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Evasive customer help - Contact number (UK)

New Here ,
May 08, 2017 May 08, 2017

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A big bug bear of mine! Why do Adobe try and avoid customer interaction and keep sending you around the site getting no-where fast! How do I contact Adobe customer support without going through forums.

Thanks

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Creative Cloud

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correct answers 1 Correct Answer

LEGEND , May 08, 2017 May 08, 2017
Contact support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.Creative Cloud support (all Creative Cloud customer service issues) https://helpx.adobe.com/contact.html?step=CCSN_membership-account-payment_change-or-upgrade-your-membership

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LEGEND ,
May 08, 2017 May 08, 2017

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Contact support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...

Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache.  If it fails to connect try using a different browser.

Creative Cloud support (all Creative Cloud customer service issues)

https://helpx.adobe.com/contact.html?step=CCSN_membership-account-payment_change-or-upgrade-your-mem...

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LEGEND ,
May 08, 2017 May 08, 2017

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Use the UK link below.

  1. Choose Account Issues
  2. Choose Adobe ID and signing in
  3. Scroll to the bottom of the page and choose - Show me my contact options
  4. Click to start on-line Chat or other options

https://helpx.adobe.com/uk/contact/support.html

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Community Beginner ,
Jun 05, 2018 Jun 05, 2018

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it won't let me chat! It's absolutely rubbish!

I want to enter a formal complaint. Where do I go?

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LEGEND ,
Jun 05, 2018 Jun 05, 2018

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It should work. If you are logged-in with your Adobe ID when you click the contact link your installed products should be automatically recognized. Chat is usually one of the tailored support options unless you are using older unsupported software.

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Community Beginner ,
Jun 05, 2018 Jun 05, 2018

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Software about a year old ... as old as my Dell laptop. I can't chat and I don't get any phone number or email address. Just the forum!

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LEGEND ,
Jun 05, 2018 Jun 05, 2018

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I suggest you post details of the problem in the relevant product forum. There are a lot of knowledgeable volunteers willing to help. Here is a list of the user to user forums:

https://forums.adobe.com/welcome

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Community Beginner ,
Jun 05, 2018 Jun 05, 2018

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Do you work for Adobe? I think it's illegal not to show a direct contact. Also isn't it against the GDPR European law to keep my credit card data? It's the only way they could have taken a payment automatically.

I have just spent yet another 15 minutes without being able to find an answer or a link to request refund. I think it's illegal to tell me that my account has been cancelled and will end next June 2019!!!!!!!

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LEGEND ,
Jun 05, 2018 Jun 05, 2018

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Sorry I don’t work for Adobe. Sometimes Adobe staff do participate in forum discussions but mostly it’s between fellow users. Staff members are identified with the red badge (Adobe logo)

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Community Beginner ,
Jun 06, 2018 Jun 06, 2018

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Thank you.

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Adobe Employee ,
Jun 06, 2018 Jun 06, 2018

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Hi Barbara

I'm sorry to hear that you've had issues contacting our support teams.

You had an Export PDF annual plan which renews automatically as per the subscription terms - Legal subscription terms | Adobe

A reminder email was sent 30 days prior to the renewal date & gives you the option to manage your plan. If you cancel after renewal, you still have access until the end of the contract period - June 2019, in this case.

I understand that you did not want to renew so I will arrange for your subscription to be cancelled and refunded.

Kind regards

Bev

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Community Beginner ,
Jun 06, 2018 Jun 06, 2018

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Thank you. My partner was in hospital for 3 weeks and when I received that email, he was probably in ICU so that explains that.

I look forward to receiving the refund as I really don't need that service anymore.

I think it would be much more transparent for Adobe to have their contact number available. In case anyone is looking, here it is for the UK:

Phone Adobe customer services on [edited by moderator] for all non-technical enquiries.

Instead I wasted two hours of my very busy schedule yesterday.

Kind regards,

Barbara Pani

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New Here ,
Apr 08, 2018 Apr 08, 2018

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Adobe has the worst contact system I have ever seen. It is just impossible to contact anybody. Anybody alive, that is. They simply do not care!

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New Here ,
May 25, 2018 May 25, 2018

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Absolutely rubbish! I have just spent the best part of half an hour ting to cancel my subscription. The live chat is not available to me, the cancellation option is not available to me, there are no customer phone options, the forum solutions take me back to square one...I refuse to believe that in 2018 this is not by design. Shame on Adobe!!!! They simply do not care! x 2.

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Most Valuable Participant ,
May 25, 2018 May 25, 2018

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The simple instructions in reply 2 worked perfectly for me. It may vary by country. If you're in the UK, what happens when you try that?

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New Here ,
Sep 04, 2018 Sep 04, 2018

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I've had exactly the same issue, being sent round in circles by the website, and then when I did manage to find a contact number it was an automated system that hung up on me after sitting listening to some options.

I then went onto Google and typed in (something along the lines of) 'Adobe contact number UK', which gave me the number:

Contact Sales by phone

UK

+44 [phone number deleted by moderator. Misleading number]

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Adobe Community Professional ,
Sep 04, 2018 Sep 04, 2018

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And that's the number for Adobe support?

Regards, Abambo
Hard- and Software Engineer and Photographer.

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Adobe Employee ,
Sep 04, 2018 Sep 04, 2018

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Hi CM

The number you gave is for Marketing Cloud Sales, which may not be what you require.

For support, please use the link/instructions given in previous posts: Contact Customer Care

Phone support may not be available for all products/issues types - details here: What are my contact options?

Kind regards

Beverley

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Adobe Community Professional ,
Sep 04, 2018 Sep 04, 2018

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What I thought! That's not support. And talking of my own support experience, it is easy to get the correct contact information by following the recommended path.

Regards, Abambo
Hard- and Software Engineer and Photographer.

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New Here ,
Sep 06, 2018 Sep 06, 2018

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Dear Beverly,

I am having a similar problem in Turkey.  After my purchase of Adobe Pro DC monthly yesterday, I received an e-mail in Turkish stating that I had two weeks to cancel my plan.  When I sign on to my Adobe account and want to cancel, I am referred to a contacts page which asks for more detailed information. When I click on the relevant subtopics, the system sends me back to the original help/support page to start from the beginning.  I was able to get a phone number for Turkey yesterday on the web, but that number is not a functioning number.  Refund aside, I am trying avoid having to pay the monthly fee going forward every month, unable to ever get in touch with Adobe to stop the renewal.  I am having to consider filing a fraud report with the authorities, as well as my bank here in Turkey & relaying them the post-purchase Adobe e-mail I received in Turkish & the steps and online information provided by Adobe to its Turkish clients (which do not lead to a functioning mode of contact for cancellation.)

I would be thankful if you gave some directions as to what contact information there is for Turkish customers who want to cancel an Adobe service they have purchased or stop a renewal.

Best

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Adobe Community Professional ,
Sep 06, 2018 Sep 06, 2018

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Please contact customer care Contact Customer Care . Do not forget to push the blue button for your contact options.

D07F29E8-50D1-4E7E-BA90-7158C89BA8F4.jpeg

Regards, Abambo
Hard- and Software Engineer and Photographer.

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New Here ,
Sep 06, 2018 Sep 06, 2018

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Unfortunately what is listed on that link is a 1-800 number for the US.  No contact information for Turkey...

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Adobe Employee ,
Sep 06, 2018 Sep 06, 2018

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Hi MK

Could you possibly add a screenshot of what you see, and confirm that you're signed in with the same Adobe ID used when you signed up for the subscription.

Have you tried the Chat option?

Kind regards

Bev

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New Here ,
Sep 06, 2018 Sep 06, 2018

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Beverly, hi.  For some reason the image does not get through.  I will try again.  But I was able to go to chat.  It's in English -- but I will try my luck to see if they can help with cancellations in Turkey.

(By the way, when I click on "Cancel Plan" on the support page topics, that sends me to my account page and the tab by the "cancel plan" option on my account page says "contact us", which-when clicked on-sends one back to the support page -- A loop I have not been able to exit.)

Best,

Melih

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Adobe Employee ,
Sep 06, 2018 Sep 06, 2018

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Hi Melih

I'm glad you've been able to get in touch with our Chat support team.  Customers from Turkey are handled by our English support teams, so they will be able to help you.

As customers from certain countries don't have the option to self-cancel, they need to use the Contact page to get phone or chat support. I'm sorry that you were caught in a loop, but hope your issue will be resolved soon.

Kind regards

Bev

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