I've purchased a partnership plan and I can't access my admin console, Adobe support is not replying to my tickets | Community
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cristinafoit
Level 4
April 4, 2023
Solved

I've purchased a partnership plan and I can't access my admin console, Adobe support is not replying to my tickets

  • April 4, 2023
  • 2 replies
  • 2327 views

I just purchased an Innovate/Silver plan for my company account and I still can't access the admin console or the Adobe Analytics API/Sandbox.I've raised 4 support tickets but no one is replying. I am the account admin.

Should I have an account rep/support that I can reach out to?

 

Appreciate any help!

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Best answer by Jennifer_Dungan

Well that is odd.. I don't know much about how partner accounts work, I would expect your should have a CSM (customer success manager), but at the very least you should also have the resource who helped you through the purchase process... 

 

The worst part of this is that the ticketing system is inside the admin console... so I don't know how you check the status of that ticket if you aren't getting a response...

 

I assume you have raised support tickets via email? Have you tried calling the support help line?

https://helpx.adobe.com/entp/enterprise-phone-numbers.html

 

I hope you get this sorted out soon!

2 replies

Jennifer_Dungan
Community Advisor and Adobe Champion
Jennifer_DunganCommunity Advisor and Adobe ChampionAccepted solution
Community Advisor and Adobe Champion
April 5, 2023

Well that is odd.. I don't know much about how partner accounts work, I would expect your should have a CSM (customer success manager), but at the very least you should also have the resource who helped you through the purchase process... 

 

The worst part of this is that the ticketing system is inside the admin console... so I don't know how you check the status of that ticket if you aren't getting a response...

 

I assume you have raised support tickets via email? Have you tried calling the support help line?

https://helpx.adobe.com/entp/enterprise-phone-numbers.html

 

I hope you get this sorted out soon!

    C
    cristinafoitAuthor
    Level 4
    April 5, 2023

    Thank you Jennifer!

    No one helped me through the purchase process, and no one reached out afterwards. it's very odd!

    I have contacted support but no replies, my tickets are open and assigned but that's it.

    I'll try calling them if I don't heart back.

     

    M
    Adobe Employee
    mattk1970Adobe Employee
    Adobe Employee
    April 5, 2023

    Hi there, can you send me a ticket number that you've submitted, I'll make sure someone reaches out to you as soon as possible.

      C
      cristinafoitAuthor
      Level 4
      April 5, 2023

      Hi there

      I submitted multiple requests via zendesk

      • #14935
      • #14934
      • #14840

      Thank you!

      M
      Adobe Employee
      mattk1970Adobe Employee
      Adobe Employee
      April 5, 2023

      Hi, which product is this for? For Analytics you should have an incident that looks like this: E-000123456. I'll dig around and see what we can find for these incidents, but for Adobe Analytics proper the incident would be e-9 digits

       

      Matt

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