Skip to main content
Z
ZGeek
Participating Frequently
March 30, 2021
Question

I need to change my mobile number. Your site wont let me and your support staff refuse to help.

  • March 30, 2021
  • 2 replies
  • 756 views

Honestly, Adobe support is the worst I have had to deal with in a long time. You should be ashamed.

Case number: ADB-18651345-R4H8

 

I have a new mobile number. I want to change it on my account so it remains secure.

When I attempt this it comes up with an error "This field must contain a valid phone number" I suspect it is a new number range you have not included in your form validation. Something I have come across with a few other companies. Something they have all been able to fix.

 

Except you guys.

So I raised this with your support a week ago and despite contacting you guys every day, my case has now been closed because I have apparently not contacted you. 

I have had nothing but a run around because your support staff have no idea what to do, or its just too hard. I have been lied to multiple times that this has been escalated. The email telling me the case has been closed shows me this obviously was compelte BS.

What do I need to do to get this fixed? Do you want me to come and update your systems for you since you obviously have no one there with any clue on how to manage your site? 

2 replies

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
March 30, 2021

Hi @ZGeek, 

I'm sorry for your frustration, truly I am.  Unfortunately, online chat agents have nothing to do with the main website and vice versa.  As you can imagine with two entirely different teams run by different departments on opposite sides of the world, it takes time for a work order to get approved and sent through proper channels.  And then more time for the actual work to be completed.   So support agents' hands are tied until the site is fixed.

 

Meanwhile, can you use another phone number?

 

Nancy O'Shea— Product User & Community Expert
    Z
    ZGeekAuthor
    Participating Frequently
    March 31, 2021

    Hi Nancy,

     

    Sounds you guys need to sort that out because them fobbing off me off and ignoring the problem isn't a good experience. I understand two teams working remotely, if only there was some way to communicate between them. Like some sort of electronic mail system. Or better yet, some sort of web based collabrative tool?

    I know, I am being a smarty pants but this is a simple issue that can be fixed really easily and it doesnt have to be this frustrating to get sorted out. Right now, I just want my problem sent to the right people to get fixed. Not ignored and closed like it has been. Is there anyway to get this done?  I have tried with your support guys and they have done nothing except lie to me that is has been escalated and then just closed the case in the hope I will just go away. So how can I get this escalated to the right people?

    No, I don't have any other mobile numbers I can use.

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    March 31, 2021

    I don't work for Adobe. 

     

    Nancy O'Shea— Product User & Community Expert
    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    March 30, 2021

    Sorry... this is a public forum with the space provided by Adobe, it is not support and nobody here has access to your account

    Z
    ZGeekAuthor
    Participating Frequently
    March 30, 2021

    Yup. I know that. But what other avenues do I have to get this attention? Support is not helping me at all.

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    March 30, 2021

    I don't use a cell phone, so when I visit a site that INSISTS on sending me a security code I use email

     

    So since I don't have a number linked to my account I have no idea where you should go for help

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices