Getting help is atrocious!

Question

I have been a subscriber for several years not, and I just did a mass update through the desktop app. Now I can't open any of the adobe products from my computer, and when I redownload them I am being told that I am only getting the trial... and that I have to subscribe. My subscription was just paid for this month a week ago! I go to the site to look for help resolving this.. the Chat is unavailable and say to "call us". Can YOU find a phone number to call? I can't. Can you make it any more difficult to speak to someone?

Jeff

Jeffrey_A_Wright · Accepted Answer

Jeff, sorry you are facing so many problems with the update process. The suggestions that Nancy has offered are applicable to an individual subscriber. I reviewed the e-mail address you used to post to this public discussion forum, but I do not see a Creative Cloud subscription assigned to the e-mail address. What type of Creative Cloud membership did your organization purchase?

If you have a Creative Cloud for Team or Enterprise membership then please ask your local Creative Cloud administrator to open a support case within the Admin console. The e-mail address you used to post to this public discussion forum does not have a subscription assigned to it, which is likely why you have faced a frustrating experience obtaining support through paid individual subscribers channels.

For more information on how to open obtain support as a Creative Cloud for Team or Enterprise member see https://helpx.adobe.com/enterprise/using/support-and-expert-services.html.

Nancy OShea · Answer

So your paid Creative Cloud is reverting to trial mode. See the help article below.

https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

If you still need technical support, online chat always works for me.

Use a good browser like Firefox or Chrome that accepts cookies and does not block scripts.
https://helpx.adobe.com/contact.html
Log-in with your paid ID and password.
Click the chatbot icon (lower right).
Type AGENT followed by Enter/Return key.
Wait for a human.

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