Recurring Issue – VIP Contact Disappearing Every Year

[Vibrant_Twinkle0D44]

Hi Adobe Team & Community,

We are a Value Incentive Plan (VIP) customer using Adobe Creative Cloud for our company, and for the second year in a row, we’ve encountered a major issue when renewing our licenses.

Our designated Adobe contact person disappears—their email is deactivated, and we are left without a new point of contact. This forces us into a long and frustrating cycle of reaching out to Adobe support, being redirected multiple times, and struggling to get a new contact assigned. The process is inefficient and time-consuming, especially for professional businesses paying significant annual fees.

We’d like to know:

• Has anyone else experienced this issue? If so, have you found a better way to ensure continuity in your VIP account management?
• Adobe Team: Can you provide a solution or escalation path to prevent this from happening in the future? Having a clear process for contact reassignment would significantly improve the experience for VIP customers.
  
  

Looking forward to insights from the community and a response from Adobe on how this can be resolved.

Best regards, Viktor Ekelund

[Anshul_Nautiyal]

Hi @Vibrant_Twinkle0D44,

Thank you for sharing your experience with us, and we sincerely apologize for the inconvenience this issue has caused.

Upon reviewing your account, I see that you have an active Teams subscription associated with the Adobe ID used for this inquiry. As this is an indirect contract and is currently within the renewal window, you can also reach out to your reseller for any updates or renewal-related requests.

Additionally, I have escalated this matter to the appropriate team, who will contact you to address your concerns.

 If you need any further assistance, please don’t hesitate to reach out.

Regards,
^AN