Participant

Answered

Adobe Rep Ghosted Us, Support Ticket Site Down, What To Do?

Forum|Forum|8 months ago
May 29, 2025
1 reply
367 views

To be succinct, I've not received a reply from my organization's Adobe rep in a month despite repeated emails and, when I try to create a support ticket by going through the Admin console, the link gives me a 404 error.

Are there any options besides making the time for a proper phone call?

Correct answer Anshul_Nautiyal

Hi @apl98105,

Thank you for reaching out.

Based on your message, it seems you're encountering a 404 error when attempting to open a support case through the Admin Console. Could you please confirm if this is the issue you need assistance with?

In the meantime, here are a couple of troubleshooting suggestions:

Try a Different Browser or Network:
Sometimes 404 errors can result from cached sessions or network issues. Please try accessing the Admin Console using an incognito/private window or a different browser or network.
Ask Another Admin:
If another administrator in your organization has access, they can also try submitting a support ticket from their account.

Additionally, could you confirm whether you're seeing the error after taking the following steps?
Admin Console > Support > Start Chat

You also mentioned you've been trying to reach your sales representative. If you could let us know what you need help with, we’ll do our best to assist you directly.

Hope this helps. Let us know if you need further assistance.

Regards,
^AN

A

Anshul_Nautiyal

Correct answer

Community Manager

Hi @apl98105,

Thank you for reaching out.

Based on your message, it seems you're encountering a 404 error when attempting to open a support case through the Admin Console. Could you please confirm if this is the issue you need assistance with?

In the meantime, here are a couple of troubleshooting suggestions:

Try a Different Browser or Network:
Sometimes 404 errors can result from cached sessions or network issues. Please try accessing the Admin Console using an incognito/private window or a different browser or network.
Ask Another Admin:
If another administrator in your organization has access, they can also try submitting a support ticket from their account.

Additionally, could you confirm whether you're seeing the error after taking the following steps?
Admin Console > Support > Start Chat

You also mentioned you've been trying to reach your sales representative. If you could let us know what you need help with, we’ll do our best to assist you directly.

Hope this helps. Let us know if you need further assistance.

Regards,
^AN

apl98105Author

Participant

Thank you, it does appear that it was a cache issue and I am now able to access account.adobe.com/support/cases. Unfortunately, I did not realize that this was just a page to monitor active support cases and not a place where I could submit a new one. Are my only option to use the virtual chat assistant or to place a phone call? I don't agree with using a LLM for customer support and would really prefer not to use the virtual assistant. Not blaming that on anyone who's providing support on this site, that's out of y'all's control, so I don't want to come across as too upset or anything. If I have to place a call, I can, I'd just like to know if there is another option first.

apl98105Author

Participant

Realized I didn't respond to the last part of your post, so adding here that what I'm trying to reach my rep about is the removal of a few licenses we aren't using anymore. Just trying to get them off of our account before we have to pay for them for another month.

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