Email in wrong language

[oleksandrb5143937]

Every year when my subscription comes to the end I receive an email that it's about to be renewed. It's expected to be either in English (as my setting is - confirmed by support, each year...) or in local language (Ukrainian) But it comes in Russian. Email title is "Напоминание о продлении подписки". Every year I try to fix that with support, at some point even re-creating subscription from scratch. But it never helped despite promises that next year it will be in the right language. This is not super complicated to fix, but creates frustrating experience and I'm about to close my subscription because of this each time - this topic is quite sensitive currently because of external context. I'm happy to help investigating/fixing it.

Expected result: all emails are according to settings (English)

Actual result: Reminder about subscription renewal comes in wrong language (Russian)

[kglad]

i'm not sure what determines that email's language.

but just out of curiousity, what do you see at the page's upper right

[Kanikas · Accepted solution]

Hi there, 

You can choose your preferred language within Account Management at the Adobe website.  Please see the section regarding accessing your Account Details in https://adobe.ly/4cQYAAB.  Hope this answers your query.

^KS

[oleksandrb5143937]

Thank you for your answer. My language preference is set to Ukrainian. No mention of Russian anywhere. I think this specific reminder email was missed when translating.

[oleksandrb5143937]

I don't know why it was marked as a Correct Answer. The setting is correct for my account (and I checked it first myself and then with online support from Adobe) and works for most of the communication. But each year that specific reminder is in the wrong language. And each year I go through frustrating cycle of reaching out to support, reporting this, debugging with them and then they either tell me they reported to dev team, or suggest writing here because allegedly dev team reads this, or just promise that it's going to be fixed next year - that happened once when they cancelled my subscription and I had to start new one to fix this (yes, that's what support agent advised - re-create the account as a whole and see how it works next year). That's embarassing to spend such a lot of time each year and never get a resolution. And noone seems to be interested to find the root cause why one specific email is in the wrong (and let me be clear, unwanted for me) language.

[oleksandrb5143937]

This page language is displayed as in your screen capture - English. I believe it's different setting from the email though.

[kglad]

what about this

Customers can set up their language preference about Adobe email communication in their Adobe account.

Steps to set your language preference:

1. Log into Adobe.com account
2. Click on Communication tab (at the top of the window)

You can select your primary and secondary email language. Please give this a try and see if it helps.

[oleksandrb5143937]

It's already set to Ukrainian as primary, none in secondary. Actually, that's the first thing that support advices to check.. each year. This time they believed it's a bug but requested me to post it here for tech teams review (support agent claimed this community is monitored).

[kglad]

that's a different setting, but the one i just posted about i don't see offered in my account.

[Kuvakenno]

That is English in my settings.

[kglad]

surely, you've already made sure your account (https://account.adobe.com > account and security > account > preferred languages are set correct.  aren't they?

[oleksandrb5143937]

It's set to Ukrainian and none as a secondary. I think it's ommission in the translation. I had some other emails coming in Ukrainian before that, but this specific one is always wrong.  Actually, it's a routine for each year renewal - to contact support, check account setting for the language etc. This time they adviced to log it here for development team reference.

[Kuvakenno]

I have same language problem in Finland. Some of the emails from message@adobe.com are in Swedish. I don't understand Swedish. Adobe, please send emails in Finnish or in English. My language setting is Finland in Account Management.

[Kuvakenno]

I still get many of emails in Swedish. My fist language is set to Finnish (suomi) and second languge is set to English (englanti (Iso-Britannia)). The screen capture attached.

For example email yesterday:

Tack för din betalning.
Vi har tagit emot din betalning för Creative Cloud Alla program 100 GB. Följ anvisningarna längst ned i det här meddelandet eller öppna din faktureringshistorik om du vill skriva ut din faktura.

Adobe, please use the languages which are set. I live in Finland,  not in Sweden.

[kglad]

these are user forums.  you can see if adobe support can help. there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

[oleksandrb5143937]

Believe it or not, but I was advised to post here by support agent in the mentioned chat. The claim was that this forum is monitored by the development teams and it's the best way to escalate the problem. Previous years they would say that they can handle that internally (i.e. post a bug report to the development team - but obviously I cannot verify if they ever did), so I'm wondering if this time support just wanted to get rid of me. Responses here do not help...

And yes, you need to be patient before they connect you to the live person, and each year I spend a day of my life to connect/discuss/kind-of-debug/listen to promise that it's solved.

[kglad]

then you could post this issue in "using the community bugs".

[ap_photo_ap]

I have been experiencing the same problem over and over again. I contacted the support team via the chat a number of times but in vain

[kglad]

@ap_photo_ap 

if support can't help you fix, no one here can.