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ADOBE STORE | ONLINE ORDER AND PAYMENT FAQ
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Last updated on Aug 23, 2022
Get answers to common questions about purchasing Adobe products, payments,
downloading products, order tracking, and returning or canceling an order.
You can buy Adobe products from the Adobe Store or from a reseller. In this
article, you can learn how to buy products from the Adobe Store and get
information on downloads, serial numbers, payments, order tracking, and returns
or exchanges.
Volume license questions?
Visit the Adobe Buying Programs website.
Education customer?
See the Education FAQ for purchase options and eligibility requirements.
TOP MEMBERSHIP QUESTIONS: CREATIVE CLOUD, ACROBAT, AND ADOBE STOCK
HOW CAN I UPDATE MY CREDIT CARD INFORMATION?
See Update your credit card and billing information.
HOW CAN I VERIFY THAT MY PURCHASE OR PAYMENT WENT THROUGH?
Sign in at account.adobe.com/orders.
In the Orders and invoices page, select View invoices to view your payment
history.
Note:
It may take up to 24 hours for a payment to post to your account.
HOW DO I PRINT A RECEIPT FOR MY PURCHASE?
You can find your receipt online in your Adobe account under Orders and
invoices. For detailed instructions, see View, download, or email your Adobe
invoice.
HOW DO I TURN OFF AUTOMATIC RENEWAL?
You can't turn off automatic renewal. If you no longer want your membership,
simply cancel the membership. You will have access until the end of the current
billing cycle.
HOW DO I MAKE A PAYMENT OR PAY MY BILL?
If you receive notification that your payment could not be processed, update the
payment details associated with your membership. See Update your credit card and
billing information. We will make additional payment attempts over 30 days.
IF I PAY WITH MY DEBIT CARD, IS THERE AN EXTRA FEE?
In the United States only, Adobe may process debit card payments as PIN-less
debit transactions for your subscription. This means that although PIN-less
Debit payment transaction will be processed like a PIN-debit transaction, you
don't need to enter your Personal Identification Number (PIN).
Your financial institution may charge you a fee for payments we process as a
PIN-less debit transaction. If you have any questions regarding the terms and
conditions of your debit card, contact your financial institution using the
telephone number found on the back of your card.
HOW TO OBTAIN ADOBE PRODUCTS
WHERE CAN I OBTAIN ADOBE PRODUCTS?
You can buy Adobe products directly from the Adobe Store or from a reseller
(such as a retail store).
Because of VAT regulations, customers in the following locations cannot order
from the Adobe Store: Canary Islands, Channel Islands, Faroe Islands, Helgoland,
Liechtenstein, Madeira, Monaco, and the French Overseas Departments.
Open the Products catalog.
Note:
If you don't see the product that you want to purchase, try choosing a different
option from the menu above the product list.
Select Buy now or Start free trial.
Follow the onscreen instructions to complete the purchase. You need to create
(or sign in to) an Adobe account before you can complete your purchase.
Note:
Need help with your Adobe account? See Solve Adobe account sign-in issues.
HOW CAN I BUY A STUDENT AND TEACHER EDITION?
If you're a student or staff member at an accredited educational institution and
want to purchase an Adobe product at a discount, check the eligibility
information on one of these pages:
* Student | How to buy
* Educator | How to buy
* Administrator | How to buy
Note:
For more information about the education purchasing program, see Education FAQ.
HOW CAN I BUY A LICENSED COPY OF MY TRIAL VERSION?
You can convert a trial version of a single-user Adobe product to a fully
licensed copy. See one of the following documents for instructions:
* Convert a trial to a paid Creative Cloud membership
* Convert Acrobat Pro trial to a full license
I NEED HELP WITH CHOOSING A PRODUCT
In the Products catalog, use any of the following methods to view the product
offerings:
* Use the search bar to search for the available products.
* Expand any of the listed options Creativity and Design, PDF and E-Signatures,
Marketing and Commerce, or Additional Solutions and select the filters
within.
Have questions about products? Contact the sales team for help.
I NEED HELP WITH UPGRADING MY PRODUCT
If you are buying an upgrade, you may need to enter the serial number of the
previous version of your product to complete the download and installation. To
order online, the upgrade must be for the same platform (macOS or Windows) and
language as the original product.
For help with finding your serial number, see Find your serial number. If you
run into issues during the installation, see "Upgrade error: This serial number
is not for a qualifying product."
Still need help? Contact us.
DOWNLOADS AND SERIAL NUMBERS
I NEED HELP WITH DOWNLOADING MY ORDER
I'M HAVING A DOWNLOAD PROBLEM
Creative Cloud
Try the solutions in Troubleshoot Creative Cloud download and install issues
to resolve common browser, system, and connectivity problems that can interfere
with successful downloads.
All other products
To resolve download issues with other, non-subscription products, try the
solutions in Troubleshoot download problems.
WHERE CAN I DOWNLOAD PRODUCTS OR TRIALS?
Creative Cloud
You can download Creative Cloud products directly from the Adobe Creative Cloud
desktop app.
All other products
For information on how to download a purchased product or how to locate a
product you've already installed, see Find downloaded apps and files.
Trials and updates
To download a free product trial, go to Adobe Downloads.
Volume license
If you have a volume license, visit the Adobe Licensing Website (LWS) for
information.
Still need help? Contact us.
HOW LONG IS MY DOWNLOAD AVAILABLE?
Subscription products (Creative Cloud, Acrobat)
You have access to Creative Cloud or Document Cloud apps and services as long as
you maintain your membership or subscription. If you cancel your membership or
subscription, you continue to have access through the current billing cycle. For
more information, see Creative Cloud | Common questions and Adobe Acrobat FAQs.
Non-subscription products
Product downloads remain in your account for three years after the date of
purchase. For instructions on how to download purchased software, see Find
downloaded apps and files. If you are not able to access your account or are
unable to find your previously purchased downloads, contact Customer Support.
Adobe reserves the right to change this policy at any time with or without
notice.
HOW CAN I FIND MY SERIAL NUMBER?
Subscription products (Creative Cloud, Acrobat)
You do not need a serial number for Creative Cloud memberships or Acrobat
subscriptions. From your application, simply sign in to your Adobe account. For
information, see Sign in to activate your Adobe apps.
Non-subscription products
If you purchase a non-subscription product, such as Photoshop Elements, you
receive an email that includes your serial number after you complete your order.
You can also view your serial number anytime in your Adobe
Account under Products. For more information, see Find your serial number.
HOW LONG DOES IT TAKE TO DOWNLOAD A PRODUCT?
Download times vary according to file size and Internet connection. For more
information, see Estimated download times.
PAYMENT
PAY BY CREDIT CARD, PAYPAL, WIRE TRANSFER, OR PURCHASE ORDER
Buying a Creative Cloud membership? Credit card payment is accepted for Creative
Cloud memberships in all supported countries. Payment via PayPal is accepted in
a few supported countries. Other payment options may be available in your
country. Visit the Creative Cloud plans page to get started.
Want to pay by purchase order? The Adobe Store doesn't accept purchase orders.
However, you can use purchase orders for phone orders of U.S. $2500 or more.
Contact the sales team for more information.
HOW CAN I UPDATE MY CREDIT CARD INFORMATION? (SUBSCRIPTION PRODUCTS ONLY)
See Update your credit card and billing information.
WHY DO I HAVE A $1 CHARGE FROM ADOBE ON MY STATEMENT?
These transactions help Adobe confirm that the credit card used is valid and not
reported as lost or stolen. The transaction isn't charged to your account, and
once your credit card company verifies the card, Adobe removes the charge.
IS IT SAFE TO USE MY CREDIT CARD? IS MY INFORMATION SECURE?
Your information is secure with Adobe and Digital River, the approved e-commerce
partner for the Adobe Store.
All online credit card sales are secured with SSL technology, the most secure
encryption technology currently available for electronic transactions. Digital
River uses the same credit card networks that retail stores use when you make a
credit card purchase in person.
For more information, read the Adobe privacy policy and the Digital River
privacy policy.
MY CREDIT CARD NUMBER ISN’T ACCEPTED OR IS DECLINED
Try the following solutions:
Enter the card number correctly. Do not enter spaces or dashes. If your card has
a security code, enter it correctly on the payment screen.
Make sure that the name and billing address on your order match the name and
billing address on your credit card. If you use a corporate card, use the name
and billing address of the cardholder, not the purchaser. Check with the
cardholder or your accounting department to verify the name and billing address.
Credit card expired? Make sure that the credit card hasn't expired.
Make sure that you haven't exceeded your credit limit. Contact your financial
institution to ensure that you haven't exceeded your credit limit. Make sure
that the credit card is in good standing and that your credit card supports
online transactions.
Still need help? Contact us.
HOW DO I REMOVE MY CREDIT CARD INFORMATION FROM AN ADOBE ACCOUNT?
As part of our data security standards, Adobe does not store your credit card
information on its servers, and instead uses an encrypted token number to
process your payment.
If you need Adobe to remove this payment information, contact us.
TAXES, VAT CHARGES, AND W9 FORM
In most parts of the world, Adobe is legally required to charge sales tax
according to the calculations you see when you purchase online. If Adobe doesn't
charge taxes, you are sometimes still liable to pay the taxes yourself.
Adobe is registered in many different countries for which it is responsible for
charging and collecting VAT/GST. For most sales, the rate charged depends on the
country from which the goods or services are delivered. In Adobe European
stores, you are charged the relevant VAT rate for hard goods and services.
Tax exempt? See Place a tax-exempt order with Adobe.
Note:
To change your VAT identification number for countries in the European Union,
see Update VAT identification number | Countries in the European Union.
To update tax-related information for other countries, contact us.
Country or region
Tax/VAT policies
United States
Tax laws vary from state to state. You can download a copy of Adobe's W9 form.
Canada
Adobe collects and remits the Canadian Goods and Services Tax, Harmonized sales
tax, and Ontario Provincial sales tax.
European Union (EU)
If you purchase a subscription or stand-alone product and provide a valid VAT
number at the point of purchase, you aren't charged VAT.
Ireland
Adobe is established in Ireland for VAT purposes, so downloads and subscriptions
are considered domestic sales and are charged the Irish VAT rate for Ireland
members.
Norway
Switzerland
Adobe is VAT-registered in Norway and in Switzerland as a requirement under
these countries' VAT regimes. Adobe is obligated to charge VAT to “consumer”
customers in Norway; if you provide a valid Norwegian VAT number, no VAT is
charged. Adobe is obligated to charge Swiss VAT to all customers in Switzerland.
Australia
Singapore
Appropriate tax is charged during the check-out process. You see the amount
listed on your order.
Brazil, New Zealand, Hong Kong SAR of China, and South Africa
No tax is charged during the check-out process for orders shipping to these
countries.
Russia
See Changes in VAT rates | Russia
HOW DO I GET A RECEIPT FOR MY PURCHASE?
See Find and print your Adobe invoice.
ORDER TRACKING
HOW CAN I VIEW MY ORDER HISTORY, NUMBER OR STATUS?
It can take up to 48 hours to process an order, not including weekends. An
additional 24-hour delay can occur if an order is reviewed to protect against
fraudulent credit card use.
You can check the details of your order by viewing your order history.
Sign in at https://account.adobe.com/orders.
Once your order is processed, it appears on the Orders and invoices list. To see
the details of your order, select View invoices.
VOLUME LICENSES
Check your order status using the Adobe Licensing Website (LWS).
RETURNING AND CANCELING ORDERS
I WANT TO CHANGE OR CANCEL MY SUBSCRIPTION OR ORDER
* Learn how to cancel your membership or subscription:
* Creative Cloud apps
* Acrobat and PDF services
* Adobe Stock
* Learn how to Return or exchange a non-subscription product.
WHERE'S MY REFUND?
SUBSCRIPTION PRODUCTS (CREATIVE CLOUD, ACROBAT)
Sign in to your Adobe account to see your plans and products. Canceled
memberships and subscriptions are listed under Plans with the word "Expired."
To see information on the refund transaction, select Manage plan under your
membership or subscription. The transaction history appears under Billing
history.
NON-SUBSCRIPTION PRODUCTS
Refunds typically take five to seven days to clear after we process the refund
request. For information on how to request a refund, see Return, cancel, or
exchange an Adobe order.
PURCHASED FROM A RESELLER
If you purchased your Adobe product from a reseller and not from the Adobe
Store, contact the reseller to request a refund.
MORE LIKE THIS
* Buy Adobe products
* End-user license agreements FAQ
* Activate and deactivate Adobe products
* Return, cancel, or exchange an Adobe order
* Download your Creative Cloud apps
* Exchange a product for a different language or platform version
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