Has the Adobe Exchange Support Team just completely STOPPED responding to all emails?

Plugin Marketplace
1

I am a plugin developer on the Adobe Exchange. For the last month or so the Adobe Exchange Support Team apparently hasn’t responded to any of the emails I’ve sent them or forwarded to them, specifically related to plugin-user support inquiries that require the direct involvement of their support team.

These have been related to matters including: 1) plugin users have requested a refund (Adobe Exchange / FastSpring handle payment capture and processing for plugins sold via the Exchange); 2) plugin users are having technical issues unrelated to our plugin but instead involving their Photoshop/Creative Cloud application; 3) plugin users are requesting copies of their invoices; and other related matters.

EXAMPLE: I had one user request a refund. I forwarded the case to Adobe Exchange Support Team on 3/31/25. I sent a follow-up email a week later on 4/72/25. It has been over a month since that email chain, today is 5/2/25, and there has STILL be no progress on the matter and I’m having to manually refund the user myself since Adobe Exchange Support has apparently just gone entirely silent on this matter.

I have other similar matters I have emailed them about where there’s just been no response of any kind whatsoever.

What’s the deal? Can we just no longer count on the Adobe Exchange Support Team to handle any email inquiry that gets sent to them?

2

Hello again, Anton.

Are you talking about ccintrev@adobe.com specifically?

Also do you want to share some subject lines of your messages? You could DM me as well.

3

No, this is for “asupport@adobe.com” – the Adobe Exchange Support Team that Adobe users (and not developers) contact when they have issues.

UPDATE that this continues to be an issue as of 5/9/2025. Example: Had a 2nd user of my plugin have his “refund request” emails sent to asupport@adobe.com get completely ignored going on 2 weeks now.

I will DM you some example emails. Thanks.