We couldn't find supported products in your account

Forum|Forum|4 years ago
June 10, 2021
1 reply
333 views

Hello,

I recently had an issue importing a video file, telling me HEVC is missing. I did everything to get it working like it is described here: https://community.adobe.com/t5/premiere-elements/faq-what-should-i-do-if-premiere-elements-2020-fails-to-import-hevc-media-files-in-windows-10/m-p/10953097/thread-id/28265?page=1

Unfortunately it's still not working. When I tried to contact the support, the chatbot tells me, that it couldn't find any supported products in my account. When I check my account through the provided link from the bot, they are actually listed there.

When I check here https://helpx.adobe.com/de/contact/what-contact-options.html it says it should be supported.

I'm using Premiere Elements 2021 and it's registered. How do I get support?

Thanks in advance.

Error or problem

This topic has been closed for replies.

S

Steve Grisetti

Legend

What operating system are you using?

B

Bill Sprague

Community Expert

Steve is right that it makes a difference between iOS and Windows.

I have Windows and couldn't make HEVC work about a year ago. I needed tech support. Maybe their workload changes, but you should be able to get through to them. Sometimes it takes a little patience. In my case I had installed two of Microsoft's codecs. The second one changed some 'permissions' I could not resolve by myself.

Please try again at https://helpx.adobe.com/support.html . This time look for a small floating icon in the lower right corner. It is a shortcut to chat help! It looks like this: