photoshop_faq's profile
Adobe Administrator

Adobe Administrator

 • 

158 Messages

 • 

14.3K Points

Thu, Apr 21, 2011 10:53 PM

How do I contact support through email?

I'd prefer to create a case on the internet rather than over the phone. How can I just email someone about a support issue?

Responses

Official Solution

Adobe Administrator

 • 

15.9K Messages

 • 

296.4K Points

10 y ago

If you want to create a support case on Adobe.com you should create an Adobe ID account (if you don't already have one) and log into the customer support portal.

Once you're logged into the Customer Support Portal page, under the Get Support section, choose the type of issue you are dealing with from the drop-down menu, then choose your product.

For products that must be purchased (such as Photoshop or Photoshop Elements), you must have registered that product/serial number before you can create a case for it.

Sr. Product Manager, Adobe Digital Imaging

3 Messages

 • 

80 Points

I bought a one year subscription to Adobe ExportPDF 3/17/15. I have the receipt and confirmation email with order number. Yet when I log in to my account, it shows I have NO purchases and if I try to use export PDF it brings me up the subscription page for me to buy a subscription! I have spent HOURS trying to figure out how to fix it and/or contact Adobe via email. Even there support portal does not help because there is no option for ExportPDF. At this point I am so frustrated I am going to report this to my state Attorney Genera's office because my purchase seems to have been nothing more than a scam and I can't even communicate with Adobe to address the issue!

15.1K Messages

 • 

195.8K Points

Sounds like you signed in under a different email address (AdobeID) then the one you entered the subscription under. And did you try calling Adobe Customer Support?

3 Messages

 • 

80 Points

No - it is the email address that adobe sent me the confirmation of purchase to.

3 Messages

 • 

80 Points

Also, I did try calling customer service but of course they are closed. And I needed to use the program now. It is utterly ridiculous that adobe doesn't allow communications via email or a chat window. I have never had so much difficulty trying to get help. This will be the last adobe product I buy due to the poor customer service access.

15.1K Messages

 • 

195.8K Points

There is a chat available on the customer support web pages.

2 Messages

 • 

70 Points

I am having the same problem. I bought the product, I keep getting an error message telling me that it is already registered and yet every time I try to use it the registration page comes up telling me to call numbers that no longer exist, and the Adobe ID forum will not answer my query. I just need my product activated!! It is so frustrating. It expires in 19 days.

1 Message

 • 

60 Points

I went through the customer support portal and used chat. It was not at all helpful. My problem is that I have a product that I bought with my computer. It came installed and worked fine until a couple of days ago. Now it no longer works. It wants me to use a trial version and buy it AGAIN! Customer service told me to contact the computer company. They were no help. I do have an email from them with the entire order listed, including the Adobe products. I would like to email that to Adobe to prove ownership, and maybe get the product re-registered. Can anyone here help?

1 Message

 • 

62 Points

9 y ago

In December, I downloaded PhotoShop elements. When purchasing, it did not distinguish as Windows but when I downloaded it was a Windows software (I own Macs). I have tried e-mailing without response, I have called MULTIPLE times only to be on hold for ever. I tried the callback service and when they call back, I am still on hold and then the line cuts off (this has happened THREE times). How do I get someone's attention at Adobe? Your site has no e-mail support and there is nothing to help me out. I am completely frustrated at this point. Order AD004526893

This reply was created from a merged topic originally titled
No e-mail support from Adobe....very frustrated.

Adobe Administrator

 • 

15.9K Messages

 • 

296.4K Points

Photoshop Elements serial numbers are cross platform. You should be able to download a copy of the trial version for Mac from the following link and enter your serial number:

http://www.adobe.com/downloads/

Sr. Product Manager, Adobe Digital Imaging

2 Messages

 • 

70 Points

Adobe's support is EXTREMELY difficult to connect with, via phone or email.

3 Messages

 • 

70 Points

Second time Adobe as ripped me off by cancelling my license. I paid
for my software!!! Not again. Looking elsewhere. There is no contact now.
In 2009, I finally got service.........Don't purchase Elements.

15.1K Messages

 • 

195.8K Points

Adobe doesn't cancel your license. If licensing stopped working, then most likely it just means that a file got damaged on your local disk. And there are several existing topics and answers available on how to solve that.

Also, how did you try to contact Adobe? Phone support, forums (like this one), and online chat support are available...

2 Messages

 • 

70 Points

I have been on the Adobe web site for over 2 hours, and haven't gotten anywhere, and can't find a real person to talk to

2 Messages

 • 

70 Points

Typical. Yesterday, it told me 23 times that my position in line is 2 and my wait time was 0 minutes. This went on for at least 45 minutes, until I finally gave up. Adobe is world famous for crappy customer support (on top of ridiculously high prices).

2 Messages

 • 

70 Points

So far today, it started with me being number 14 in line with a wait time of 1 minute. Fifteen minutes or so later, my position is 15, and my wait time is 0 minutes. Infuriating!

1 Message

 • 

80 Points

7 y ago

Why is so difficult for adobe to give an support email address????

2 Messages

 • 

70 Points

7 y ago

Adobe Sucks they charge you conversion rate and once you return the product they don't return you the entire money and call centres in India have no power to tell you anything . Pathetic service useless business model

2 Messages

 • 

70 Points

7 y ago

They promise you a call back which never happens

1 Message

 • 

60 Points

7 y ago

yes this...

THEY PROMISE TO CALL YOU BACK WHICH NEVER HAPPENS

2 Messages

 • 

70 Points

yeah right!

Adobe Administrator

 • 

15.9K Messages

 • 

296.4K Points

Hi Breanna, I see that you have one case and the agent helped you with a Camera Raw issue. You can get the latest camera support (including the D70) for older versions of our software (including your CS5.5) through the free Adobe DNG Converter. Details here: http://adobe.ly/ACRandDNG

Sr. Product Manager, Adobe Digital Imaging

2 Messages

 • 

70 Points

I have a simple, 5 seconds question, and I have been looking for an answer from Adobe for 3 hours now.

2 Messages

 • 

70 Points

7 y ago

i also can't find e-mail support. all i wanted to download the learn and support.

it starts to down load it gets to 640 of 788 MB 4 mins to complete.

it says it's finished, i click and run it. it gets to almost the end, then message says it can't complete.

i have Lightroom 4. if you require my serial number, send me an e-mail.

thank's

Danny Davies.

1 Message

 • 

50 Points

7 y ago

Photoshop cs 5 3d option is disappeared from menu bar

1 Message

 • 

60 Points

7 y ago

This is typical of Adobe, one of the most greedy, evil monopoly style companies on earth. Today I just wanted to get the latest Flash player. The adobe web site said it was .239 I was downloading but what I got was the old .223. I would like to tell Adobe about, as I am sure would the REST of the world, but due to their greed and obvious lack of care about their customers they have made that impossible. We will see if they EVER look at these forums, I bet they don't!!! and see how long it takes for them to actually publish the version they claim is the latest. The location I am downloading from is the hidden one that lets you get the Flash product with out Greedy Adobe trying to load your system with SPAM AND MALWARE!!!!!!! http://www.adobe.com/products/flashpl...

Lets get it fixed Adobe!!!!!!!!!!!!!!!!

Adobe Administrator

 • 

15.9K Messages

 • 

296.4K Points

You can submit bugs and requests to the Flash team here: https://www.adobe.com/cfusion/mmform/...

Sr. Product Manager, Adobe Digital Imaging

5 Messages

 • 

100 Points

Hi...I cannot contact Adobe.

I have a problem whereupon my Adobe Reader X11 will not open.

5 Messages

 • 

100 Points

I have tried going through the customer support portal to no avail.

5 Messages

 • 

100 Points

6 y ago

Hi...I cannot contact Adobe.

I have a problem whereupon my Adobe Reader X11 will not open.

5 Messages

 • 

100 Points

6 y ago

I have tried going through the customer support portal to no avail.

5 Messages

 • 

100 Points

6 y ago

Nothing happens when I try to log in to get to the customer support portal.

Adobe Administrator

 • 

15.9K Messages

 • 

296.4K Points

6 y ago

Hmm. The Support Portal works for me. What OS are you on? Have you tried a different browser?

Can you access the Contact Customer Care page here? - https://helpx.adobe.com/contact.html?...

Sr. Product Manager, Adobe Digital Imaging

5 Messages

 • 

100 Points

6 y ago

I have tried for 2 months (total 5 times) to get in contact with Adobe, chat rooms does not respond, -e-mail does not exist. Customer service - guidence goes in circles.

Adobe Administrator

 • 

15.9K Messages

 • 

296.4K Points

Hi Mogens, I suspect that emails from the support system might have been blocked by your spam filter. I'll escalate the case.

Sr. Product Manager, Adobe Digital Imaging

5 Messages

 • 

100 Points

I get the mails now - thanks

1 Message

 • 

60 Points

What is the return email address?

5 Messages

 • 

100 Points

6 y ago

How do I transfer my Win-license to MAC. I have downloaded trial version and tried to use original code = does not work with Photoshop. I worked with Lightroom.
its virtually impossible to get in contact with Adobe. Often when I try to log in, the system tells me my psw is wrong - which it isn't.

Adobe Administrator

 • 

15.9K Messages

 • 

296.4K Points

CS6 and earlier licenses were platform specific. You can swap your Windows license for a Mac if you have the latest version. Details here: http://feedback.photoshop.com/photosh...

In any case, I'll have someone contact you and get you fixed up.

Note: Cross platform licenses and roaming activation are both new features of Creative Cloud which hopefully adds a level of convenience not available before.

Sr. Product Manager, Adobe Digital Imaging

Adobe Administrator

 • 

15.9K Messages

 • 

296.4K Points

You should be all set up. Let me know if you didn't get an email from the support system.

Sr. Product Manager, Adobe Digital Imaging

5 Messages

 • 

100 Points

Thanks for reply.
I have a CS5.1. Do I then need to upgrade to to a CS6 before I can swap to Mac?