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HSTuniversity
Participant
Jun 30, 2017 4:26 PM UTC
Answered

Endless Loop of NO Prime Support

There once was a time I could call Prime Support or Chat with Prime Support.  No Longer???

When I click on 'Help' and Contact, it brings me to the Adobe Support, Prime is a 'Less Common Option' and after selecting it, the only choice I get is 'Adobe Captivate Prime Help' webpage.  At the bottom, If I click on 'Contact Us' (it says REAL HELP FROM REAL PEOPLE under that), it sends me right back to the Adobe Support page to then the loop starts all over again.

Anyone have a link to 'Chat' or, worst case, a phone number for Captivate Prime Support?

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pranavj
pranavjCorrect answer
Adobe Employee
Jul 7, 2017 2:38 PM UTC

Hi Richard,

This issue is now fixed and you can contact Adobe Captivate Prime support via chat as well by visiting the below mentioned link

Learning resources, help manuals and FAQs and at last section Troubleshooting and Chat Support you can click on the link for chat support.

Regards,

Pranav jain

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5 replies

pranavj
Adobe Employee
pranavjCorrect answer
Adobe Employee
Jul 7, 2017 2:38 PM UTC

Hi Richard,

This issue is now fixed and you can contact Adobe Captivate Prime support via chat as well by visiting the below mentioned link

Learning resources, help manuals and FAQs and at last section Troubleshooting and Chat Support you can click on the link for chat support.

Regards,

Pranav jain

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HSTuniversityAuthor
Participant
Jul 7, 2017 3:07 PM UTC

Excellent... Thank you!!

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pranavj
Adobe Employee
pranavj
Adobe Employee
Jul 6, 2017 10:40 AM UTC

Hi Richard,

Sorry for the inconvenience and thanks for bringing this to our notice.

We are currently working to resolve this issue. I'll get back to you with updates once we fix this from backend.

In the interim, You might need to choose "Account Issues" for 1st option and Click "Chat" for option 3.


Your chat would land to some different queue however you need to ask the person to transfer your chat to Captivate Prime queue.

Hope this helps.

Or you can email captivateprimesupport@adobe.com for reaching captivate prime team.

Regards,

Pranav Jain

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brandonb45036031
brandonb45036031
Participating Frequently
Jul 5, 2017 3:58 PM UTC

seems as if adobe just ignores the clients who have issues that they don't have a concrete answer to.

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    Harrell_t
    Harrell_t
    Inspiring
    Jul 3, 2017 1:28 PM UTC

    HI HST U.

    Sorry to hear about your communication challenges with the Prime Support team.

    I've had similar issues in the past.

    So, for immediate help with bugs, problems, and how-tos - instead of going the route of the links you mentioned, I contact my Technical Support Consultant and Customer Success Manager. Whoever that is for you, I would suggest pinging them first on your issues.

    Regards,

    Thomas H.

    Master Electronics

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