is there a person to talk to or ai chat

Hi — yes, there is. Go to https://helpx.adobe.com/support.html while signed in with your Adobe ID and click the chat icon in the bottom-right corner of the page. You will first get Adobe's virtual assistant (the AI chat); describe the problem there, and if it can't solve it, ask to be connected to an agent — a human support agent will then take over the chat. When you contact them, it helps to describe exactly what happens (your Firefly picture shows up as a pixelated screen instead of the image) and attach a screenshot, so they can log the issue properly.