We couldn't find supported products in your account

[Timo15B9]

Hello,

I recently had an issue importing a video file, telling me HEVC is missing. I did everything to get it working like it is described here: https://community.adobe.com/t5/premiere-elements/faq-what-should-i-do-if-premiere-elements-2020-fail...

Unfortunately it's still not working. When I tried to contact the support, the chatbot tells me, that it couldn't find any supported products in my account. When I check my account through the provided link from the bot, they are actually listed there.

When I check here https://helpx.adobe.com/de/contact/what-contact-options.html it says it should be supported.

I'm using Premiere Elements 2021 and it's registered. How do I get support?

Thanks in advance.

[Steve Grisetti]

What operating system are you using?

[Bill Sprague]

Steve is right that it makes a difference between iOS and Windows.   

I have Windows and couldn't make HEVC work about a year ago.  I needed tech support.   Maybe their workload changes, but you should be able to get through to them.  Sometimes it takes a little patience.   In my case I had installed two of Microsoft's codecs.  The second one changed some 'permissions' I could not resolve by myself. 

Please try again at https://helpx.adobe.com/support.html .  This time look for a small floating icon in the lower right corner.  It is a shortcut to chat help!   It looks like this:

  

[Timo15B9]

Forum tells me to correct highlighted errors... I don't see any... please check my attached .png files for my answer.

  

[Bill Sprague]

I don't know how else to help you Timo15B9.  There are people on the end of the help chat.  My experience is that they do respond.  

What happened on my computer many months ago was that I installed both the free and $.99 codec from Microsoft.   That created a conflict where the free one blocked use of the $.99 version through permission settings in Windows.  I was unable to fix that by myself and used the chat system to get help fixing it. 

[Timo15B9]

Hey, thanks for your respond!

My problem is, that I am unable to contact the support...because the chat bot tells me I wouldn't have support but I am suoppsed to have...

I hope an adobe employer read that and will help me...

[Timo15B9]

Again, Elements 2021 should be supported, the only way to cantact support is to go through the chat... the chat bot tells me that it couldn't find a registered product... When go through the provided link from the bot  - there it is... registered and all..

Don't know how I could get support elsewhere....