Use the Adobe Customer Support Portal

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Log in to the Customer Support Portal

  1. Go to the Customer Support Portal for your location:
    United States
    United Kingdom
    France
    Germany
    Asia Pacific

  2. Log in using your Adobe ID (usually your email address) and password. For help, see Adobe account, password, and login FAQ.
  3. If you have multiple accounts, select the one you want to access from the account list. 

Create a technical support case

You can create a technical support case for products you've registered, and for Adobe Connect Enterprise Server Hosted, Adobe Connect Hosted, and Flash Media Live Encoder. For other products, you are directed to other available support options.

  1. Register your product if necessary.
  2. Click the Technical Support tab under Get Support.

  3. Select Using a Product or Service, and specify the product you need help with:

    • Select Your Products, and choose from your registered products.
    • Select Additional Products, and choose a freeware product or service.
  4. Click Continue.
  5. Choose support coverage:
    • If you don't have a support plan, the case is reviewed for support eligibility. A support plan isn't required for Getting Started issues.
    • If a support plan covers the product you selected, select that support plan. If your support plan doesn't appear on your account, contact Adobe Customer Support. If you have multiple accounts, be sure to check them.
    • If you have a support plan linked to an organization, and you want to log a case under that plan, select the account for the organization. 

  6. Complete the case form and click Review Case & Submit.

Request a complimentary upgrade after a new product announcement

Follow the step-by-step instructions in Upgrade policy after new product announcement.

Return or exchange a product

Exchange or swap a product

Follow the step-by-step instructions in Order an Adobe product platform swap or language swap.

Return a product purchased from Adobe | Asia and Pacific regions

Follow the step-by-step instructions in Return, cancel, or change an Adobe order | Europe, the Middle East, Africa, Asia Pacific.

If you're returning a product purchased from Adobe in North America or Europe, you do so by phone or by chat. See Return, cancel, or change an Adobe order | Europe, the Middle East, Africa, Asia Pacific or Return or change Adobe orders | North America.

Return a product purchased from a store or reseller | North America

Follow the step-by-step instructions in Return or change Adobe orders | North America.

Get help for a lost serial number

  1. Click the Serial Number tab in the Get Support section of the Customer Support Portal.
  2. Select Lost Serial Number from the Choose Issue Type menu.
  3. Click Proceed to Online Form.
  4. Complete the Describe the Customer Service Issue form. Fields with an asterisk are required.
  5. Click Review Case & Submit.

View support programs or case or order history 

  • To view your open cases, click Open Cases
  • To view your closed cases, click Closed Cases
  • To view your order history, click Order History
  • To view your support programs, click Your Support Programs

Send proof of tax-exempt documentation

  1. Scan your tax certificate, if it is not in electronic form.

  2. Click Open Cases in the Customer Support Portal.

    Note: If you don't have an open case, contact Adobe Customer Support to open one.

  3. Click your case number.
  4. Click Browse next to the Add Attachments field, and navigate to your tax certificate.
  5. Click Open.
  6. Click Submit.

Send a proof of purchase

If you are returning a product purchased from a store or reseller, see Return a product purchased from a store or reseller.

  1. Scan your proof of purchase, if it is not in electronic form. See Valid proof of purchase for information on valid types of proof of purchase.
  2. Click Open Cases in the Customer Support Portal.

Note: If you don't have an open case, contact Adobe Customer Support to open one.

  1. Click your case number.
  2. Click Browse next to the Add Attachments field, and navigate to your receipt.
  3. Click Open.
  4. Click Submit

Submit a letter of destruction (LOD) | Asia and Pacific regions only

  1. Click Open Cases in the Customer Support Portal.



    Note:     If you don't have an open case, contact Adobe Customer Support to open one.

     
  2. Click your case number.
  3. Click Browse next to the Add Attachments field, and navigate to your LOD.
  4. Click Open.
  5. Click Submit.

 

See Also

Keywords: returning products; product registration; registering products; returning products; post-announce upgrade eligibility; tech support; cpsid_85092

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