How do I chat with someone from Adobe these days?

[Sergiu_M-D]

I need to chat to someone at Adobe about my CC plan, but the chat option has misteriously disappeared from the website. Actually, there's absolutely no contact option available for me here (in Romania): there's no chat, no email, nothing except a phone number that is dead. Is Adobe one of those scammer companies these days that sell you something and become unreachable as soon as they got the money? It certainly does seem so, seeing how their products are malfunctioning all the time; they are more like pretending to be real products, working just well enough to allow them to scam someone, or at least that's what the lack of contact options and other support than forums (which is not support at all) makes me think.

So, back to the question: how do I get to chat to someone from Adobe?

[kglad · Accepted solution]

for chat, you must use a compliant browser and computer.  there are 3 ways to contact adobe; chat, phone and twitter:

chat:
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.

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

twitter:
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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

<moved from cc desktop >

[Sergiu_M-D · Accepted solution]

chat:
use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen

Tried that several times in multiple browsers and it never worked, so I was wondering how come it's suggested so often.

Finally solved the mystery: it only works if you accept All Cookies, ar at least didn't work until I accepted the advertising ones (that I never accept). Wow, that's greedy, like Adobe level greedy. I've never seen anyone refuse support unless you accept advertising cookies. I'm even pretty sure that's illegal. But I guess that's Adobe...

[kglad]

because it works for the vast majority of users world-wide.

there may be some differences in parts of the world where there are restrictions, but most users probably have a problem because they have a non-compliant

1. browser,

2. computer or

3. network.

and, of course, there are users like you @Sergiu_M-D (that spend some time on the issue and actually consider it a mystery) while missing what (i thought) was clear in most of the messages suggesting chat:

"chat:
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."

bottomline: imo, you make a good point.  there's probably so much information in responses like mine that it's easy to overlook that line about browsers.  i'm going to try to change my response to emphasize that line so others are less likely to over-look it.  thank you, @Sergiu_M-D 

[Sergiu_M-D]

Most browsers "allow popup and cookies", and the ones I tried definitely do (Chrome, Opera, Edge, etc.), but you never said "accept all cookies". And so nobody thought about that, because it doesn't make any sense. I could accept that you might need "functional cookies" enabled to get this functionality (although reality shows that it is not usually the case), but there's absolutely no reason you'd need to enable "advertising cookies" for this.

It's either Adobe trying to squeeze some more money out of its users, or trying to hide the support options; either way it's really pathetic and possibly illegal.

[kglad]

@Sergiu_M-D 

i use adblock on my default browser and still see the adobe chat popup, and i see no ads. 

what were you using that had to be changed to allow you to see the chat popup?

[Sergiu_M-D]

As I sead, the chat window opened only after I accepted advertising cookies; it has nothing to do with the adblocker (although I've had a problem with Premiere Pro in the past where it would not open because my adblock software prevented it from connecting to an url, and diagnosing that was a months long pain in the butt).

[kglad]

@Sergiu_M-D 

so, problem's resolved now?

[Abambo]

It's either Adobe trying to squeeze some more money out of its users, or trying to hide the support options; either way it's really pathetic and possibly illegal.

By @Sergiu_M-D

You can always use the phone or Twitter.

So, no, Adobe does not hide the support options. But every so often, it's difficult to find out how to contact support. Therefore, when they come to the community, they get from multiple people a résumé of the options offered by Adobe. Adobe could do better, the phone support option is more difficult to find, but we are here to help.

Most of the users find help, without our help. Most of the others find help after we gave them the links. So, there are the rest of the users having a difficult time because they don't find the chat, don't want to phone and don't use Twitter. They need an extra push…

All in all, nothing illegal.

[Sergiu_M-D]

I don't have twitter and the phone number for Romania was dead every time I tried to call.

[Abambo]

Finally solved the mystery: it only works if you accept All Cookies, ar at least didn't work until I accepted the advertising ones (that I never accept). Wow, that's greedy, like Adobe level greedy. I've never seen anyone refuse support unless you accept advertising cookies. I'm even pretty sure that's illegal. But I guess that's Adobe...

By @Sergiu_M-D

My browser is pretty well at refusing adds and I can open the chat window. Normally, it helps to use a second browser that is not as closed. During the browser's life, you tend to close more and more options, and some may make websites dysfunctional. Having a second browser nearby (or a different device, like an iPad) helps.

[Sergiu_M-D]

I tried 4 browsers, it didn't matter, the chat window won't open unless I accept advertising cookies.