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Getting help is atrocious!

New Here ,
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

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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Getting help is atrocious!

New Here ,
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

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.

TOPICS
Feature request

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251

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Nov 21, 2019 0
Adobe Community Professional ,
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, ACP
Alt-Web.com

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Nov 21, 2019 2
Adobe Employee ,
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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