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Adobe Expert Support
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Frequently asked questions

Find answers to the most commonly asked questions about Adobe® Expert Support.


About Adobe Expert Support
Choosing and purchasing an annual plan
Products covered by Expert Support
Getting started with Expert Support
Single-incident and other support options

About Adobe Expert Support

What is Adobe Expert Support?

Adobe Expert Support is Adobe's desktop software support program offering annual contracts and single-incident calls for a fee. Expert Support provides direct access to cross-product-trained Adobe specialists for how-to help, real-time problem solving, and advanced troubleshooting. The service offers flexible annual support contracts — Product Expert, Solution Expert, and Solution Expert for Workgroups — to address the needs of different workplace settings.

Why do I need Adobe Expert Support?

Expert Support is designed to rapidly resolve how-to questions when you're on a deadline or if you have exhausted your network of support resources. Use Expert Support to quickly get up to speed on a new Adobe product or sharpen your skills. Expert Support can help you get the most out of your Adobe tools and increase your productivity with convenient and economical annual contracts.

Are there any changes to my Expert Support plan now that Adobe has acquired Macromedia?

No. There are no planned changes to service levels or entitlement processes. Additionally, the products included in your Expert Support plan will continue to be covered until your contract expires.

If I own a Macromedia product and would like to purchase technical support, should I buy an Expert Support annual plan?

No. Macromedia products will continue to be covered by Macromedia's paid support programs. To purchase a technical support plan for your Macromedia product(s), contact your sales representative or Macromedia directly at (800) 833-6687 or visit Macromedia's support programs page.

Why is an Adobe Expert Support specialist most qualified to answer my questions?

Expert Support specialists receive extensive cross-product training on all Adobe desktop software applications and are familiar with both Macintosh and Windows® operating systems. They are also trained to answer questions about workflow and product interoperability. In addition, many Expert Support specialists have been working with Adobe software for years and are well-versed in the features of the products as they have evolved.

What kinds of questions can I ask an Adobe Expert Support specialist?

You can ask how-to questions regarding specific features and tools, preferences, dialog boxes, or product terminology. You can ask about workflow solutions across Adobe products or seek troubleshooting advice.

What are some examples of how-to questions?

Here are typical questions that customers ask Expert Support specialists about how to accomplish a task or more efficiently use Adobe tools.

bullet How do I print accurately with Adobe Acrobat® software?
bullet How do I manage fonts in Adobe Photoshop® software?
bullet How do I set up color printing workflows?
bullet How do I edit a PDF file?
bullet How do I make a table of contents in Adobe InDesign® software?
bullet How do I convert a print layout to a web page?
bullet How do I create a DVD?
bullet How do I automate tasks in Adobe Illustrator® software?

Choosing and purchasing an annual plan

What is the difference between Product Expert, Solution Expert, and Solution Expert for Workgroups annual support contracts?

Adobe has created several support plans to meet a variety of needs, from economical plans for individuals to comprehensive plans for large groups. For individuals who need one-time access to an Adobe specialist, a single-incident option is available.

Product Expert

bullet Ideal for solo designers, freelancers, business professionals, and other individual users
bullet Covers a single Adobe product, excluding Adobe Creative Suite

Solution Expert

bullet Ideal for solo designers, freelancers, business professionals, and other individual users
bullet Covers multiple Adobe products, including Adobe Creative Suite

Solution Expert for Workgroups (3-user or 20-user)

bullet Ideal for creative departments, agencies, business units, and workgroups at a single site
bullet Covers multiple Adobe products, including Adobe Creative Suite
bullet Base contract covers a team of up to 3 people or up to 20 people with the option to add users for a fee

How much does Expert Support cost?

bullet Product Expert: US$159 annually
bullet Solution Expert: US$299 annually
bullet Solution Expert for Workgroups (3-user): US$399 annually
bullet Solution Expert for Workgroups (20-user): US$1,950 annually
bullet Additional Workgroups users: US$99 each, annually
bullet Single-incident: US$39 per incident

In addition, Adobe offers discounts on its Expert Support annual plans for education and government customers.

How do I buy an Expert Support annual plan?

You can purchase Product Expert, Solution Expert, and Solution Expert for Workgroups by calling 866-MYADOBE (1-800-833-6687) or by contacting an Adobe Authorized Reseller. The 20-user Solution Expert for Workgroups plan is available only through an Adobe Authorized Reseller.

How do I renew my Expert Support annual plan?

You can renew your Expert Support contract by calling 866-MY ADOBE (1-800-833-6687).

I am an Adobe volume licensing customer. What is the best Expert Support plan for me?

You can purchase a Solution Expert or Solution Expert for Workgroups annual plan through the TLP. Please be aware that TLP purchases require a minimum of 1,500 points. If your Expert Support order does not meet this threshold, we recommend you purchase a retail plan. You can add users to any Workgroups plan at any time. For more information, contact your Adobe Authorized Reseller.

Is Adobe Expert Support available outside North America?

Yes. Adobe Expert Support is available in the U.K. and Japan. Visit Adobe Expert Support (U.K.) or Adobe Expert Support (Japan) for local program details.

Products covered by Expert Support

Which Adobe products are supported?

Adobe Expert Support is available for the current version and one version back of most Adobe desktop applications. See the Expert Support product list for a complete list of supported products.

Why isn't Adobe Creative Suite covered under the Product Expert program?

Adobe Creative Suite is a publishing solution made up of a number of component products and has unique support requirements. Because of this, Adobe Creative Suite is covered by the Solution Expert and Solution Expert for Workgroups plans.

Free Adobe Reader® software doesn't qualify for Adobe's complimentary support, but is it covered by Adobe Expert Support?

Yes. While Adobe's complimentary support is not available for free Adobe products like Adobe Reader, you may purchase an Expert Support annual contract that covers Adobe Reader. You may also get help with Adobe Reader through the single-incident support option.

I received my Adobe software bundled with my hardware. Is it available for support?

If the Adobe software bundled with your hardware is included on the list of supported products, then you may purchase a single incident or an Adobe Expert Support annual contract for that product(s).

Getting started with Expert Support

I have just purchased an Expert Support contract. How do I activate it?

Adobe Expert Support requires activation before first use. Activation generates the contract and customer ID numbers that you will use when you contact Expert Support for help. If you purchased Expert Support from Adobe over the phone, activation occurred during your transaction. Otherwise, call 866-MYADOBE (1-800-833-6687) to activate your contract.

When you call to activate, you will be asked to supply registered product serial numbers for the products you wish to have covered by your Expert Support contract. If you have purchased a Solution Expert for Workgroups contract, you will also be asked to provide the names of the users to be covered.

I have an Expert Support contract. How do I call in to get support?

Call the toll-free number specific to your product. Check your contract for the phone numbers for the products covered under your plan, or check the complete list of toll-free numbers. Call Monday through Friday, 6 a.m. to 9 p.m., or Saturday, 8 a.m. to 2 p.m. (Pacific time).

I want to ask questions online. How does Expert Support on the web work?

Expert Support on the web is available 24 hours a day, 7 days a week to annual contract holders. Ask questions online or view your complete history of case submissions and resolutions. Visit Expert Support on the web and enter the ID and password found in your contract details. If you do not have a password, click "forgot your password" to initiate first-time setup. You will receive a response to your question within four hours if the submission is made Monday through Friday, 6 a.m. to 9 p.m. (Pacific time). For a submission made after these hours, the response is within four hours from the start of the next business day.

What if I purchase a Product Expert contract and then want to upgrade to Solution Expert because I start using other Adobe products? Or what if I need to upgrade to Solution Expert for Workgroups because I want to cover additional people?

No problem. Call 866-MYADOBE (1-800-833-6687) and we will be happy to upgrade your contract. The upgrade price will be based on the difference in price between the two annual plans and the time left on your contract. If you are a licensing customer, contact your Adobe Authorized Reseller.

What if I purchase upgrades of Adobe products that I have covered by Expert Support?

Your Expert Support coverage can be extended to cover upgrades at no cost. You can quickly update your contract so that your upgrades are covered for the duration of your Expert Support contract, under the same conditions. After you register your upgrades, call 866-MYADOBE (1-800-833-6687) to add the new serial numbers to your contract and ensure continuous coverage.

Is Adobe Expert Support part of the Adobe Help Center?

Yes. If you own Adobe Creative Suite 2 or a CS2 product such as Photoshop CS2, you can use the Adobe Help Center to access all of Adobe's support resources including Expert Support. In addition, you can use the Adobe Help Center to manage your Expert Support contract details or access Expert Support on the web, all in one convenient location.

Single-incident and other support options

How do I obtain single-incident support?

If you need one-issue access to an Adobe Expert Support specialist, you can call 866-MYADOBE (1-800-833-6687) and get the help you need without a support contract. Your credit card will be charged at the time of the call. The cost for this service is US$39 per incident.

Why should I buy an annual contract instead of purchasing support on a single-incident basis?

Purchasing an annual support contract has many benefits that you don't get when you buy support on a per-incident basis. With an annual support contract, you can:

bullet Budget your support needs on a yearly basis
bullet Save money if you think you will be contacting Expert Support multiple times throughout the year — for example, a Product Expert annual contract costs as little as US$13 a month
bullet Receive priority assistance and priority queuing
bullet Conveniently purchase support at the same time you buy your software products
bullet Submit a case in the manner that best fits how you work — by phone or via the web
bullet Easily add new users or products to a support plan
bullet Use the Adobe Help Center (for Adobe Creative Suite 2 and component products) to access Expert Support on the web and manage your annual support contract details

If I need software support, is purchasing Expert Support my only option?

No. As a registered owner of the current version of an Adobe product, you are eligible to receive complimentary, person-to-person support on issues related to installation and product defects. There is no charge for this service; you pay only for the cost of the call. However, if you want rapid, expert answers to how-to questions, then you should purchase Expert Support on a single-incident basis or through an annual contract.