I need to speak with a HUMAN to get support for my Adobe account. HOW can I do that? I had a ticket in with them and they closed the ticket without solving the problem or without even any followup. THIS IS URGENT!! My admin account has been hijacked.

“Community Manager”?? Jeff, I don’t mean to be rude here but how is it that EVERYONE associated with Adobe is incapable of understanding a BASIC statement of a problem and so UNWILLING to actually HELP? There’s NO way to SPEAK with a HUMAN that has enough common sense, critical thinking ability, and willingness to SOLVE the problem.

So I’ll try to restate the issue here in a public forum in a way that MAYBE someone will understand and get me in touch with someone with the brainpower and administrative authority to help SOLVE the problem.

Last week on Wednesday, myself and every other member of my team with Admin rights in the Adobe Admin Console began receiving email notices that our Admin access had been revoked.

“Roy, you no longer have system administrator rights for DEL-Linchpin-IT.

The administrators of DEL-Linchpin-IT have revoked your rights as system administrator to the Adobe Admin Console for DEL-Linchpin-IT.

If you think this was done in error, contact your administrator.

The Adobe Team”

Note; I AM THE ADMINISTRATOR!! (So were the other members who received a similar notice.)

I began trying to contact Adobe for assistance, but the only chat bot available would not/could not get me anywhere regarding the Admin Center - BECAUSE MY ACCOUNT IS NO LONGER LISTED AS AN ADMIN!!

I finally got the chat bot to transfer me to a low-level 1st tier (incompetent) support person in India who spoke terrible English. We went around and around for THREE HOURS and he FINALLY got the message. Then, he ended the call stating that someone from the Adobe fraud team would get back to me in 24-48 hours. No ticket number. No case number. No email of the original chat window or call recording. NOTHING.

I explained to him, and although he would not share any specifics with me he WAS able to confirm the timeline of what I was trying to get through to him:
Sometime Wednesday afternoon, someone (a disgruntled ex-employee? someone who had phished credentials or purchased reused creds on the dark web for one of our accounts with admin access to the admin center?? - no idea 'who' and they  know but won't tell me...) Someone logged into our Adobe admin center with admin rights. They then began to take away admin rights from every other admin in the Adobe admin center. They then changed the 'owner' on the account to a name/email account that no one knows.

There are timelines and log files that can confirm all of the above.

What we/I need: We need our account, users, OWNER, and admins RESTORED to what it was last week BEFORE any of the changes were made.

The 'best' that the tier 1 tech was able to suggest was to unlicensed all eight of our accounts, then create a new account for our business and add the people back to the new account.

What a STUPID suggestion!

What about our records for Adobe eSignature documents that were attached to each of my users accounts/identities? The INVOICES? The CONTRACTS with our clients?? The PII information that will be lost forever?? NO!! Since it is OBVIOUS to anyone looking at the log files that someone gained access to our admin center and then made changes to hijack it, PUT IT BACK the way it was.

SIMPLE.

EASY.

But apparently there isn't anyone at Adobe with a brain.

I waited 24 hours and then went through the chat bot to get to (yet another) (useless) tier 1 support person the following day last week. SAME RESULT. Only that time I WAS able to get a ticket number for the case/incident and another assurance that the case would be escalated to someone higher up with authority or in the fraud department and that someone would get back to me. They finally did, last night, with an email notifying me that:
 
"Your Adobe Customer Care case number is closed.
Dear Roy,
 
Your case is now closed. Your closed case details are as follows:
•    Issue: Account Related Issue
  
Contact us any time if you’d like more support, or visit Adobe Help Center for self-help, troubleshooting, and learning resources to help you with your Adobe products.

Thanks for working with us,
Adobe Customer Care:

What a dissapointment!

HOW can I get a HUMAN with a BRAIN to actually help solve this SERIOUS matter??

I await your advice.

Thank you in advance.

[personal information and abuse removed by moderator]