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Sebastian28823805zrae
Participant
March 11, 2023
Answered

Bad start and cannot find a way to get in touch with support

  • March 11, 2023
  • 1 reply
  • 1323 views

Hello,

 

I'm hoping one  you nice folk can help a newie out. My friend recommended Fresco and downloaded it onto my computer for me. I realised it was a pirate copy when I tried to download brushes and it would not connect so I immediately removed it from my computer and signed up for the paid plan. When downloaded it appears to install and then tries to launch the Creative Cloud app, but I just get a spinning cirle,

 

I did not a bit of investigation myself and was advised to delete a hosts file and run an app call Adobe Cleaner. I have done this, but I'm still getting the spinning circle. The app installs fine on another laptop I have, but it's useless to me on there as it is not a touchscreen like my surface.

 

I've tried for an hour to find a way to speak to someone at Adobe, but cannot find a way. The instructions in this thread Solved: Re: Evasive customer help - Contact number (UK) - Adobe Support Community - 9033209 do not work - there is no blue button at the bottom of the screen with more options.

 

I also do not want the plan I signed up for. I want the £9.99 per year Fresco only plan, but when I try to change it I cannot find that option.

 

Can anybody advise, I'm not up for spending more time going round in circles so if I can't get it resolved I'll just cancel altogether and stick with Artrage.

 

Thanks in advance.

 

This topic has been closed for replies.
Correct answer kglad

sorry about all that @Sebastian28823805zrae 

 

as for cancelling: make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support... and i already know that's not going to make you happy.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
March 11, 2023

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

S
Sebastian28823805zraeAuthor
Participant
March 11, 2023

Thanks for the quick reply! 

 

The first option does not work for me - there is no chat field in the lower right. My browser allows popups and cookies. In fact I've tried my regular Edge browser and also Chrome, Firefox, Vivaldi and Brave as well as a few mobile browsers and the chat field appears in none of them. I have also disabled adblock to see if that was causing an issue, but no success. I'm not sure if this is due to the region I'm in (Scotland, UK) as I have noticed other new users tearing their hair out because people insist that buttons etc appear on the website when in fact they don't for them.

 

Second option - a phone number great, but it's only open Monday to Friday 9-5 which means anytime I'm likely to need support I won't be able to get it by phone.

 

Thirdly, I don't use Twitter and never will. I fundamentally disagree with the whole nasty, hate-filled mess and their unwillingness to tackle it. 

 

Can I just say that your a credit to the Adobe community with your quick reply and detailed help so thank you again.

 

As far as my relationship with Adobe goes it was very short and not very sweet.  Let's see if cancelling is as difficult.....

 

kglad
Community Expert
kgladCommunity ExpertCorrect answer
Community Expert
March 11, 2023

sorry about all that @Sebastian28823805zrae 

 

as for cancelling: make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support... and i already know that's not going to make you happy.

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