I've entered all the information requested (required) and click on "confirm" it keeps coming back to the same screen but doesn't indicate what information is missing (none that I can see!) nor is there any message about what the potential problem is.
It will show error message if any information is wrong or missing on the same screen it returns . Please try to refresh the browser and see if it helps. Also please try to signout and signin again and enter all the information once again.
It would be helpful if you could send screenshot.
Thank you for your reply. And here is a screen shot. I have tried numerous
times to a) refresh the browser, have signed out and back in to try again.
All the required fields have correct information in them (information
matches my existing Adobe account.)
Any helpful suggestions will be appreciated!
Verena von Stritzky
Can you provide us some more info.
Which state and city are you trying to purchase in Canada.
What is the browser version are you using. Are you on Win/Mac.
Did you try some different browser and experienced the same results.
Please provide screenshot for us so we can investigate more.
Thanks for trying to help me.
To answer your questions:
I am in Toronto, Ontario, Canada.
My browser is Safari and I am trying to order Creative Cloud from my
MacBook Pro. My OS is the most recent version of Mountain Lion I am just
waiting for the new release of Lion to upgrade to that I'm told it's
supposed to be available next week. I just checked for software updates, and
my system is up-to-date.
I will try to past the screen shots into the body of the email below. These
are all after I have entered the information and clicked on "continue" - the
screen disappears and appears to be processing something, then goes back to
the screen below. It's done this after I logged out and signed in again,
after I refreshed the browser, and after I shut down and restarted my
system. The MacBook Pro is the system where I have the Creative Suites apps
I purchased in June 2011 (CS5.5)
I do also have a PC laptop Windows 7 OS with internet explorer as the
browser, but I have not tried from it, as I likely will primarily use my MAC
to access Creative Cloud.
You are allowed to use your Creative Cloud apps on two computer, so it couldn't hurt to order from your PC laptop and then install on both systems.
Though it would be nice to find the solution to the problem you're currently experiencing. We still are not seeing your screenshots, this little camera button will allow you to add it.
Ah - I finally figured out that attaching the screen shot to an email did not upload it for you to see! (Sorry - I'm new to the on-line forum world) I tried again - am not sure why the system keeps returning me to this screen. All information is correct, all required fields have information - and it's not letting me know WHAT the problem is (which would be helpful - because then I could address it!.
Thanks for your help.
Hmm, just going to make the suggestion that you delete the spaces in your phone number and remove the word undefined from the third address line.
I'm not sure at all if that will work, but it could be worth it.
Tried that - didn't change anything. I also tried re-entering all the info (Adobe populates basic address info on sign-in). As I said, the frustrating thing is that there is no indication of what the problem is - it just keeps returnign to that screen.
I'd suggest contacting Adobe Support directly through this link.
Choose Creative Cloud as your product.
Choose Managing my Membership, Subscriptions and Online Services as your topic.
Click the gray button that says I still need help...
You should be able to call a number or chat with a support agent. I'm sorry I couldn't be of more help, I hope this gets resolved soon.
From the above screenshot the URL shows you are trying to purchase CCM with special offer.
I tried entering your Billing information on Mac Safari. Looks like the Billing information is correct and accepted. I was able to see Billing address verification screen.
Please try once on Win machine. If you get into the same situation please contact support mentioned above.
Also please do check the Payment Card info. I got the same screen as shown above when i entered wrong Credit card information but was able to see error messages displayed in red.
Europe, Middle East and Africa