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briana79951343
Participant
October 20, 2021
Answered

Why can't I get any support?

  • October 20, 2021
  • 3 replies
  • 255 views

So I have now been transferred three times, on three different calls, to a support team to help me adjust my account.  On hold for 40 minutes, tried again....On hold for 20 minutes, they hung up on me, now on my third hold and just exceeded 45 minutes.  How does someone get support for this product?

This topic has been closed for replies.
Correct answer Vikrant R

Are you currently the Contract Owner? If yes, you can transfer this role to another Admin. See https://helpx.adobe.com/enterprise/using/change-contract-owner.html. If you're the only Admin, then you'll need to add an admin first. However, if you're not the Contract Owner then it's a bit complicated. (Scenario 2 in the above article)

 

While reducing the number of licences, I'm not sure if there is any option to cancel for any specific users. Ideally, we should unassign licences from user who no longer require them, and then reduce the licences. If all licences were assigned, I'm not sure what logic is followed to determine which ones are removed. Anyway, we're you able to reassign the licences to the corerct set of users?

 

 

3 replies

Vikrant R
Vikrant R
Inspiring
October 20, 2021

We can try and help, if you can share what you need help with. And more details about the plan you have.

To contact support, you can also use Chat. 

    B
    briana79951343Author
    Participant
    October 20, 2021

    I tried chat and it was an automated chat attendant.  I called and talked to someone about cancelling two of my four licenses.  This support person cancelled one of the wrong users.  I also needed to reassign someone else as the main account owner.  I really just need to talk to someone.  How can I get through to a support person on the phone?

    Vikrant R
    Vikrant RCorrect answer
    Inspiring
    October 20, 2021

    Are you currently the Contract Owner? If yes, you can transfer this role to another Admin. See https://helpx.adobe.com/enterprise/using/change-contract-owner.html. If you're the only Admin, then you'll need to add an admin first. However, if you're not the Contract Owner then it's a bit complicated. (Scenario 2 in the above article)

     

    While reducing the number of licences, I'm not sure if there is any option to cancel for any specific users. Ideally, we should unassign licences from user who no longer require them, and then reduce the licences. If all licences were assigned, I'm not sure what logic is followed to determine which ones are removed. Anyway, we're you able to reassign the licences to the corerct set of users?

     

     

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