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Getting help is atrocious!

New Here ,
Nov 21, 2019 Nov 21, 2019

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I have been a subscriber for several years not, and I just did a mass update through the desktop app. Now I can't open any of the adobe products from my computer, and when I redownload them I am being told that I am only getting the trial... and that I have to subscribe.  My subscription was just paid for this month a week ago! I go to the site to look for help resolving this.. the Chat is unavailable and say to "call us".  Can YOU find a phone number to call? I can't. Can you make it any more difficult to speak to someone?

Jeff

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correct answers 1 Correct answer

Adobe Employee , Nov 21, 2019 Nov 21, 2019

Jeff, sorry you are facing so many problems with the update process. The suggestions that Nancy has offered are applicable to an individual subscriber.  I reviewed the e-mail address you used to post to this public discussion forum, but I do not see a Creative Cloud subscription assigned to the e-mail address.  What type of Creative Cloud membership did your organization purchase?

 

If you have a Creative Cloud for Team or Enterprise membership then please ask your local Creative Cloud administr

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Community Expert ,
Nov 21, 2019 Nov 21, 2019

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So your paid Creative Cloud is reverting to trial mode.  See the help article below.

https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

 

If you still need technical support, online chat always works for me. 

  1. Use a good browser like Firefox or Chrome that accepts cookies and does not block scripts.  
    https://helpx.adobe.com/contact.html
  2. Log-in with your paid ID and password.
  3. Click the chatbot icon (lower right).
    Chat iconChat icon 
  4. Type AGENT followed by Enter/Return key.
  5. Wait for a human.

 

 

 

 

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

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Adobe Employee ,
Nov 21, 2019 Nov 21, 2019

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Jeff, sorry you are facing so many problems with the update process. The suggestions that Nancy has offered are applicable to an individual subscriber.  I reviewed the e-mail address you used to post to this public discussion forum, but I do not see a Creative Cloud subscription assigned to the e-mail address.  What type of Creative Cloud membership did your organization purchase?

 

If you have a Creative Cloud for Team or Enterprise membership then please ask your local Creative Cloud administrator to open a support case within the Admin console.  The e-mail address you used to post to this public discussion forum does not have a subscription assigned to it, which is likely why you have faced a frustrating experience obtaining support through paid individual subscribers channels.

 

For more information on how to open obtain support as a Creative Cloud for Team or Enterprise member see https://helpx.adobe.com/enterprise/using/support-and-expert-services.html.

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