Website scam or bad support staff?

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  • Problem
  • Updated 2 months ago
Hello. I'm using the support live chat and telling him I'm using it on my phone and the app keeps crashing. He wants me to share my computer screen, but that has nothing to do with my smartphone and the app. He then wants my login-details for the app, also that seems very much like a scam. Maybe your website got hacked I just wanted help with my problem! I've been trying to edit a picture on the Lightroom app for 30 min and it keeps crashing. How do I find actual help for this ??
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Kamilla Albrekt

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Posted 2 months ago

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Victoria Bampton - Lightroom Queen, Champion

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If he only wants your Adobe ID, he probably just wants to check the status of your account. You're right not to give out your password though.

Which OS are you using? And what are you doing just before it crashes?
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Kamilla Albrekt

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Android 7.1.1
He wasn't asking for my Adobe ID, cause I was logged in and he must've been able to see it. Also I told him my username in the beginning for the chat.
He asked 3 times if it was the computer or phone app, and I said continuously that it was the phone app. It got me so frustrated...
I have a programmer next to me, who could fix it in a sec. How hard can can it be?
I already explained in the post, that I was editing a picture and I've done several things while it crashes.
Usually I'd be in the premium feature "selective editing" when it crashes or I'd be clicking on save and then it crashes. Just when I finished the long hard work. And it didn't save anything, so I'd have to do it all over again.
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Rikk Flohr, Official Rep

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Without knowing where you connected to or how you were connected, it is difficult to say. Do you have the URL you used when contacting support? Did you get a case number we could review?
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Kamilla Albrekt

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Adobe Case Number ADB-3448329-W8W2 CRM:01055000002355