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J
JahooClouseau
Participant
January 30, 2019
Question

No help from Adobe Help

  • January 30, 2019
  • 2 replies
  • 218 views

Did some of you ever get help from Adobe Help chat? I'm running a movie production house, and using Adobe Premiere from version 6 (since 2002). For the last few years I used a CS6 Master Collection, but few weeks ago I started collab project with postproduction studio which use CC2019. So I jump into Creative Cloud, and installed all the apps with a redemption code valid for the whole year. After four weeks of using Premiere Pro and After Effects in a very tight schedule job, all my apps are switched off. I tried since then get help from Adobe and no reaction. I just don't know what to do next. Do you experienced such thing?

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2 replies

T
Test Screen Name
Legend
January 30, 2019

Ok, that doesn't sound like anything we can advise on, except the obvious (did you try to update your payment details?) Of course it shouldn't be necessary for a one year plan, however.

T
Test Screen Name
Legend
January 30, 2019

You say "no reaction" - what do you mean? Did you make contact with Adobe, and if so how? What was their initial response, and did they promise something?

J
JahooClouseauAuthor
Participant
January 30, 2019

I contacted Adobe Help chat three times. They promised that the some sort of "Senior executives" will contact me, but after three weeks no one responds.

T
Test Screen Name
Legend
January 30, 2019

Ok, that's the right way to go, and we aren't Adobe. HOWEVER, if the problem is a technical one, rather than a licensing one, we may be able to help.

Please check your account details. If the account is shown as ACTIVE, then maybe we can help you with it. Please don't post any personal info. But please give more details, including any error messages. I can't get much from just "apps are switched off", that isn't a familiar description. If you've tried anything to fix it, let us know what you tried and what happened.

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