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Why does Adobe make it impossible to contact support?

Community Beginner ,
Nov 30, 2020 Nov 30, 2020

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I have been searching the website and every link to contact support just takes you to the Customer Care page with tips on how to do various tasks. I cannot find a contact phone number or an option to reach the "Chat" they supposedly have but is so hidden that you can't use it. 

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correct answers 1 Correct answer

Community Expert , Dec 01, 2020 Dec 01, 2020

This page lists phone numbers for customer support around the world. Wait times may be long; please be patient with the CSR as they have no control over that.

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

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Community Expert ,
Nov 30, 2020 Nov 30, 2020

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Regarding chat, there's an icon in the bottom right corner of the Help Centre page, although it took several seconds to display today. I think it's normally quicker, so perhaps go back to customer care and give it a few seconds to show up?

 

Amebr_0-1606798185426.png

 

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Community Beginner ,
Dec 01, 2020 Dec 01, 2020

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Sat on the Help Center main page for 10 minutes with no chat option ever popping up. Have searched dozens of help center pages for a chat option and came up empty. The "Contact Us" button under support at the top is a dead link. help center.png

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Community Beginner ,
Dec 01, 2020 Dec 01, 2020

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Appears that the adobe website does not support Google Chrome and I had to use Internet Explorer to get it to work. 

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Adobe Employee ,
Dec 02, 2020 Dec 02, 2020

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Kenneth5EB8, I am sorry you encountered so many difficulties contacting our support team. I reviewed your account, and I am happy to see you successfully contact phone support.  I do not, however, see any attempts to contact us via chat.  Please follow Nancy's advice and use a browser that allows cookies and does not block scripts when contacting us in the future at https://helpx.adobe.com/contact.html.

 

Our chat team is always available, especially for account and membership related inquiries, and even has the ability to take direct control of the computer to help resolve any errors an individual user may be encountering.

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Contributor ,
Sep 30, 2021 Sep 30, 2021

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Community Beginner ,
Oct 03, 2021 Oct 03, 2021

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Not on My screen!

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Community Expert ,
Oct 04, 2021 Oct 04, 2021

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You need to have cookies enabled and you need to turn off any script, pop-up, or ad blockers on the Adobe site.

 

If all else fails, you can open a chat session directly with the following URL:

 

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

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Community Beginner ,
Oct 04, 2021 Oct 04, 2021

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I have done all that and tried different browsers, still unable to get "chat" to show up.  My question is why do I have do do all that when other programs/service work without all the hocus pocus? Come on nAdobe, get with the times, have you ever heard of user friendly?

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Community Expert ,
Oct 04, 2021 Oct 04, 2021

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It's possible the issue is firewall or other security settings. I'm not familiar enough with how they can cause problems to advise, however. 

 

Did the direct link not work, also? If so, perhaps calling them is a start; they might (or might not) be able to figure out why you can't use the chat with them. I'm sorry I can't be more help than that.

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Community Beginner ,
Oct 04, 2021 Oct 04, 2021

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No, the direct link did not work. I have tried calling the support number,still waiting.  In the meantime I might have solved the issue myself.  But as I have said, Adobe needs to address the probem of being able to contact them without the need to try different browsers or disable computer settings, other companies are able to do it so it is not impossible!

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Community Expert ,
Oct 04, 2021 Oct 04, 2021

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Not much I can do about that, as I don't work for Adobe. You can try contacting corporate directly, but I make no guarantees of a response.

 

Adobe, 345 Park Avenue, San Jose, CA 95110-2704

USA Tel: 408-536-6000 Fax: 408-537-6000

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Community Expert ,
Dec 01, 2020 Dec 01, 2020

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This page lists phone numbers for customer support around the world. Wait times may be long; please be patient with the CSR as they have no control over that.

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

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Community Beginner ,
Dec 01, 2020 Dec 01, 2020

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Thank you for the link. That's something that should probably be available in the contact section of the website and not from having to scour the forums though. 

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Community Expert ,
Dec 01, 2020 Dec 01, 2020

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"Adobe's website does not support Google Chrome."

 

Untrue. I am able to reach online chat from ANY modern browser that supports cookies and does not have script blockers.  So your assertion that Adobe somehow blocks Chrome browsers is not entirely accurate.  More than likely, something on your end (browser configuration, add-ons, firewall/anti-virus, security settings, etc...) are causing problems.

 

1. Please log-in to your account portal with your paid plan ID and password.

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. Or as LinSims said, call by phone M-F during normal business hours.
https://helpx.adobe.com/contact/phone.html

 

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

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Community Beginner ,
Oct 04, 2021 Oct 04, 2021

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Thank you this was a big help.

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