Adobe Enterprise customer admins are entitled to support using the organization's Admin Console. Admins specified as “System Administrator” or “Support Admin” can contact Adobe Support.
For information current as of May 10, 2024, please review this document.
When you have an issue, please consider the following before reaching out to support:
- Has your enterprise agreement expired? That may cause an interruption in service.
- If you have an Adobe ID, you will need to log in as a personal account, compared to a company/school account for an Enterprise or Federated ID.
- Are you using an ID that is different than the one that is added in the Admin Console?
- Please make sure you are accessing the correct Admin Console. You may be intending to enter the enterprise console prefix and have entered a VIP one, instead.
- Are you logging in at the right link: https://adminconsole.adobe.com?
- If a user can’t access Creative Cloud, have you given that user ID All Apps in the Admin Console instead of just adding that user in the console?
- Perhaps you have an access issue because a serial key is expiring on a machine? Adobe is encouraging institutions to migrate all users to a Named User format in the Admin Console. If you have a serial key on a machine AND a Named User is logging in, there shouldn’t be an interruption in access with the Named User log in.
If you have considered or confirmed all of the above, and there is still an issue:
- Please open a case in the Support tab of your Adobe Admin Console. You can add your Adobe Account representative, CSM or Solutions Consultant as a watcher to any trouble ticket. When you open a case, you will receive a case number that starts with an e.
- You may also call our enterprise customer support number at 800-685-2950.
- If after 48 hours of opening a case, you aren’t getting satisfactory progress towards resolution with Adobe Support, you can escalate the ticket through the admin console. Should yu still be having difficulties after this escalation, please reach out to your assigned Customer Success Manager (CSM) Account Executive (AE) or Solutions Consultant (SC) and provide details of the issue and the support ticket.
Support Ticket or Expert Session? What's the Difference?
Expert Sessions
An Expert Session covers a how-to topic to get the user started with a new or unfamiliar feature. Each session is 60 minutes, scheduled at the time of your choosing. Examples of topics include, but are not limited to:
- Remove a background from an image in Photoshop
- How to render video for social media in Adobe Rush
- Format for Printing in InDesign
- Working with Creative Cloud Libraries
- Help with apps and services, updates, plugins and features
- Admin console issues such as managing users, licenses and admin tasks
Technical Support Cases
Issues related to troubleshooting, error messages and questions about using Creative Cloud and Document Cloud. Example topics may include, but are not limited to:
- Installation issues
- Crashing
- Product features not working
- Can't access app assets
- Deployment/user migration issues
Other Resources
- Technical support options for students who are part of an enterprise agreement
- Learn the basics of Admin Console with Adobe Enterprise Administration Guide
- Deployment by Licensing Mode
- To learn more about Support options, see Support and Expert Sessions
- To learn about our support terms and processes, see Enterprise Support Terms
- View Terms and Conditions detailing Support offerings here.
- For details about status updates and service outages visit status.adobe.com
- Visit the Enterprise and Teams Admin Community
- Browse popular Help Topics and Community Forums
- For security documentation, visit our self-service Trust Center
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