Participant

Answered

getting help

Forum|Forum|5 years ago
November 29, 2020
4 replies
598 views

I haven't been able to access any Adobe product for a week now because they don't seem able to update my email address and keep putting the wrong one in the "verification" box. I have spent nearly two hours on the phone, emailed and everything I can think of but nothing gets done. I haven't been able to work without InDesign, Photoshop and Acrobat. Does anyone have any tips about how I can actually get support and a solution?

This topic has been closed for replies.

Correct answer Susan5E1A

You may (or may not) be interested to hear that this morning I started again via the chat line. It took two hours, for some of which one of the technical team took over my computer remotely which was scarey! – but finally succeeded in getting my access to applications back without resorting to a new subscription. What a saga – completely unnecessary, could have been sorted days ago, but I am so glad to be functioning again.

Just Shoot Me

Legend

Glad you got it sorted out.

I suggest in the future you get an email address that Will Not Change. Like one from Google or MS, if that exists, or even Apple.

I gave up using either employers or Internet Providers email addresses for my Personal use many years ago. You never know when that job will end or when you will change internet providers.

Nancy OShea

Community Expert

Start over. I think you need a new subscription with a new ID and password. Cancel the one you have now because it's messed up and ask the agent to waive any cancellation fees for you.

Call Adobe M-F, during normal business hours. Ask for a supervisor.

https://helpx.adobe.com/contact/phone.html

Nancy O'Shea— Product User & Community Expert

S

Susan5E1AAuthorCorrect answer

Participant

You may (or may not) be interested to hear that this morning I started again via the chat line. It took two hours, for some of which one of the technical team took over my computer remotely which was scarey! – but finally succeeded in getting my access to applications back without resorting to a new subscription. What a saga – completely unnecessary, could have been sorted days ago, but I am so glad to be functioning again.

Just Shoot Me

Legend

Your post was moved over from the "Using the Community" forum, which is for getting help using this forum system, to a better forum.

Account, Payment & Plan.

I hope this helps. Best of luck to you.

T

Test Screen Name

Legend

You say you've been in touch with support. Is this Adobe's official support? What did they say about it? What number did you call? I am asking partly because there is a sinister web of FAKE Adobe support teams who pretend to help, while actually trying to scam you.

S

Susan5E1AAuthor

Participant

I called 020 7365 0735 which I got off this forum. It seems official to me, and they follow up with equally unhelpful emails. They tell me what to do and I do it and tell them it doesn't work and they say it has been escalated to the technical team and then nothing. They have even given me two months's free subscription which is all very well but I still can't work!

Just Shoot Me

Legend

You got that phone number where off these forums?

Personally I have never seen that number before "AND" it has one extra number that I have never seen.

020 (Country Code? or Area code?) 7365 (should only be 3 numbers).

AFAIK Adobe's actual support phone # starts with 800 or something similar (866, 888).

Where are you inputting this incorrect email address? Did you use the Wrong, entered improperly, email address when buying the subscription?

Or just when Signing in to the CC desktop app.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded