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digitaloxygen
digitaloxygen
Inspiring
August 29, 2020
Answered

Re: getting live chat support

  • August 29, 2020
  • 2 replies
  • 1062 views

No longer works. Just get stuck in a infinite loop with no option to contact support directly, despite text on the pages claiming you can.

 

  1. Visit https://helpx.adobe.com/ca/support.html 
  2. Click Individual - Sign in to contact us (bottom left of page)
  3. Re-directs to same page but now shows logged in (was already logged in before)
  4. "Download & install" and "Plan & payment" have a bunch of basic help article links. "Helpful links" has What are my contact options? Clicked that.
  5. "What are my contact options? page has general support info on various products. Only clickable links are under each product section and just link back to step 1 page. Bottom of page has "Contact Us - Real help from real people." which just redirects to Step 1!

 

On https://creativecloud.adobe.com/ there was a virtual assistant "chat" box in the bottom right which can sometimes get you to a real agent. This time I got the following.

 

Used to be able to pick your product and drill down to get to chat support. Can't find that flow anymore. Ridiculous.

 

      This topic has been closed for replies.
      Correct answer digitaloxygen

      There is no chat icon at the bottom right of the page. Either they've changed that or it's broken at the moment. Tried 3 different browsers to rule out ad blockers or rendering problems on the client side. Never did the chat icon appear on that page. See screenshot...

       

      Typing AGENT into the chat box on the page mentioned in my previous post (https://creativecloud.adobe.com/) did work, but their support process is clearly broken if you need to be that specific about how you contact an agent. As per my previous post I could not get through when following the typical and suggested flow of typing in my problem and getting directed to the right area or an agent it game back with the posted error.

       

      EDIT: After finally getting through to a chat agent I get directed elsewhere because apparently "there is a whole different support for portfolio as it is a web based" despite being part of their creative cloud suite and guess what, they only have ticket based support no chat.

      2 replies

      T
      TjmeVision
      Participant
      November 12, 2020

      There is no chat support on entire website whatsoever!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

       

      Who can really help me connect to a real person to solve my issue?

      LinSims
      Community Expert
      LinSimsCommunity Expert
      Community Expert
      November 12, 2020

      Make sure that ALL of your adblockers are turned off. Privacy Badger, for example, prevents the chat icon from showing up.

      M
      Community Expert
      Manan JoshiCommunity Expert
      Community Expert
      August 29, 2020

      Hello,
      Sorry to hear that you are facing trouble.
      Login to your account and navigate to the URL below. Make sure that the browser has cookies enabled, and all script blockers are disabled.
      https://helpx.adobe.com/contact.html
      Click on the chat icon on the bottom right, and type AGENT to avoid bots and talk to a human.
      Also, be mindful of answering anyone who sends you a private message. See the following for more information about scammers
      https://tinyurl.com/y7cfrr7y
      -Manan

      -Manan
        digitaloxygen
        digitaloxygenAuthorCorrect answer
        Inspiring
        August 30, 2020

        There is no chat icon at the bottom right of the page. Either they've changed that or it's broken at the moment. Tried 3 different browsers to rule out ad blockers or rendering problems on the client side. Never did the chat icon appear on that page. See screenshot...

         

        Typing AGENT into the chat box on the page mentioned in my previous post (https://creativecloud.adobe.com/) did work, but their support process is clearly broken if you need to be that specific about how you contact an agent. As per my previous post I could not get through when following the typical and suggested flow of typing in my problem and getting directed to the right area or an agent it game back with the posted error.

         

        EDIT: After finally getting through to a chat agent I get directed elsewhere because apparently "there is a whole different support for portfolio as it is a web based" despite being part of their creative cloud suite and guess what, they only have ticket based support no chat.

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