Billing FAQ for Adobe Commerce

Merchants typically pay for our services by a credit card (CC) transaction, and this FAQ is a resource to assist you when you pay your bill.

We know sometimes billing issues arise, and when they do, Adobe is here to help!

Credit Card Setup

Instructions for remitting payment to Adobe via credit card and PayPal:

One-time Payment

This payment method is for merchants with On-Premises licenses and/or quarterly billing, semi-annual billing, and annual billing. If you fall into one of these categories, kindly follow the instructions below:

1. Click here to login.

2. Please use your credentials to access your account. Only the primary account holder can access the payment section of your account.

3. Go to My Account > My Products and Services > Select Your Specific Product Purchased > Manage (located to the right of the Product) > Show Details (located to the right of the Subscription).

4. Click the Pay Now button to enter your credit card/PayPal details and complete your payment.

   NOTE

   We do not accept partial credit card or PayPal payments—by utilizing the Pay Now feature, you agree to be charged for the full invoice amount(s).

5. If you encounter an error or have any questions regarding the Pay Now feature, please contact magentocreditcollections@adobe.com for further assistance.

Autopay Set-up

This payment method is for merchants with monthly billing (except for On-Premises licenses). If you fall into this category, kindly follow the instructions below:

1. Click here to login.

2. Please use your credentials to access your account. Only the primary account holder can access the payment section of your account.

3. Go to My Account > My Product and Services > Select Your Specific Product Purchased > Manage (located to the right of the Product) > Show Details (located to the right of the Subscription).

4. Click the Change Payment Method button to add a new credit card/PayPal account or to select from existing cards/accounts on file.

5. Click Save.

   NOTE

   Once you click Save all open/unpaid invoices will be charged in full.

6. If you encounter an error or have any questions regarding the Autopay feature, please contact magentocreditcollections@adobe.com for further assistance.

FAQ

Q: How much can I charge on my Credit Card or via PayPal?

A: Currently, we accept credit card and/or PayPal payment for up-to $75,000 USD. Payments greater than $75,000 USD must be made via ACH, wire transfer, or check.

Q: How can I add a new card or PayPal account on file?

A: As a primary account holder, you can add a new card/account by doing the following:

1. Go to My Account > Account Settings > Billing and Payments.
2. Select PayPal or Credit Card, then click Add a new card and enter the details.
3. Once successfully added, click Set as Default next to the new card. You will be required to enter the CVV.
4. Delete the old card/account by clicking Delete Card to the right of the card. Only payment methods that are not set as the default can be deleted.

Q: I have a card set up for autopay, but it has expired. How can I add a new autopay credit card?

A: To add a new card, please go through the autopay set-up steps listed above. These steps for work for first-time setup and for adding new cards.

If you have gone through these instructions, but have not seen a charge on your card/account within 30 minutes, please contact: magentocreditcollections@adobe.com.

Entitlements

Entitlements are what enable you to submit tickets, download modules, and access our support teams. If you try to Submit Ticket and the option has gone missing, are unable to download the B2B module, or other modules your entitlements may have disappeared temporarily. This is usually caused by an issue with your invoicing.

Here are the steps to check that your payments are up-to-date:

1. Have the Primary Account Owner log into account https://account.magento.com and navigate to the invoices section.
2. Check to ensure there are no outstanding invoices. Once an invoice is past due by one day, entitlements are temporarily turned off until all invoices have been paid.
3. If you have an unpaid invoice, please pay this as soon as possible. This is quickly done via a CC, and making sure a CC is setup on file. Once Adobe receives payment, your entitlements will come back the same day as payment is received.
4. If you are unsure if your invoices have been paid, or you have sent payment, and are unsure if it has been received, please email Magento Credit Collections magentocreditcollections@adobe.com.

If you do not have any unpaid invoices, please create a support ticket by emailing helpcenterloginissues@magento.com and be sure to also put magentocreditcollections@adobe.com in the CC: line.

Access / Payment of Invoices

Only the primary account holder can access the payment/invoice section of their account.
Log in to https://account.magento.com, then choose the Products and Services > Select Your Specific Product Purchased > Choose Pay Now next to the proper invoice, or choose the invoice.

The first step is to review your contract. Most of those details are included in your contract. If you have any questions not in your contract, please check payments/invoices with our billing teams. Email: magentocreditcollections@adobe.com, and they will be happy to clarify and assist.

Payment Remittance, it’s always on the bottom of your invoice.

• We can only accept credit card payments below $75,000.
• Merchants on monthly billing must pay via credit card on autopay. See the CC autopay section.
• Merchants on quarterly, semi-annual, and annual can pay via credit card, but it must be done manually by the merchant.

Additional Billing Contacts

If you need another billing contact setup, please reach out to Magento Credit Collections magentocreditcollections@adobe.com, and let them know the name and email of the contacts that need to be added.