Support by e-mail - does it work?

[Vasily S]

Hallo! I sent already more than 5 requests on [Moderator deleted private information. Please do not post private information like e-mails and phone numbers] but didnt get any answer. Support form on thw Adobe Stock website also doesnt work - there were no answer for more than 3 weeks. Could you please let me know if there any working way to contact with support?

[Jill_C · Accepted solution]

Sending an email does not create a support ticket in the Contributor Support System. It's best to use the "contact us" link which will create a ticket. Nevertheless, depending on the nature of your request it could still take some time to get a response. What support are you requesting ?

[Vasily S]

I also made a ticket, probably 2 or 3 times, but didnt get an answer. My request has a slightly unusual question related to my personal interaction with Adobe. How do I find out if my request has been accepted, whether work is underway on it and whether I should wait for a response? Previously, all responses were within 2-3 days, now it has been more than 3 weeks and it is not clear what is with my request.

[Abambo]

How do I find out if my request has been accepted, whether work is underway on it and whether I should wait for a response?

By @Vasily S

If you use the DOCUMENTED way to contact contributor support (Need help? (Stock Contributor Support)), you will create a ticket. That will make sure that your request is recorded. Only if, after 14 days, you do not receive an answer, you can send a friendly reminder. We do not know the status of your request.

[Vasily S]

Sure i used this form. 3 times already. Here what its isually answer - Thank you for contacting Adobe Stock, our support team will respond ASAP to answer your questions. After that i dont get feedback. And this has been going on for more than 3 weeks. Thats why i ask - does this support form still works? Are there any other ways to get in contact with support team?

[daniellei4510]

It works. It just takes awhile. There have been numerous validation issues over the past few months and Adobe must investigate all of them before coming to a conclusion. I had a question about an issue with Behance that took so long to get a response I had forgotten what I had even asked. I know it can be frustrating. 

[Abambo]

Here what its isually answer - Thank you for contacting Adobe Stock, our support team will respond ASAP to answer your questions.

By @Vasily S

That's an answer. It proves that the request did find its way.  And you need to have the patience to get an answer addressing your quest.

Thats why i ask - does this support form still works? Are there any other ways to get in contact with support team?

By @Vasily S

Yes. That is still the only official path to contact contributor support. And no, there are no other ways to get in contact with contributor support.

As a side note: Each time you re-contact support, that creates a ticket. It's more or less their fault or the fault of the system, but that means that someone needs to look into that, just to find out that the same user has sent multiple requests for the same issue. And again, that slows down the process.

[Nancy OShea]

Be patient.  Stock is busy with hundreds of other inquiries ahead of yours. 

Be patient.  Wait your turn.  And don't spam them with more inquiries.