Participant

Question

Formal Complaint: Support agent disconnected chat during Generative Fill bug report

Forum|Forum|10 months ago
June 17, 2025
3 replies
420 views

I'm a paying Creative Cloud user and I want to file a formal complaint regarding Adobe support.

I contacted support because **Generative Fill in Photoshop suddenly stopped working**, and I wanted to report the issue properly. While I was preparing a screenshot — exactly as the agent requested — the support representative **ignored me and disconnected the session** without any warning or follow-up.

I then attempted to reconnect through the support system, but it either stalled or threw me back into the bot loop. The support experience was unprofessional and frustrating — especially for a paid customer.

Please treat this as an official complaint and escalate it to the appropriate support or product team. I also request a technical follow-up regarding the current state of the **Generative Fill bug** — as this seems to be affecting many users.

System details:
• OS: [insert your OS here]
• Photoshop version: [insert your version, e.g. 25.9.0 Beta]
• Error: Generative Fill greyed out / not loading / not available

Thank you.

A

Andreas1887

Participating Frequently

So what is this with the Credits now? We could use also when we out of credits but slower. Is this gone and we really cant use without Credits?

Srishti_Bali

Legend

Hi @DARYA35646143yl7f

We've just received an update from our engineering team that the outage affecting AI features across all versions of Photoshop 2025 has been successfully resolved.

Could you please check on your end and let us know if everything is working as expected?

JamieLynnLloyd

Participant

it is not fixed!! this is really becoming an issue and i think refunds need to be issued to all users! when will this be fixed? ive lost all access

c.pfaffenbichler

Community Expert

@JamieLynnLloyd , please read this (in particular the section titled "Supply pertinent information for more timely and effective answers”):
https://community.adobe.com/t5/using-the-community/community-how-to-guide-tips-amp-best-practices/td-p/11601738?page=1

What are your exact problem, program/OS versions, hardware, …?

Srishti_Bali

Legend

Hi @DARYA35646143yl7f

Thank you for reaching out, and I’m truly sorry to hear about your experience. We sincerely apologize for the inconvenience caused and the lack of proper follow-up during your support interaction. This is not the level of service we aim to provide. I’ve escalated the matter to the team, and they are actively looking into it.

Regarding the Generative Fill issue in Photoshop, we understand how important this feature is to your workflow. To help us investigate further, could you please confirm the following:

The version of Photoshop you’re currently using
Your operating system and version
Whether the issue persists after restarting Photoshop or signing out and signing back in with your Adobe ID

In the meantime, I’ll coordinate with our team to gather the latest updates on your case and ensure you receive a detailed response as soon as possible.

We truly appreciate your patience and thank you for being a valued Creative Cloud customer.

Regards,

Srishti

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