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Where all telephone and chat contatct options are gone?

Community Beginner ,
Aug 28, 2021 Aug 28, 2021

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Since some time there is no working option to contact Adobe. All "contact us" buttons on Adobe.com are not working or are just redirecting to how tos. What is going on?

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Adobe Community Professional ,
Aug 28, 2021 Aug 28, 2021

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for phone:

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

 

for chat: 

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

click contact us (= cryptic icon in the lower right)

kglad_0-1630159028041.png

in the chat field, type AGENT
be patient, it can take quite a while to reach a human

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Community Beginner ,
Aug 28, 2021 Aug 28, 2021

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Did you tried it on macOS? There is no possibility to start chat on Safari, Firefox nor Chrome. Icon shown above doesn't exist. Clicking on link https://helpx.adobe.com/contact.html loops to how tos.

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Community Beginner ,
Aug 28, 2021 Aug 28, 2021

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On Windows using Edge and Firefox it doesn't work too. No chat at all.

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Adobe Community Professional ,
Aug 28, 2021 Aug 28, 2021

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i just tested with edge and it looks ok (though it may be different if you're in a different time zone and if you're in a different country. (i'm in the usa and on pst), and you have to follow directions.

 

kglad_0-1630160551893.png

 

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Community Beginner ,
Aug 28, 2021 Aug 28, 2021

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It is hard to follow the rules if there is no "contact" icon nor any other chat signs...

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Community Beginner ,
Aug 28, 2021 Aug 28, 2021

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Problem solved. It seems that allowing only necessary cookies on Adobe.com prevent chat from working. Strange that Adobe needs extra cookies to offer basic support...

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Adobe Community Professional ,
Aug 28, 2021 Aug 28, 2021

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again, when all else fails, READ THE DIRECTIONS:

 

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

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Community Beginner ,
Aug 28, 2021 Aug 28, 2021

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Problem was not in cookies. The problem is that cookie consent dialog confirmed with strictly necessary cookies should be enough to have support. It is according to EU law. Support is customer law and it can not depend on any additional consent.

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Adobe Community Professional ,
Aug 28, 2021 Aug 28, 2021

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hmm, to me it sounds like you had some cookies restricted.  regardless, i hope your issue is resolved.

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Community Beginner ,
Aug 28, 2021 Aug 28, 2021

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No, no special restricitions. Just standard cookies consent dialog presented by Adobe.com page and disabled all but essential. This is why it is trange for me that support needs additional consent.

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Community Beginner ,
Oct 03, 2021 Oct 03, 2021

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It would be nice if the link worked, 

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Adobe Community Professional ,
Oct 03, 2021 Oct 03, 2021

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LATEST

Sign-in with another browser -- desktop Chrome or Firefox  -- that accepts cookies and does NOT have script blockers.

https://account.adobe.com/plans/


CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: 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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