Unable to speak to somebody able to resolve my account issue.

Forum|Forum|5 years ago
December 11, 2020
5 replies
526 views

I am the account manager for our companys Team account and there is a new user at our organization trying to create a new account (under our company domain)

Upon entering the email verification code, we get an error:

"Something went wrong - An unknown error has occurred. Here's the error code if you want to contact customer support"

Customer support says: it is our end blocking something, however even trying at home and from a different country (IT Provider out of asia) the account cannot be verified therefore it is a Adobe problem (blacklisting the account from the server end). My problem is that I am unable to contact my account manager for adobe and every time I or my IT service provider calls Adobe we get bounced around then hung up on. This is poor form and we wish to escalate this issue so that we can get this account verified.

It has been over a week and we have had no further progress on this issue.

Account management

This topic has been closed for replies.

Correct answer SuJoshi

Hello Gill/khak46275832,

As discussed, please contact the support team so that they can check the account status of the user with the engineering team as sometimes the account or mailing process stuck in the backend which generally causes the issue.

S

SuJoshi

Community Manager

Hello Gill/khak46275832,

I have requested a few details in a private message. Kindly share the information so that we can check the details and guide you accordingly.

S

SuJoshi

Correct answer

Community Manager

Hello Gill/khak46275832,

As discussed, please contact the support team so that they can check the account status of the user with the engineering team as sometimes the account or mailing process stuck in the backend which generally causes the issue.

Jeffrey_A_Wright

Legend

Khak, I am sorry you and your organization has encountered so many problems utilizing the Creative Cloud for Team membership. Please ask your Creative Cloud for Team admin to open a support case through the Admin console, this will allow you to access the support that is included with a Creative Cloud for Team membership. If you are unsure who is the administrator then see https://helpx.adobe.com/enterprise/kb/contact-administrator.html#WhomcanIcontactiftheContactAdministratoroptionisnotavailable for a list of the type of people who may be authorized. You may need to have the business owner contact us if the administrator is unavailable.

I will also move this discussion to the Enterprise & Teams forum, which is the only public forum designed for Creative Cloud for Team and Enterprise memberships.

LinSims

Community Expert

I have sent a private message to one of the Adobe Employees who does work with Billing and Subscription issues. All Adobe employees are off today for an Adobe Global Day Off, so this may not do you any good until Monday. I hope it will help though.

LinSims

Community Expert

I'm sorry to tell you, but there is little anyone here can do to help you beyond sending you back to customer service. This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

Click the following to contact Adobe customer support staff for help:

https://helpx.adobe.com/contact/support.html

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work.

This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.

If the CSR refers you to the forums, insist on speaking with a supervisor and keep moving up the chain until you get someone who knows what they are talking about.

You can also search this page for a regionally appropriate phone number for customer support.

https://helpx.adobe.com/contact/phone.html.

Be aware that because of the pandemic, wait times are far longer than usual due to reduced staff and higher demand. Please be patient with the people to whom you speak. Like you, they are feeling a great deal of stress. A little patience and understanding will go a long way to helping you in your particular situation.

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