seem to load at all. Is this something you can help me out with?

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19. Ken G. Rice,

Jun 23, 2012 11:22 AM in reply to jyamamoto

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@jyamamoto - Please email me your Adobe ID, which OS you are using, and which browser (and version) you are using to kenrice@adobe.com.

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