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Adobe Rep Ghosted Us, Support Ticket Site Down, What To Do?

New Here ,
May 29, 2025 May 29, 2025

To be succinct, I've not received a reply from my organization's Adobe rep in a month despite repeated emails and, when I try to create a support ticket by going through the Admin console, the link gives me a 404 error. 

 

Are there any options besides making the time for a proper phone call? 

TOPICS
Admin console , Manage account , Services and storage
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Adobe Employee ,
May 29, 2025 May 29, 2025

Hi @apl98105,

 

Thank you for reaching out.

Based on your message, it seems you're encountering a 404 error when attempting to open a support case through the Admin Console. Could you please confirm if this is the issue you need assistance with?

In the meantime, here are a couple of troubleshooting suggestions:

  • Try a Different Browser or Network:
    Sometimes 404 errors can result from cached sessions or network issues. Please try accessing the Admin Console using an incognito/private window or a different browser or network.

  • Ask Another Admin:
    If another administrator in your organization has access, they can also try submitting a support ticket from their account.

Additionally, could you confirm whether you're seeing the error after taking the following steps?
Admin Console > Support > Start Chat

You also mentioned you've been trying to reach your sales representative. If you could let us know what you need help with, we’ll do our best to assist you directly.

 

Hope this helps. Let us know if you need further assistance. 

Regards,
^AN

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New Here ,
Jun 04, 2025 Jun 04, 2025

Thank you, it does appear that it was a cache issue and I am now able to access account.adobe.com/support/cases. Unfortunately, I did not realize that this was just a page to monitor active support cases and not a place where I could submit a new one. Are my only option to use the virtual chat assistant or to place a phone call? I don't agree with using a LLM for customer support and would really prefer not to use the virtual assistant. Not blaming that on anyone who's providing support on this site, that's out of y'all's control, so I don't want to come across as too upset or anything. If I have to place a call, I can, I'd just like to know if there is another option first. 

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New Here ,
Jun 04, 2025 Jun 04, 2025

Realized I didn't respond to the last part of your post, so adding here that what I'm trying to reach my rep about is the removal of a few licenses we aren't using anymore. Just trying to get them off of our account before we have to pay for them for another month. 

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Adobe Employee ,
Jun 04, 2025 Jun 04, 2025
LATEST

Hi @apl98105,

Thanks for reaching out—glad to hear your previous issue is resolved.

Regarding your question about canceling unused licenses:
With a Creative Cloud for Teams subscription, you can adjust the number of licenses and products in your plan products during the renewal window, but changes only take effect on your renewal date. For more details, refer to this article:
https://adobe.ly/43S513J

Since you're not currently in the renewal window, please reach out to Adobe Support or your account manager to cancel any extra licenses.

To contact support:

  1. Go to the Admin Console > Support

  2. Click "Start Chat"

  3. Select a topic and type your message to connect with a representative
    More info: https://adobe.ly/45I7osi

You may also find this community discussion helpful:
https://adobe.ly/3FN2eRb

Let us know if you have any further questions.

Regards,
^AN

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