Participant

Question

Where is the proper Adobe support? i.e. people that work for Adobe?

Forum|Forum|5 years ago
December 17, 2020
7 replies
523 views

My 'Creative Cloud' crashed /corrupted on my Mac and once it was 'fixed' I'd lost my Photoshop licence.

Now there is noi support topic for this and despite several tantalising suggestions on the adobe website that it might be possible to get support from someone at Adobe (i.e. someone that knows my account/licence status) there is never any way to do so.

There is even a page where a Chat option is clearly stated to be available, but nowhere to be found.

This is arrogant of Adobe to do business without supporting their customers at all. I can't believe anyone still uses their software.

This topic has been closed for replies.

Jeffrey_A_Wright

Community Manager

Default, I am sorry you encountered so many problems contacting our support team. As Nancy, Peru, Bob, and Monica have stated, the settings for your web browser and security software can block your ability to begin a chat session at https://helpx.adobe.com/contact.html.

I do see that you contacted our support team, and case ADB-17017352-G4Q7 is listed as resolved. If you need to make any updates to your support case, then you can use the process in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update the case. You will need to use whichever browser allowed you to finally establish a chat session as the ability to access and modify secure web forms can also be blocked by the same things that blocked you from beginning a chat session.

LinSims

Community Expert

You have to turn off pop-up blockers, script blockers and, often, ad blockers, or the chat option won't appear.

You can also search this page for a regionally appropriate phone number for customer support.

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

Be aware that because of the pandemic, wait times are far longer than usual due to reduced staff and higher demand. Please be patient with the people to whom you speak. Like you, they are feeling a great deal of stress. A little patience and understanding will go a long way to helping you in your particular situation.

Nancy OShea

Community Expert

Current Photoshop does not use serial numbers and hasn't for many years. Photoshop CC is activated by your PAID Creative Cloud account ID and password.

Nancy O'Shea— Product User & Community Expert

Nancy OShea

Community Expert

Please STOP duplicate posting. It's not necessary. To avoid confusion and overlap, I have merged your other post(s) with this one.

Nancy O'Shea— Product User & Community Expert

Peru Bob

Community Expert

a Chat option is clearly stated to be available, but nowhere to be found.

Adobe Customer Service:
https://helpx.adobe.com/contact.html?step=STAM_downloading-installing-setting-up_serial-numbers-rede...

Monika Gause

Community Expert

Are you logged into your Adobe ID?

Monika Gause

Community Expert

Nobody was assuming that.

BTW: this forum is 95% not staff.

D

defaultyoqq78zst0vvAuthor

Participant

But you are not a human who works for Adobe!

The page where they offer to actually interact with customers has no email or chat option!

Nancy OShea

Community Expert

@defaultyoqq78zst0vv,

What do you need help with?

I ask because Adobe Customer Care is mainly for billing and account activation issues. These product community forums are usually the best place to get help with product questions. Adobe does not use e-mail because it's not secure.

1. With a browser that accepts cookies and does not have script blockers, please log-in to your account portal below with your PAID id and password.

https://account.adobe.com/plans
2. Scroll down to Contact Adobe on the same page.
3. Online chat is available in English 24/7.
4. In the chat box, type AGENT followed by enter key and wait for a human.
5. Alternately, phone customer service M-F during normal business hours.
https://helpx.adobe.com/contact/phone.html

===============

How do I Cancel my Subscription:
https://helpx.adobe.com/manage-account/using/cancel-subscription.html

Subscription & Cancellation TERMS:
https://www.adobe.com/legal/subscription-terms.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 staff will never reach out via Outlook, Gmail, Yahoo or Skype.
=============
3 Easy Ways to Identify Genuine Adobe Staff
https://tinyurl.com/10791730

Nancy O'Shea— Product User & Community Expert

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