I have checked your account and I see that your charge for the membership of 2015-16 since April has not been received.
We have tried to charge your card several times but the payment is failing each time.
You will need to Contact Customer Care in order to update the credit card info or change to a new card.
Unless the payment goes through, the membership cannot be activated.
Do I need to provide a credit card in addition to a prepaid code? If so... why? What needs to be charged? And why would that prepaid code transaction disappear from my account after I got in contact with Adobe about my problem?
As I wrote in my original post, I already activated 1 year of CC prepaid in April. That is gone now, and I don't know why.
From an email from Adobe on April 10:
Your Creative Cloud membership is now active, and will continue until(PT). If you need help or have any questions, visit the Creative Cloud FAQ or contact Customer Support. Enjoy!
The Creative Cloud team
I've done that. I was told that my issue had to be escalated, and that Adobe would get back to me within a set time frame. Both time frames passed without any word from Adobe. I don't know what to do actually get this resolved.
I just had a chat with another rep, and the exact same discussion happened--they verified that my code was valid, told me that they couldn't help me, and said that the issue had to be escalated. I'm assuming that I'll be ignored again.
Max please get a case number from the support once they tell you that the issue will be escalated.
I'll do that the next time I chat with them. Thanks.
In that manner we will be able to track the status of your issue as well.
I attempted to have this resolved for a fourth time via chat, as I again never received an email follow-up from Adobe. The case number is 0215840640.
The agent could not resolve my issue and again said that "I want to inform you that our relevant team is working on this issue and they will get back to you within 24-48 hours via email." I don't expect to hear back, though.
We are tracking the status.
Please send a private message to me with your callback number.
Message sent. "24-48 hours," as the rep I chatted with said, have come and gone without any email contact.
e: Last rep gave the wrong case #. Correct one is 215703280.
We are working on it.
I did have Adobe attempt to charge the card I added to my account today for a few hundred bucks. I had no notice of this, of course.
AmEx decided that it was fraud, though I okayed any future transactions from Adobe for now. The Adobe Customer Care Twitter account promised me that I'd be refunded anything that was charged, and I hope this is still the case.
It's absurd that this has been dragging on since May 28.