How do I contact support through email?

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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?
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Photoshop FAQ, Official Rep

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Posted 8 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Official Response
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.
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Shelly Brown

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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!
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Chris Cox

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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?
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Shelly Brown

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

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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.
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Chris Cox

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

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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.
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Suzy

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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?
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Jane Renning

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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.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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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/
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Breanna Strauss

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

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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.
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Chris Cox

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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...
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Bruce Treadway

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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
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Jeff

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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).
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Jeff

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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!
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Sanjeev Pal

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

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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
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robina yasin

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They promise you a call back which never happens
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worried shrimp

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yes this...

THEY PROMISE TO CALL YOU BACK WHICH NEVER HAPPENS
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Breanna Strauss

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yeah right!
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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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
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Bruce Treadway

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

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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.
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Some One

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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!!!!!!!!!!!!!!!!
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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

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Hi...I cannot contact Adobe.

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

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

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Hi...I cannot contact Adobe.

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

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

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Nothing happens when I try to log in to get to the customer support portal.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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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?...
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Mogens Heine Larsen

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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.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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

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I get the mails now - thanks
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Dana Strunk

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What is the return email address?
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Mogens Heine Larsen

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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.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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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.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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

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

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Thanks for reply.
I have a CS5.1. Do I then need to upgrade to to a CS6 before I can swap to Mac?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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I've sent you another email with instructions. Thanks.
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DEAN MINETT

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I purchased a used copy of CS4 that installed fine, then told me that the serial number is invalid. Is there a way to get a new serial number?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Dean, I don't see any registered products under your account. Do you remember where you purchased it?
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DEAN MINETT

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Jeffrey, i purchased it used from an individual off ebay. the software installed correctly and it opened fine until the second time I tried to edit photographs. i have Lightroom 3 and 5 as well as Elements 6 that came with my Wacom tablet but I haven't registered them yet.
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DEAN MINETT

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If I set my computers clock back I can use it ,but I don't want to have to do this every time.
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DEAN MINETT

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Just registered my LR5.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Unfortunately, most copies of PS sold on ebay are counterfeit. http://blogs.adobe.com/photoshopdotco...
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DEAN MINETT

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This one isn't counterfeit. It accepted the serial number and was usable until it told me after opening PS a second time the serial number was expired. Can Adobe provide a new serial number or should I just move on to Capture One and cut my losses with any versions of Adobe products.
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DEAN MINETT

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my Lightroom 5 wasn't counterfeit, it came factory sealed and I just registered it.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Dean, I looked at your case and the serial # you provided for CS4 was counterfeit. Looking at the Lightroom that was registered, while it was a legit serial it was an OEM (Not for resale) version.

Your best bet is to file a claim with ebay to get your money back and report the seller.
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DEAN MINETT

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Ouch! That settles it then. Claim it is. Thanks for all your help Jeffrey, I really appreciate it.
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Kenneth Blackman

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I have tried to get my message over to Adobe without any success, maybe they might see it on here....and reply.
Dear Sir,
I am a 71 year old amateur user of your Elements 8 program, and here is my dilemma..... my use of this program is purely for my benefit only, adjusting and enhancing my photographs, I am thinking of upgrading to Elements 11 but as I am a pensioner on the basic pension I will only be able to afford one of the downloadable ones available on Ebay.
When I purchased my Elements 8 again from Ebay I gave my Elements 3 to my young niece in South Africa to use and she loves it:- my dilemma is...
1. If I purchase the new one will I be able to pass my Elements 8 onto her to use, i.e. can you tell me how do I transfer to her the ability to install and use on her computer?
2. Does it have to be de-activated from my account?
3. Does it have a licence that has to be changed?
4. Bearing in mind where I purchased it from will this cause me any problems with any of the above?
I can only hope your reply to me will be in the affirmative and suppress my currant doubts, I am in effect acting as your ambassador in passing on your products which will I hope result in word-of-mouth praise for your products.
Yours
KR Blackman
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Chris Cox

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This is a great conversation that's separate from the main one, so I created a new conversation to continue the discussion.

Please reference the new conversation here: Elements: questions on licensing and buying from Ebay
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Richard Henley

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Looking at the portal's support options per the suggestion above, it appears that support for Lightroom is only available via the forums. Anything other than that results in an endless circling about the support portal.

However in the forum here, I find the LR5 issue which needs to be addressed is a year old posting with no serious follow up.

Is it any wonder why I've (and likely others) have become less enamored with any newer versions ? When current versions are not adequately supported.
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Nanette Alsop

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I am having trouble getting in touch with Adobe. I need someone to help me please, with a claim I have with my credit card company.

I naively purchased CS6 for $150 from a website at www.directsoftwareconnection.com and didn't realize it was hacked, until I got the instructions from them via email after I'd bought it. These involved pages and pages of instructions, which included switching off firewalls, etc., and downloading serial number generators.

I would really appreciate it if someone with authority on here - like Jeffrey Tranberry - to reply to this and say it was counterfeit - in order for my credit card company to get my money back.

Thanks in advance.
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Chris Cox

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Yes, it was counterfeit. First off you got a price that was too good to be true, and then they want you to use a serial number generator -- so there is no chance it was a real license. The disaster of a website also should have been a hint that they were not a legitimate business.
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Nanette Alsop

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Yes, you are right ..... I should have known. Thanks for your help and your reply should be sufficient for my needs.
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Rita Kyle

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You can most likely get a refund thru your Credit Card
Company
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Linda Hall

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I purchased what I thought was an upgrade from pse and premier 7 to 13 through the Adobe site. Is there a way to have a hard copy sent to me?
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Roberta Jackson

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Why does it take so long to get my refund processed? RMA # 0066374362 My confirmation of cancellation email stated it would take 5 business days. Now my credit company has charged me interest because I thought the payment was going to clear...that was over a month ago!
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Christina

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I have searched for customer support through email as well and have had no luck. The reason I would like to use email instead of the chat or phone is because I am not having an issue with a product, I am having an issue with Adobe itself. I work in a school as a technology specialist and I occasionally purchase commonly requested products to put on the computers in the computer labs. I like for our computers to have fairly new software for teachers and students to use so I often update products that we already have. I wanted to purchase an update for Adobe Photoshop for several of our computers only to find out that Adobe is no longer offering the ability to simply purchase a single Photoshop license for a stand alone computer. Now you have to purchase access to the "Creative Cloud."

I can use the small amount of money I get from the school to upgrade software each year, but I am not permitted to use it for any subscription based software since this would be a recurring fee. Furthermore, it is $150/year per device so essentially we are paying for the full price of the software every single year. Before, an upgrade would be good for 3-4 years before we upgraded again.

This is ridiculous and I have a feeling that Adobe is going to lose some "large institution" customers over this. I guess we will be stuck with CS5 forever. Not everybody is on board with the cloud. If people pay for something they want a physical piece of software that can be installed as necessary, not a recurring subscription to a cloud!
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Chris Cox

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You need to contact Adobe educational sales, not tech support.
There are plenty of purchasing options available for educational institutions.
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Allen Pooley

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I am trying to access support but when I go through the Customer Care portal it asks me what I need help with and then when I ask for support nothing happens. This is extremely frustrating.
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Helax Loukemander

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I bought Adobe Creative Cloud with Photoshop CC three months ago and this plan is only for one month. It should only charge me for one month, after one month it shouldn't charge me anything. But I don't know why it still charge me on this plan for the other two months. I tried to access support but they didn't reply anything.
Eh.....Can anyone help me?