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Adobe chat feature never working

New Here ,
Mar 25, 2021 Mar 25, 2021

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Hi, Why can I never get through to Adobe on chat?

 

Its part of the plan is it not?

 

When I go into contact us chat it always brings me back to the this page.

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

 

Its stuck in a loop. Please help

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Adobe Community Professional ,
Mar 25, 2021 Mar 25, 2021

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Yes I can confirm. No chat option. Might have to do the security level installed for the browser.

This page gives me a chat option though.

https://creativecloud.adobe.com/cc

https://creativecloud.adobe.com/apps/all/desktop?promoid=GVTYY3MD&mv=other.

Do you see a chat option?

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Adobe Community Professional ,
Mar 25, 2021 Mar 25, 2021

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If the chat isn't working, you can also call them.

 

Search this page for a regionally appropriate phone number for customer support.

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

Once you get through, please let them know that the chat function on their support page isn't working in addition to the reason why you need them. 🙂

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Adobe Community Professional ,
Mar 25, 2021 Mar 25, 2021

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I certainly won't use the phone. Have you any idea what a phone call from Europe will cost.

Especially if they maintain the same On Hold rate as in chat.

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Adobe Community Professional ,
Mar 25, 2021 Mar 25, 2021

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Please use the appropriate phone number for your country.

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

 

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Adobe Community Professional ,
Mar 25, 2021 Mar 25, 2021

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Too expensive.

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Adobe Community Professional ,
Mar 25, 2021 Mar 25, 2021

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Then you must have a terrible phone plan.

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Adobe Community Professional ,
Mar 26, 2021 Mar 26, 2021

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That page lists LOCAL phone numbers. You are not calling from Europe to the United States.

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Adobe Community Professional ,
Mar 25, 2021 Mar 25, 2021

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[Moderator moved from Using the Community (forums) to Account, Payment & Plan.]

=========

Hi @Jack5C80,

Sorry you're having trouble connecting with an Adobe agent.  Online chat works just fine for me.  Try using a modern  desktop browser like Chrome or Firefox that accepts cookies and does NOT have script or pop-up blockers.

 

1.  Log-in to your account portal  https://account.adobe.com/plans.
2. Scroll down to Contact Adobe on the same page.
3. Online chat is available in English 24/7.
4. In the chat box, type AGENT followed by enter key and wait for a human.
5. Alternately, phone customer service M-F during normal business hours.
https://helpx.adobe.com/contact/phone.html

Hope that helps.  Post back if you still need help.

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Adobe Community Professional ,
Mar 25, 2021 Mar 25, 2021

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Nope no chat. Guessing @Jack5C80 is in the same boat.

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Adobe Community Professional ,
Mar 25, 2021 Mar 25, 2021

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If you don't see the chat icon use the following link it will auto open the chat window

https://helpx.adobe.com/contact.html?rghtup=autoOpen

For more details on how to contact support see the following article

https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/m-p/11843852#M14032
-Manan

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Adobe Community Professional ,
Mar 26, 2021 Mar 26, 2021

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Nope no chat, no window.

 

I think you all are missing the point. I don't want a workaround or a manual.

Just want a chat option in the page it supposed to be. (and I am not the only one that is missing this feature by far).

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Adobe Community Professional ,
Mar 26, 2021 Mar 26, 2021

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Hi @Ann Bens,

Surely the chat icon is missing many have attested to that fact. The new link that I shared does open up the chat window automatically if it works which it is not for the moment for me as well(did work when I posted the comment). So the new link/supposed manual was to handle cases where due to some reasons the chat icon is not visible which happens to a lot of folks as you already know.

-Manan

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New Here ,
Mar 26, 2021 Mar 26, 2021

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To be fair I have to agree with Ann Bens.

We are paying enough for the service which is meant to include a chat support. I am pretty sure in this day and age even the local bakery has a chat support on their website let alone one of the biggest multinational computer software companies in the world.
As a brand that is so far ahead in some areas it is seriously lacking in others.

Unfortunately, if the support is not there when needed the quality of the products don’t mean all that much.
I did manage to get in contact with a chat agent after about half an hour of clicking around.
Once I got a hold of an agent, it became clear that he didn't have a clue what I was talking about so transferred me to another agent who knew even less.
I do not blame the agents themselves however but the Company. It is Adobe’s job to properly train in staff.

In this case I gave up on Adobe for my video editing needs and go with someone else.

Let’s hope they look after their customers when in need.

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Adobe Employee ,
Mar 26, 2021 Mar 26, 2021

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LATEST

Ann and Jack, as Manan mentioned, if you click on https://helpx.adobe.com/contact.html?rghtup=autoOpen then the chat window will auto-open. If it fails to open or is non-responsive, then you are actively being blocked from beginning the chat session.  This could be due to the web browser's current configuration or due to installed security software blocking the experience.  If this is the case, I would recommend using a different device to begin a chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen.  The chat experience is available on desktop and mobile devices, so you can use a different computer, smartphone, or tablet to begin the interaction.

 

Beginning an interaction via a secure chat session gives individuals several advantages. Not the least of them is the entitlement check so that you can be routed to the support team and a solution that will work for you.

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