Contacting support when Creative Cloud account not recognised

Forum|Forum|4 years ago
October 19, 2021
3 replies
433 views

How do I contact Adobe about an account it says doesn't exist but that I have been using for years, have receipts for payment for the Creative Cloud All Apps and the account listed in Adobe Account Access? You can't contact support it would seem without logging in but you can't log in if it doesn't recognise your account. I've used a free account to log in but that only gives me forum posting access. I need to sort this rather fast! Help appreciated.

Account management

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Abambo

Community Expert

I've used a free account to log in but that only gives me forum posting access. I need to sort this rather fast! Help appreciated.

By @default3l1cekx534dm

No, the free account gives you also access to customer service via chat.

Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. 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.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

ABAMBO | Hard- and Software Engineer | Photographer

Nancy OShea

Community Expert

Are you logged-in to the correct account with your PAID ID and password?

1. Open CC Desktop App.
2. Click your Avatar (top right image) > Preferences > General tab > Settings. Select "Always keep Creative Cloud up to date."
3. Click on your Avatar again.
4. Sign-out of Creative Cloud.
5. Close all apps.
6. Restart your computer.
7. Open CC Desktop app.
8. Click your Avatar.
9. Sign-in with your paid ID and password.

Nancy O'Shea— Product User & Community Expert

D

defaultn76w26lj6bi0

Participant

Thanks Nancy but the problem is I can't log into the account because at the first step of entering my email address it says its not in their database despite my having used it for years (and its in my password manager although I have also tried manual entry just in case the PWM had a hiccup). Without a login there appears to be no way in the Contact Us section to contact support to sort it out. I will though now try one of the phone numbers John gave above. Seems like a big glitch in the Adobe support system that if you have a login problem there is no obvious way to contact Adobe to sort it