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Zesty_Marshmallow081e
Participant
October 12, 2026
Open for Voting

[URGENT] Cannot open existing Adobe Express files - "Something went wrong" - Work blocked

Hi Adobe Team, I've been unable to access my existing projects in Adobe Express for the past 2 weeks. When I try to open any previous file, I get: "Something went wrong. Please wait — we'll reconnect you when it's fixed." The error persists indefinitely, NO MATTER what kind of Browser I use. I’m not on any VPN Connection and have already tried getting to my files on my mobile device. Nothing works. I’ve already also tried signing in, deleting cache etc.

✅ What works: General account access

❌ What doesn't work: Opening, editing, or downloading ANY of my existing files, creating new files.

This is blocking my work deadlines and I need URGENT ASSISTANCE. I am on a premium corporate account and can share my account email and file links via private message for security.

Please advise or escalate to a support agent. Thank you! Screenshot of error message attached.

 

      7 replies

      Zesty_Marshmallow081eAuthor
      Participant
      October 13, 2026

      Hi, 

      I need a DIRECT LINK to the Support Chat. I cannot find any direct contact resources via the link you provided. I am based in Germany. 

      This is really urgent so I’d appreciate quick help. Thank you! 

      Translate
      Rose DV
      Community Manager
      Rose DVCommunity Manager
      Community Manager
      October 13, 2026

      Hi ​@Zesty_Marshmallow081e if you use that link, there should be a pop-up chat with a Virtual Assistant - Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction. Also, if you don’t see the chat feature you may need to accept all Adobe cookies. (You should be able to ask to speak to an advisor after briefly describing your issue to the virtual assistant.)

      Rose

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      Zesty_Marshmallow081eAuthor
      Participant
      October 13, 2026

      Hey, I tried all of this but nothing works. The chat opens, but it is blacked out in my case e.g. I can’t type anything. There has to be a Customer Care network to support Premium accounts like mine. 

      Translate
      Rose DV
      Community Manager
      Rose DVCommunity Manager
      Community Manager
      October 12, 2026

      ​@Zesty_Marshmallow081e 
      Thanks for reporting this. Based on your description, you've already tried several of the common troubleshooting steps (different browsers, mobile device access, cache clearing, sign-in/out, and no VPN), and the issue appears to be isolated to existing projects while new projects can still be created.

      Can other users in your organization access shared Express projects? (if applicable)

      Since this issue is preventing access to your existing projects and has persisted after trying multiple browsers and devices, I'd also recommend contacting Adobe Customer Care through secure chat for more immediate assistance: https://helpx.adobe.com/contact.html?rghtup=autoOpen

      Please note that pop-up blockers must be disabled, and if you don't see the chat option, try accepting all cookies first.

      Rose

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