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Wrong product

Forum|Forum|4 years ago
January 25, 2022
4 replies
678 views

Hi. I have done a silly thing. I wanted to buy PHOTOSHOP ELEMENTS but I chose PREMIERE ELIMENTS by mistake. I have tried phoning / emailing Adobie but this proccess seems to be imposable.

Is there any way that I can cancel Premiere and swap it for Photoshop Elements?

Installation

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Correct answer Nancy OShea

Adobe does NOT conduct business by email. It's not secure. Use the secure online chat system.

With a browser that accepts cookies and does not have script blockers, please log-in to your account portal below.
https://account.adobe.com/plans

CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

=============
Beware of fake Adobe reps who may contact you privately offering to sell you software or take control of your computer. It's a scam, run away! Real Adobe employees will never reach out via Outlook, Yahoo, Gmail or Skype.
=============
3 Easy Ways to Identify Genuine Adobe Staff
https://tinyurl.com/10791730

T

TPCowberry

Participant

Actually, the same thing just happened to me. Don't assume it was your error. I ordered and downloaded Photoshop Elements yesterday and installed with no problem. I ordered Premiere Elements today, the email acknowledgement with download instructions that immediately followed specified that I had just ordered Premiere Elements, but the accompanying link resulted in a my receipt of a second download link for Photoshop with a second serial number. I assumed I had made the error you described until I examined the email closely. There's clearly a problem on Adobe's end. Now I'm waiting for a callback from accounts.

kglad

Community Expert

you can also use chat and twitter to contact adobe support. there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

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

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

T

TPCowberry

Participant

Someone in customer support very quickly took care of the wrong product issue that I mentioned above. I have received a new email with a Premiere serial number, and a new download link that worked like a charm. The second purchase of Photoshop Elements has been removed from "Your Products" and replaced by Premiere Elements. I have now had a quick and perfect installation to a new Windows 11 desktop. My thanks, and my compliments to whoever fixed this problem so efficiently!

John Waller

Community Expert

Is there any way that I can cancel Premiere and swap it for Photoshop Elements?

Two steps:

Request a refund for Premiere Elements
https://helpx.adobe.com/au/x-productkb/policy-pricing/return-cancel-or-change-order.html
Separate, unrelated step: Buy Photoshop Elements

John T Smith

Community Expert

https://helpx.adobe.com/x-productkb/policy-pricing/exchange-product-language-os.html

Nancy OShea

Correct answer

Community Expert

Adobe does NOT conduct business by email. It's not secure. Use the secure online chat system.

With a browser that accepts cookies and does not have script blockers, please log-in to your account portal below.
https://account.adobe.com/plans

CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

=============
Beware of fake Adobe reps who may contact you privately offering to sell you software or take control of your computer. It's a scam, run away! Real Adobe employees will never reach out via Outlook, Yahoo, Gmail or Skype.
=============
3 Easy Ways to Identify Genuine Adobe Staff
https://tinyurl.com/10791730

Nancy O'Shea— Product User & Community Expert

Ken22449020setiAuthor

Participating Frequently

Thanks Nancy. That is very helpfull. I will try to give them a call tomorrow.

Ken22449020setiAuthor

Participating Frequently

Hi Nancy. Thank you so much. That telephone number worked just fine. They are going to refund me and I will take extra care next time. Also, thanks for the heads up about the scammers. Not long after your reply I had an email frome a scammer wanting me to contact them. Their address ended in 'outlook.com'. Neadless to say I ignored it. Well done you.

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