Recurring Issue – VIP Contact Disappearing Every Year

Hi Adobe Team & Community,

We are a Value Incentive Plan (VIP) customer using Adobe Creative Cloud for our company, and for the second year in a row, we’ve encountered a major issue when renewing our licenses.

Our designated Adobe contact person disappears—their email is deactivated, and we are left without a new point of contact. This forces us into a long and frustrating cycle of reaching out to Adobe support, being redirected multiple times, and struggling to get a new contact assigned. The process is inefficient and time-consuming, especially for professional businesses paying significant annual fees.

We’d like to know:

• Has anyone else experienced this issue? If so, have you found a better way to ensure continuity in your VIP account management?
• Adobe Team: Can you provide a solution or escalation path to prevent this from happening in the future? Having a clear process for contact reassignment would significantly improve the experience for VIP customers.
  
  

Looking forward to insights from the community and a response from Adobe on how this can be resolved.

Best regards, Viktor Ekelund