Troubleshooting & help

Common issues

How is RoboHelp (2019 release) different from RoboHelp Classic (2019 release)?

The RoboHelp (2019 release) installer installs both RoboHelp (2019 release), an all-new application for creating and publishing content, and RoboHelp Classic (2019 release), which retains the experience of older versions of RoboHelp with updates. You can migrate existing RoboHelp projects to RoboHelp (2019 release). However, once you migrate and edit the projects, those projects cannot be imported back to older versions or RoboHelp Classic (2019 release).

When I click Contact Us, my product isn't listed. How do I contact support?

If Adobe RoboHelp is owned by your organization, you won’t see it listed under your Adobe ID. Chat with Adobe Customer Care.  

How do I create a project?

See Create a project article to learn about project basics and how to create your first project from scratch in Adobe RoboHelp.

Can I import a Word document into a project?

How do I import videos from YouTube or Vimeo?

You can easily import YouTube or Vimeo videos in your topics. See the Add videos section in Work with images and multimedia topic for more details.  

Where can I find additional resources?

Visit the RoboHelp Help page for links to tutorials, the user guide, getting started videos, and more.

Download & install

Where can I buy Adobe RoboHelp (2019 release)?

You can buy RoboHelp (2019 release) through the online Adobe Store or by calling: +1-866-647-1213 (Monday to Friday, 8 AM ET – 5 PM ET). Learn about other ways to buy RoboHelp (2019 release), including buying through authorized resellers or purchasing with education or government discounts. For more information on purchasing options, see the RoboHelp FAQ.

Why won't RoboHelp download?

Learn how to resolve download issues with RoboHelp and other Adobe apps.

Can I download a trial copy of RoboHelp?

Yes. You can download a fully functional, 30-day complimentary trial version. You'll need to sign in with an Adobe ID and password to download a trial. For detailed instructions, see this article on installing a trial.

How do I retrieve my Adobe ID or password?

Read these simple solutions to common Adobe ID and sign in issues to regain access to your account.

Can I install RoboHelp on another computer?

You can install RoboHelp on up to two computers. If you want to install it on a third computer, you need to deactivate it on one of your previous machines. Learn more about activating and deactivating Adobe apps. If you need five or more licenses, consider purchasing a volume licensing plan.

Account management

How can I change my password?

Sign in to your Adobe accounts page with your current Adobe ID and password. From there, click the Security & Privacy tab, and then click Change under Password. For more information on changing your password and other account information, see Manage your Adobe ID account.

How can I change my credit card info?

You can update your credit card information from your accounts page on adobe.com. See Payment in the Adobe Store | Online order and payment FAQ.

My subscription has expired. How do I renew it?

If your subscription expires or is stopped for any reason (for example, due to an expired credit card), you are notified by email, and your software displays an alert that your subscription has ended. If it has been less than six months since the subscription ended, click the Renew button displayed with the alert to enter the information required to restart your subscription.

How do I cancel my subscription? Can I still use the software I have?

You can cancel your subscription by contacting Adobe Support. If you cancel within 14 days, you receive a full refund. Otherwise, you are billed 50% of your remaining contract obligation. You will not have access to your subscription software after you cancel. For more information, see Subscription information and pricing in the RoboHelp FAQ.

Community

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