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* * * * Adobe
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Contact Us
ADOBE DIGITAL LEARNING SERVICES FAQS
HAVE A QUESTION? WE'RE HERE TO HELP.
CATEGORIES
Training
Overview: Types of Training
Learning Subscriptions
Purchasing / Payment Support
Managing Your Enrollment / Learning Account Support
The Training Experience / Technical Support
Terms & Conditions
Certification
General Questions
Adobe Credential Manager
General Questions
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General
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General
TRAINING
Overview: Types of Training
PUBLIC TRAINING (ILT AND VILT)
Q: WHAT IS PUBLIC TRAINING?
A: Adobe Digital Learning Services (ADLS) provides learners with a wide variety
of courses on how to be successful with Adobe Experience Cloud (DX) Solutions.
Public training is open to any learner, and individual seats can be purchased
via the ADLS website. We offer live virtual instructor-led training in time
zones that span the globe. Please visit the course catalog to see course titles
offered, detailed course descriptions, and course schedules.
Q: What is ILT and VILT?
A: Instructor-led training (ILT) are live training sessions taught in-person in
physical classrooms and virtual instructor-led training (VILT) courses are live
sessions taught online in a virtual classroom setting.
Q: DO I HAVE TO BE AN ADOBE CUSTOMER TO TAKE ADOBE DX TRAINING COURSES?
A: Anyone can take Adobe DX training courses. All public training courses can be
purchased from our website using a credit card. Adobe customers can purchase
via a credit card, subscription, or purchase order (pre-paid Bank of Funds). See
Purchasing section for more details.
Q: WHAT ARE THE BENEFITS OF TAKING COURSES WITH ADLS?
A: ADLS courses are built working directly with Adobe’s product developers.
When you train with Adobe, your course is led by one of our expert instructors
providing a highly interactive learning experience with hands-on product
exercises. Each course provides course slides, activity guides, and a course
completion certificate.
Q: HOW CAN I LEARN WHICH COURSE IS RIGHT FOR ME? WHERE SHOULD I START?
A: Based on your job role or which Adobe solutions you own, we have recommended
Learning Paths to get you started on your learning journey, or you can contact
us to design a learning path that's just right for you or your team.
Q: HOW CAN I ENROLL IN A VILT OR ILT PUBLIC CLASS?
A: Course schedules for every ADLS course are available on our website. You can
enroll in a course by following the steps below.
1. Navigate to our course catalog to find your course.
2. Using the filters on the left side of the webpage you can narrow your
search:
Begin by choosing your LEARNING TYPE
ILT classes: filter to Regional to see if there is a classroom location
available near you.
VILT classes: filter to Virtual Public, and choose your course based on date
and time zone.
This will yield the currently scheduled classes being offered.
3. You can also filter by Solution, Products, Roles, Region, Language, and Date
to narrow your search.
4. Click on the course title you’re interested in. This will lead to the
Course Details page. (Be sure to check out the details thoroughly by
downloading the “Course Details” document on the left bar, to ensure these
topics and any prerequisites fit your training needs).
5. Scroll down to Register for a Session.
6. Select your Region in the dropdown menu.
7. Select the date you’d like to attend, and click on Register to proceed with
enrollment.
Q: HOW DO I CANCEL MY ENROLLMENT IN A CLASS?
A: Enrolled learners in ADLS instructor-led classes can cancel class
registrations through the Order History page by clicking on the “Drop” button
associated with the class. Cancellations must be completed at least 7 days in
advance before the scheduled class starts. Cancellations beyond the 7 day window
may be considered by contacting us with your order details (class ID, course
title, course dates, full name, and email address you enrolled under) and reason
for cancellation.
Visit the Adobe Digital Learning Services Terms & Conditions page for more
information on class rescheduling, cancellation, and No-Show policies.
Q: HOW DO I RESCHEDULE MY ENROLLMENT IN A CLASS?
A: To reschedule to a different course or class date, cancel your class
registration through the Order History page by clicking on the “Drop” button
associated with the class. Then you can return to the learning website to enroll
in another course/class date of your choice. Cancellations and reschedules must
be completed at least 7 days in advance before the scheduled class starts.
Alternatively, you can contact us with your original order details (class ID,
course title, course dates, full name and email address you enrolled under, and
new course or course dates you’d like to be rescheduled into). Reschedules must
be requested at least 7 days in advance before the scheduled class starts.
Visit the Adobe Digital Learning Services Terms & Conditions page for more
information on class rescheduling, cancellation, and No-Show policies.
Q: WHAT IS PROVIDED WHEN ATTENDING AN INSTRUCTOR-LED COURSE?
A: Every ADLS course provides access to a training environment for hands-on
practice for the duration of the course. On the first day of class, a course
manual and activity guide will be shared. If attending a virtual training
course, check out the System Requirements to ensure you’re ready to attend
training before the course starts.
Q: IN WHICH LANGUAGES ARE COURSE MATERIALS AVAILABLE?
A: For courses delivered in the Americas, EMEA, and APAC, the course materials
are available in English. For Japan, training course materials are available in
Japanese.
Q: WHAT IF THE STANDARD PUBLIC VILT/ILT COURSE AGENDA DOESN’T FIT MY COMPANY’S
REQUIREMENTS?
A: Please fill out this form to contact us, and our Sales team will reach out to
you to understand your requirements and tailor a course for your specific needs.
Q: DOES ADOBE OFFER ANY FREE TRAINING IN DIGITAL EXPERIENCE CLOUD SOLUTIONS?
A: Experience League is available to anyone to access free Adobe training,
product documentation, and community forums. You can access Experience League
at https://experienceleague.adobe.com/.
Q: WHAT IS THE DIFFERENCE BETWEEN TRAINING AVAILABLE ON EXPERIENCE LEAGUE AND
ADLS COURSES?
A: Experience League provides short video tutorials on a wide range of subjects
designed to help experienced users get just-in-time training right when they
need it, and get help from other community members. ADLS provides comprehensive,
accelerated hands-on learning using live Adobe training instances led by
instructors who are experts in Adobe products and use cases.
Q: IF I GO THROUGH THE FREE TRAINING ON EXPERIENCE LEAGUE, WILL IT TRACK ON MY
LEARNING ACCOUNT WITH ADOBE DIGITAL LEARNING SERVICES?
A: Experience League videos will not be tracked in your ADLS learning account,
whereas enrollment and completion history in our ADLS courses are fully tracked
in your Learning account.
PRIVATE TRAINING (ILT AND VILT)
Q: WHAT IS PRIVATE TRAINING?
A: Private training is exclusively for your organization. Training can be
delivered onsite (at your company site), or virtually for your organization.
Dates, times, and agenda can be tailored to your organization’s needs.
Request private training by contacting us, and our Sales team will reach out to
you to understand your requirements and tailor a course for your specific needs.
For private event pricing, please view our rate card.
Q: CAN CUSTOMERS INVITE THEIR AGENCY OR SERVICE PROVIDER TO A PRIVATE TRAINING?
A: A private training can be attended by a customer’s agency or service provider
as long as the class maximum is not exceeded.
Q: HOW DO I PURCHASE A PRIVATE TRAINING?
A: Please fill out this form to contact us, and our Sales team will reach out to
you on next steps. Private trainings can only be purchased via a purchase order
that will create a pre-paid Bank of Funds. See Purchasing section for more
details.
ON-DEMAND TRAINING
Q: WHAT IS ON-DEMAND TRAINING?
A: On-demand trainings are recorded instructor-led courses with practice
exercises that you can use in your organization’s instance. On-demand training
allows you to learn at your own pace with self-paced videos & modules.
Q: WHAT IS THE DIFFERENCE BETWEEN ON-DEMAND TRAINING VS. INSTRUCTOR-LED TRAINING
(ILT/VILT)?
A: On-demand training allows flexibility if you can’t clear your schedule for
ILT/VILTs. On-demand training gives learners the ability to train on a schedule
that is convenient for you and taken at your own pace.
Instructor-led training gives learners access to a training environment for
hands-on exercises. As it’s interactive, learners can ask questions live as you
go through the exercises together with the instructor.
The curriculum and content in both training methods are the same.
Q: HOW DO I PURCHASE ON-DEMAND TRAINING?
A: On-demand training is available through a learning subscription and cannot be
purchased as an individual course. On-demand training is available as part of an
All Access Learning Subscription or an On-Demand Learning Subscription. Please
visit the Subscription page to learn more.
ADLS TRAINING FOR ADOBE EMPLOYEES
Q: I’M AN ADOBE INTERNAL EMPLOYEE, HOW DO I ENROLL INTO AN ADLS LIVE VIRTUAL
INSTRUCTOR-LED TRAINING?
A: Before committing to a training, please ensure you're able to clear your
schedule for the full days of attendance. To enroll:
1. Go to the course catalog here and select your course title.
2. Scroll down to the ‘Register for a Session’ section, choose your region &
date, and click on ‘Register’
3. To continue registering: Sign In to Saba (LMS) with your Adobe ID to
complete your enrollment.
4. You’ll see a successful confirmation screen, and receive an automated
calendar invite through Outlook.
If you're unable to log into the LMS with your Adobe ID, please contact us.
Before training: log into your Learning Dashboard (Saba LMS) to retrieve your
instructor’s Connect link. An automated reminder will also be sent during the
week prior to training with the instructor’s Connect link.
Q: I’M AN ADOBE INTERNAL EMPLOYEE, HOW DO I ENROLL INTO AN ADLS ON-DEMAND
TRAINING?
A: Follow these steps-
1. Visit our On-Demand catalog.
2. Click on a course you’d like to enroll in.
3. Once prompted with a login screen, Sign In to Saba (LMS) with your Adobe ID
to complete your enrollment.
4. On the confirmation screen, click on ‘My Plan’.
5. Launch the course!
Note: You can pause and resume the course as needed.
If you're unable to log into the LMS with your Adobe ID, please contact us.
CREATIVE CLOUD (CC) TRAINING
Q: WHAT IF I’M INTERESTED IN CREATIVE CLOUD TRAINING?
A: Adobe Digital Learning Services does not offer training courses in Creative
Cloud products. If you are interested in pursuing Creative Cloud training
classes, please visit https://learning.adobe.com/partner-finder.html, filter by
product/learning method, and contact and coordinate directly with the training
center that best fits your training needs.
Learning Subscriptions
SUBSCRIPTION TYPES
Q: WHAT IS A LEARNING SUBSCRIPTION?
A: ADLS offers two types of learning subscriptions.
All Access Learning Subscription (AALS) comes with 12-month access to trainings
across Adobe Digital Experience Cloud Solutions for a named user. With this type
of learning subscription, the learner will have access to instructor-led courses
(ILT), virtual instructor-led courses (VILT), and on-demand learning. You have
the flexibility to choose courses that map to your learning path and desired
role. The learning subscription provides built-in savings compared to individual
course purchases.
On-Demand Learning Subscription (ODLS) comes with 12-month access to trainings
across Adobe Digital Experience Cloud Solutions for a named user. With this type
of learning subscription, you will have access to all of ADLS’ recorded ILT
courses. On-demand learning allows you to consume at your own pace, and apply
your knowledge with practice exercises. You have the flexibility to choose
courses that map to your learning path and desired role.
For more details on the full benefits of learning subscriptions, visit the
Subscription page.
Q: WHAT ARE THE PURCHASE OPTIONS FOR A LEARNING SUBSCRIPTION?
A: For an All Access Learning subscription (AALS), the subscription can be
purchased on an individual user basis or purchased for an unlimited number of
users on a company basis called an “Enterprise” subscription.
For an On-Demand Learning subscription (ODLS), the subscription can be purchased
on an individual basis or purchased for an unlimited number of users on a
company basis called an “Enterprise” subscription.
For more information on all learning subscriptions, visit the Learning
Subscriptions information page.
PURCHASING A LEARNING SUBSCRIPTION
Q: HOW CAN I PURCHASE A LEARNING SUBSCRIPTION?
A: For an Enterprise subscription, contact us and an ADLS Sales representative
will reach out to you.
For an Individual learning subscription, you have two options:
* Credit Card: You can purchase an Individual subscription directly through our
website via a credit card. Visit the Learning Subscriptions information page
to make the purchase.
OR
* Purchase Order: Contact us and an ADLS Sales representative will reach out to
you.
All Access Learning Subscription & On-Demand Learning Subscription credit card
purchases are not eligible for refunds or exchanges.
SUBSCRIPTION USER: GETTING STARTED
Q: WHAT CAN I EXPECT AFTER I PURCHASE AN INDIVIDUAL LEARNING SUBSCRIPTION?
A: In Japan, training course materials are localized in Japanese. For all other
Asia-Pacific countries, they will be in English.
* Credit card: The purchaser will receive a confirmation email upon successful
purchase through the ADLS website. Please allow 24-48 hours for access to be
provisioned, and then the purchaser will receive a welcome email from Adobe
Digital Learning Services, which contains the official access instructions.
If you made a purchase on behalf of someone and need the access assigned to
that learner, please contact us with your order details, full name & email of
the purchaser, and full name & email of the intended learner.
* Purchase Order: After the order closes, an ADLS Customer Service
Representative will reach out to you to confirm who the user (or users, if
you purchased multiple Individual Subscriptions) will be. Access will then be
assigned, and each user will receive a welcome email from Adobe Digital
Learning Services, which contains the official access instructions.
Q: WHAT CAN I EXPECT AFTER MY COMPANY PURCHASES AN ENTERPRISE LEARNING
SUBSCRIPTION?
A: The organization’s point of contact will be onboarded by one of our Adobe
Solution Learning Architects. When users are assigned, each will receive a
welcome email from Adobe Digital Learning Services, which contains the official
access instructions.
Q: HOW DO I GET STARTED WITH MY LEARNING SUBSCRIPTION?
A: You will receive an official welcome email from Adobe Digital Learning
Services with instructions on how to activate your access. To ensure you’re
receiving important training details & updates from ADLS, please add
adlsnore@adobe.com (no-reply account) and adls@adobe.com to your address book,
contacts, or safe sender list.
Q: CAN I SHARE MY LEARNING SUBSCRIPTION WITH OTHER USERS?
A: Learning subscriptions are contracted on a named user basis and cannot be
shared. Every subscription is assigned to a unique user with first & last name
and unique email address. If you have multiple users, each user will need to
purchase an Individual subscription (or consider the Enterprise subscription for
your company if you have a large pool of users).
Q: DO WE HAVE ANY LIMITATIONS IF WE PURCHASE ENTERPRISE AALS?
A: There is no limit on the number of users but all users must be employed with
the company.
Q: CAN I TRANSFER AN INDIVIDUAL SUBSCRIPTION TO ANYBODY IN MY TEAM?
A: No, the subscription cannot be shared. Instructors will validate the user’s
identity and attendance in class. Transfer requests will be evaluated on a
case-by-case basis and are at the discretion of ADLS.
Q: HOW LONG DO I HAVE ACCESS FOR A LEARNING SUBSCRIPTION?
A: Access is valid for 12 months from the purchase date only.
Q: DOES A LEARNING SUBSCRIPTION PROVIDE ACCESS TO AN INSTANCE OR TRAINING
ENVIRONMENT?
A: Access to a training environment is provided for live instructor-led
trainings only for the duration of class. In a live instructor-led class, you
will be provisioned access for hands-on practice. Adobe Digital Learning
Services does not provide access to training environments in any of the
on-demand training courses; instead, instructions are provided to set up an
environment in your company’s instance.
Q: I HAVE A MARKETO LEARNING PASSPORT. WHAT DOES THIS MEAN FOR ME?
A: With the migration of Marketo University into Adobe Digital Learning
Services, the Marketo Learning Passport will be referenced as the All Access
Learning Subscription (AALS). The assigned AALS user will still have access to
all of the live instructor-led courses and on-demand self-paced Marketo
University training content, in addition to the entire catalog of Adobe Digital
Experience courses.
Q: I HAVE A MARKETO E-LEARNING PASSPORT. WHAT DOES THIS MEAN FOR ME?
A: With the migration of Marketo University into Adobe Digital Learning
Services, the e-Learning Passport will be referenced as the On-Demand Learning
Subscription (ODLS). The assigned ODLS user will still have access to all of the
Marketo University on-demand self-paced training content, in addition to the
entire catalog of on-demand self-paced Adobe Digital Experience courses.
Q: I HAVE AN ALL ACCESS LEARNING SUBSCRIPTION, BUT I’M SEEING A PAYMENT COST AT
CHECKOUT WHEN I TRY TO ENROLL IN A COURSE. WHAT DO I DO?
A: Please ensure you created your Adobe ID using the email address that your
access was assigned to, and ensure that you are signed into that account. If
you’re still facing a payment screen, please contact us.
Q: I’M HAVING ISSUES WITH MY ADOBE ID, WHAT DO I DO?
A: Please ensure you created your Adobe ID using the email address that your
access was assigned to.
All subscription users can also reference the “Managing Your Enrollment /
Learning Dashboard Support” FAQ section for more comprehensive steps.
If you are an All Access Learning Subscriber, watch this video for a
step-by-step guide to set up your Adobe ID.
Q: I’VE CREATED MY ADOBE ID. HOW DO I START ENROLLING IN ON-DEMAND TRAINING
COURSES?
A: Navigate to the current on-demand course catalog. On the left side, filter
the options to your training needs and click on a course title to proceed with
enrollment. If you are signed into your Subscription account, the on-demand
course will be added to your Order History. You can locate the enrolled course
in your Order History or Learner Dashboard and click on the title to launch the
video.
All subscription users can also reference the “Managing Your Enrollment /
Learning Dashboard Support” FAQ section for more comprehensive steps, or your
welcome email for a visual guide.
Q: I’M HAVING ISSUES PLAYING AN ON-DEMAND VIDEO (IT WON’T LOAD, PLAYER IS STUCK,
MODULE IS MISSING, ETC.) WHAT DO I DO?
A: Ensure that you’ve logged into your On-Demand Learning Subscription with your
Adobe ID to access the videos. If you’ve tried clearing your browser cache with
no success, please contact us with a screenshot, on-demand course title, and
description of your issue.
Q: WHERE DO I FIND MY TRAINING HISTORY?
A: Sign in with your Adobe ID via My Learning Dashboard. This will take you to
the home page of your account. If you’ve enrolled in upcoming courses, you’ll
see them reflected under My Learning, and any courses you’ve already taken will
be under Completed Learning.
All subscription users can also reference the “Managing Your Enrollment /
Learning Dashboard Support” FAQ section for more comprehensive steps.
If you are an All Access Learning Subscriber, watch this video for a
step-by-step guide on how to access your Learning Dashboard.
Q: WHAT HAPPENS WHEN I ENROLL IN AN INSTRUCTOR-LED COURSE USING MY LEARNING
SUBSCRIPTION?
A: You will receive an automated confirmation email with specific course
details. For virtual training courses, a week prior to training, the
instructor's virtual meeting room link info will be sent to all learners. Check
out the "Know Before You Go" guide for a more comprehensive view on the customer
journey. (This guide is also inside confirmation emails).
Please reference “The Training Experience / Technical Support” section for a
more comprehensive FAQ.
Purchasing / Payment Support
PAYMENT METHODS
>> PUBLIC TRAINING (ILT AND VILT)
Q: HOW DO I PURCHASE WITH A CREDIT CARD?
A: An individual can choose to purchase a public training seat directly through
our website. Select your public course and purchase on the Course Details page.
* Credit cards accepted: Visa, Mastercard, Discover, AMEX (in US only).
* 1 transaction per individual (i.e., if a learner wants to purchase a seat in
2+ classes, this requires separate transactions.)
* If an individual wants to purchase a seat for someone else: make the payment,
then contact us to request a seat swap.
* An individual can only purchase 1 seat at a time (not for a group).
Q: IF I’M UNABLE TO PURCHASE THROUGH THE WEBSITE, WHAT ARE MY PAYMENT OPTIONS?
A: You can register for public training seats with a bank of funds, which is
paid via a purchase order. “Bank of Funds” is a non-refundable credit that can
be used for any training and is valid for one year from the date of purchase.
If you would like to start a purchase order for a Bank of Funds and be invoiced
for training, please contact us to request this. and our Sales team will reach
out to you. After your order is complete, contact us again to enroll in a
course. Please provide the course name, date of course, first name, last name,
and email address. Our Customer Service team will complete your enrollment and
you will receive a course confirmation confirming your enrollment.
Q: WHAT IS A BANK OF FUNDS?
A: A bank of funds is a prepaid credit that can be used for the purchase of any
ADLS training offering and expires one year from the date of purchase. A bank
of funds can be purchased via a purchase order only.
Q: HOW DO I REGISTER FOR TRAINING WITH AN EXISTING PURCHASE ORDER (BANK OF
FUNDS)?
A: If your company already has an open and existing bank of funds and would like
to use those funds on a training seat in a course, contact us. Please provide
the course name, date of course, first name, last name, and email address. Our
Customer Service team will complete your enrollment and you will receive a
course confirmation confirming your enrollment.
>> PRIVATE TRAINING (ILT AND VILT)
Q: WHAT ARE THE PAYMENT OPTIONS FOR A PRIVATE TRAINING EVENT?
A: Private training must be purchased using a bank of funds, paid via a purchase
order. Fill out this form to contact us, and our Sales team will reach out to
you on next steps.
>> INDIVIDUAL LEARNING SUBSCRIPTIONS
Q: HOW DO I PURCHASE WITH A CREDIT CARD?
A: An individual can choose to purchase an All Access Learning Subscription or
an On-Demand Learning Subscription directly through our website. Visit the
Subscription page and select BUY NOW.
* Credit cards accepted: Visa, Mastercard, Discover, AMEX (in US only)
* 1 transaction per individual
* If an individual wants to purchase a subscription for another learner: make
the payment, then contact us to request the learner assignment.
After successful purchase, please allow up to 48 hours for the access to be
provisioned. You will receive a welcome email once your access is ready to use.
Q: IF I’M UNABLE TO PURCHASE THROUGH THE WEBSITE, WHAT ARE MY PAYMENT OPTIONS?
A: If you would like to start a purchase order and be invoiced for a learning
subscription, please fill out this form to contact us, and our Sales team will
reach out to you. After the order is complete, our Customer Service team will
reach out to set up user access.
Q: I’D LIKE TO BUY MULTIPLE INDIVIDUAL SUBSCRIPTIONS, BUT NOT THE ENTERPRISE.
WHAT ARE MY PAYMENT OPTIONS?
A: We recommend starting a purchase order to be invoiced for the group of
learning subscriptions. Please fill out a Purchase Subscription form, and our
Sales team will reach out to you. After the order is complete, our Customer
Service team will reach out to set up user access.
Q: CAN I USE MY COMPANY’S EXISTING PURCHASE ORDER (BANK OF FUNDS) TO PURCHASE A
LEARNING SUBSCRIPTION?
A: If your company already has an open and existing bank of funds and would like
to use it to purchase learning subscriptions, please coordinate with your Adobe
account manager or sales manager, or contact us.
>> ENTERPRISE LEARNING SUBSCRIPTIONS
Q: HOW CAN I PURCHASE AN ENTERPRISE ALL ACCESS SUBSCRIPTION OR ON-DEMAND
LEARNING SUBSCRIPTION?
A: An Enterprise Learning Subscription can only be purchased via a purchase
order or a bank of funds. Please fill out this form to contact us, and our Sales
team will reach out to you on the next steps.
WEBSITE CHECKOUT SUPPORT
Q: ARE CREDIT CARDS ACCEPTED WORLDWIDE?
A: Credit card payments are accepted in North America, select European
countries, and select Asia Pacific regions. If you are not presented with an
option to purchase using a credit card, you’ll need to contact our Sales team
to obtain a purchase order before registering for a course. Fill out this form
and an ADLS Sales representative will reach out to you.
Q: WHY DID MY CREDIT CARD ORDER FAIL?
A: There are several possible causes and checkpoints for an unsuccessful order:
* Do the shipping & billing address you entered match exactly with the billing
address associated with your credit card?
* Have you checked with your bank if there are any restrictions or limitations
imposed on specific purchases?
* Are you using an accepted credit card? (See Payment section for accepted
cards.)
* Have you double-checked the correct manual entry of your credit card and CSV
numbers?
After verifying the details above, please place your order again. If you are
still unsuccessful, please contact us for additional support.
COUPON CODE REDEMPTION
Q: I HAVE A COUPON CODE FOR TRAINING. WHERE DO I ENTER IT?
A: Follow the steps below to use a coupon code on our website.
1. Make your course selection on our website and navigate to the Course Details
page. Click Register.
2. Sign in with your Adobe ID (or create a new account if you do not have an
Adobe ID).
NOTE: Company Code is not the correct field for the coupon code; select
‘NO.’
3. After creating your Adobe ID and/or signing in, you’ll be directed to the
checkout page.
4. Enter your code in the APPLY COUPON field on the checkout page.
5. Review class details and click Confirm to register for the class.
Q: I RECEIVE AN “INSUFFICIENT PRIVILEGES” MESSAGE WHEN I ATTEMPT TO REDEEM MY
CODE. WHAT DO I DO?
A: Contact us with a screenshot of the message, class details, and your code,
and our Customer Service team will investigate further.
Managing Your Enrollment / Learning Account Support
ADOBE ID / LEARNING ACCOUNT ISSUES
Q: HOW DO I CREATE MY ADOBE ID?
1. Go to https://learning.adobe.com/
2. In the top black navigation bar, click on My Learning and select My Learning
Dashboard.
3. Click- ‘Create an account’.
4. Fill out the required fields. If prompted, select “No” for company code.
5. Upon successful creation, you’ll be directed to the homepage of your
learning account. You’re now ready to begin enrolling in courses!
For a step-by-step guide for creating an Adobe ID, watch this video.
Q: HOW DO I LOG INTO THE LEARNING DASHBOARD WITH MY EXISTING ADOBE ID?
1. Go to https://learning.adobe.com/
2. In the top black navigation bar, click on My Learning and select My Learning
Dashboard.
3. Enter your username (email address).
4. On the SELECT AN ACCOUNT page, select ‘Personal Account’. (Do not choose
Company or School Account).
5. Enter your password.
6. Upon successful login, you’ll be directed to the homepage of your learning
account. You’re now ready to begin enrolling in courses!
7. For a step-by-step guide on how to enroll into a course, watch this video.
Q: I ALREADY HAVE AN ACCOUNT ON ADOBE SIGN, CREATIVE CLOUD, AEP, ETC. DO I NEED
TO “CREATE A NEW ACCOUNT” TO PURCHASE TRAINING OR ACCESS MY ALL ACCESS /
ON-DEMAND LEARNING SUBSCRIPTION?
A. Yes. If you are a new learner, you will need to create an Adobe ID to access
our learning management system, as it’s a separate portal from other Adobe
products. For learning subscription users: Use your company-assigned email
address when creating your Adobe ID.
Q: I’M GETTING AN ERROR SCREEN WHEN ATTEMPTING TO ENROLL IN A CLASS OR SIGN INTO
MY LEARNING DASHBOARD. WHAT DO I DO?
A. Contact us and provide a brief description, what link you used to get there,
and a screenshot of the issue.
Q: I HAVE A NEW EMAIL ADDRESS AND WOULD LIKE TO HAVE THAT AS MY USERNAME. HOW DO
I UPDATE MY USERNAME?
A. Email changes can be done through the account settings in your Learning
account. You can change the email address where you want notifications to be
sent to, but your previous email will still be used as your Adobe ID username
login. If you’d like to change your username login, you will need to create a
new Adobe ID. To move your training history over to your new Adobe ID account,
please contact us.
Q: I HAVE MULTIPLE ACCOUNTS IN ADLS. CAN I CONSOLIDATE MY TRANSCRIPT INTO ONE
ACCOUNT?
A. Yes. Contact us to request a merge of your accounts and consolidation of past
and future training into one transcript.
ENROLLED TRAINING INFORMATION
Q: WHAT HAPPENS WHEN I ENROLL IN AN INSTRUCTOR-LED COURSE?
A. You will receive an automated confirmation email with specific course
details. For virtual training courses, a week prior to training, the
instructor's virtual meeting room link info will be sent to all learners. Check
out the "Know Before You Go" guide for a more comprehensive view on the customer
journey. (This guide is also inside confirmation emails).
To ensure you are receiving important training details & communications from
Adobe Digital Learning Services, we advise adding adlsnore@adobe.com (our
no-reply account) and adls@adobe.com to address book, contacts, or safe sender
list.
Q: I PURCHASED MY TRAINING THROUGH THE WEBSITE. WHERE CAN I FIND MY
RECEIPT/INVOICE COPY?
1. Navigate here and click on My Learning in the top bar.
2. Click on "My Invoices".
3. Log in with your Adobe ID credentials to access the invoice.
(NOTE: It may take up to 24 hours for the invoice to show after payment.)
Q: WHERE DO I FIND MY CURRENT TRAINING ENROLLMENTS?
1. Go to your Order History here.
2. Sign in with your Adobe ID credentials.
3. You’ll be directed to the Order History screen, where you’ll see your
complete history of training enrollments, including current enrollments.
Q: WHERE CAN I FIND DETAILS FOR JOINING MY VIRTUAL INSTRUCTOR-LED TRAINING?
A. You can find your instructor's virtual meeting room link info displayed
inside your Learning Dashboard. Check out our visual guide on how to navigate
your Dashboard.
Two email reminders with your instructor’s meeting link details will
automatically be sent during the week before training. Please check your inbox
(including junk folder).
Q: HOW DO I CANCEL MY ENROLLMENT IN A CLASS?
A: Enrolled learners in ADLS instructor-led classes can cancel class
registrations through the Order History page by clicking on the “Drop” button
associated with the class. Cancellations must be completed at least 7 days in
advance before the scheduled class starts. Cancellations beyond the 7 day window
may be considered by contacting us with your order details (class ID, course
title, course dates, full name, and email address you enrolled under) and reason
for cancellation.
Visit the Adobe Digital Learning Services Terms & Conditions page for more
information on class rescheduling, cancellation, and No-Show policies.
Q: HOW DO I RESCHEDULE MY ENROLLMENT IN A CLASS?
A: To reschedule to a different course or class date, cancel your class
registration through the Order History page by clicking on the “Drop” button
associated with the class. Then you can return to the learning website to enroll
in another course/class date of your choice. Cancellations and reschedules must
be completed at least 7 days in advance before the scheduled class starts.
Alternatively, you can contact us with your original order details (class ID,
course title, course dates, full name and email address you enrolled under, and
new course or course dates you’d like to be rescheduled into). Reschedules must
be requested at least 7 days in advance before the scheduled class starts.
Visit the Adobe Digital Learning Services Terms & Conditions page for more
information on class rescheduling, cancellation, and No-Show policies.
Q: INSTEAD OF CANCELLING, CAN I NOMINATE SOMEONE TO TAKE MY PLACE IN CLASS?
A: If the learner who purchased training with a contract or credit card is no
longer able to attend, the learner may request to swap their seat with another
learner. To do so, please contact us in advance to request the seat swap.
Exceptions to this policy are students attending with an All Access Learning
Subscription (AALS); no sharing or swapping subscriptions is permitted.
COMPLETED TRAINING INFORMATION
Q: WHY IS THE PROGRESS STATUS FOR MY CLASS “NOT EVALUATED?”
A: Class completion status will reflect in your account after your class has
been delivered, instructor marks attendance, and all backend operational
activities have been completed. Please allow a few days after the class end date
for the update to reflect in your account.
Q: HOW DO I DOWNLOAD MY COURSE COMPLETION CERTIFICATE?
1. Go to https://learning.adobe.com/
2. In the top black navigation bar, click on My Learning and select ‘Class
Completion Certificate’.
3. Log in with your Adobe ID credentials.
4. Scroll down to ‘COMPLETED LEARNING’ and find your course.
5. Click on the drop-down button and download your certificate!
The Training Experience / Technical Support
BEFORE TRAINING
Q: WHAT CAN I EXPECT AFTER I ENROLL IN A LIVE INSTRUCTOR-LED TRAINING?
A: You will receive an automated confirmation email with specific course
details. For virtual training courses, a week prior to training, the
instructor's virtual meeting room link info will be sent to all learners. Check
out the "Know Before You Go" guide for a more comprehensive view on the customer
journey. (This guide is also inside confirmation emails).
To ensure you are receiving important training details & communications from
Adobe Digital Learning Services, we advise adding adlsnore@adobe.com (our
no-reply account) and adls@adobe.com to address book, contacts, or safe sender
list.
Q: HOW ARE THE VIRTUAL LIVE TRAININGS DELIVERED, AND WHAT DO I NEED TO KNOW IN
ADVANCE?
A: Our virtual instructor-led live trainings are conducted via Adobe Connect
virtual meeting rooms, which are browser-based. Please ensure you have a strong
Internet connection.
During the week prior to training, the instructor's virtual meeting room link
info will be sent to all learners. On the day of training, launch and attend
class with your instructors’ virtual class link.
Know Before You Go:
* Please launch your class 5 minutes before it starts.
* Upon launching:
1. On the Guest screen, enter your first & last name.
2. Enter your classroom.
3. Please wait to be accepted into the room by the instructor.
* The class will be delivered via Connect with VOIP audio. You can use your
computer’s internal speakers or headphones. Microphone access is allowed, but
not required.
To familiarize yourself with Adobe Connect, refer to this guide prior to class:
* Adobe Connect Visual Quickstart Guide
Ensure you meet any additional system requirements for your class:
* ADLS VILT System Requirements Checklist
Q: WHERE CAN I FIND THE JOINING DETAILS FOR MY VIRTUAL INSTRUCTOR-LED TRAINING?
A: You can find your instructor's virtual meeting room link info displayed
inside your Learning Dashboard. Check out our visual guide on how to navigate
your Dashboard.
A week prior to training, the instructor's virtual meeting room link info will
be sent to all learners.
To ensure you are receiving important training details & communications from
Adobe Digital Learning Services, we advise adding adlsnore@adobe.com (our
no-reply account) and adls@adobe.com to address book, contacts, or safe sender
list.
Q: DOES ADLS PROVIDE DEMO OR TRAINING INSTANCES FOR PRACTICE? HOW DO I ACCESS
MY ENVIRONMENTS FOR CLASS?
A: For customers attending live instructor-led training (virtual or in-person),
ADLS will provide one training instance per attendee for the class duration
only. Your instructor will provide the instance details and access on the first
day of class.
Q: WHAT CAN I EXPECT AFTER I ENROLL IN AN ON-DEMAND TRAINING COURSE?
A: After you’ve added the on-demand course to your account, it can be found in
your Order History and Learning Dashboard. Click the title and the video will
launch.
All subscription users can also reference the “Managing Your Enrollment /
Learning Dashboard Support” section for a more comprehensive FAQ, or your
welcome email for a visual guide.
DURING TRAINING
Q: WHAT IF I CANNOT ACCESS THE LIVE COURSE I AM SCHEDULED TO TAKE, OR HAVE
TECHNICAL ISSUES DURING A LIVE COURSE?
A: Contact us with any technical questions/concerns as soon as possible during
or before a live training for quickest assistance.
If you are accessing your instructor’s Connect room link and it stalls at
“Preparing the room,” you can self-troubleshoot using these steps:
1. Browser: Clear your browser cache and then relaunch your browser. If that is
unsuccessful, open the link in Incognito mode.
2. Outdated Adobe Connect App: ADLS trainings use Adobe Connect 11, which is
the latest version. If you downloaded any previous versions, please
uninstall those versions. The old versions used Flash Player, which was
discontinued as of 2020. The new version that Adobe Connect has released
(which is necessary for your meeting room URL link) is browser-friendly, but
it will crash if the old app is still installed.
3. Launching through the updated Adobe Connect App (optional): The app is not
required, as the meeting link is browser-friendly. However, if you’ve
uninstalled the previous Adobe Connect app and would like to install Adobe
Connect 11 to open the URL link through the app, use these download
instructions.
Q: WHAT IF I FALL BEHIND DURING CLASS? IS THERE SUPPORT?
A: The live instructor-led training is interactive, so please feel free to let
the instructor know during class if you have questions or need more
clarification during a topic as it is being covered.
Q: I HAVE MEETINGS DURING THE DAY. CAN I HOP IN AND OUT OF CLASS?
A: To get the most value out of your learning experience and keep up with the
content, please plan on attending the training in full, without interruption.
After the start of a class, no refunds will be issued for conflicting time
commitments.
Q: ARE THE LIVE INSTRUCTOR-LED TRAININGS RECORDED?
A: No, Adobe prohibits any recording of the live instructor-led trainings.
However, if you have an All Access Learning Subscription or On-Demand Learning
Subscription, you can access the on-demand course library.
Q: IS THERE A TEST TO RECEIVE THE COURSE ACCREDITATION?
A: No, Adobe Digital Learning Services courses are training only and do not come
with a test for accreditation at the end of a class. However, you will get a
“certificate of completion” for attending and completing the course.
Q: I’M HAVING ISSUES PLAYING AN ON-DEMAND VIDEO (IT WON’T LOAD, PLAYER IS STUCK,
A MODULE IS MISSING, ETC.) WHAT DO I DO?
A: Ensure that you’ve logged into your On-Demand Learning Subscription with your
Adobe ID to access the videos. If you’ve tried clearing your browser cache with
no success, please contact us with a screenshot, on-demand course title, and
description of your issue.
Terms & Conditions
Visit the Adobe Digital Learning Services Terms & Conditions page for more
information on class rescheduling, cancellation, and No-Show policies.
CERTIFICATION
General Questions
Q: WILL TAKING ADLS TRAINING PREPARE ME FOR CERTIFICATION?
A: Training will provide you with overall knowledge; however, your experience
with the product combined with your work experience are the main factors that
will help you pass an exam. For any questions regarding exams or the
Certification process, please email certif@adobe.com.
Q: WHERE SHOULD I GO IF I’M INTERESTED IN GETTING CERTIFIED IN AN ADOBE PRODUCT?
A: If you have any questions regarding:
* Certifications
* Certification-related credentials
* Exams (registration process, exam prep questions)
* Payment & costs
* Account questions or access regarding certification portals
Please contact the Certification Team at certif@adobe.com
Q: WHAT IS A PROVISIONAL PASS?
A: A provisional pass is given when a candidate achieves a passing score after
completing their Adobe exam. Before an official pass status is awarded, Adobe
performs industry standard statistical analyses on all exams to ensure
compliance.
Q: WHEN WILL I RECEIVE MY FINAL SCORE?
A: A candidate with a “pass” status will receive their final score status within
78 hours after completing the exam. You will receive your score by email or by
going to the Adobe Credential Manager.
Note: You must have an Adobe ID to access the Adobe Credential Manager.
Q: WHAT HAPPENS IF I FAIL?
A: If you fail on your first attempt to pass any Adobe exam, you must wait at
least 24 hours before retaking the exam. If you fail to pass on their second or
any subsequent attempt, you must wait at least 14 calendar days before retaking
the exam. Each attempt will incur a separate exam fee.
Q: WHAT HAPPENS IF MY SCORE IS INVALIDATED?
A: A candidate with a passing score that has been revoked must wait 30 days
before retaking the exam.
Q: IF I PASS, CAN I RETAKE THE EXAM?
A: If you pass any Adobe credential, you are required to wait twelve calendar
months before retaking the same examination, unless Adobe changes the test
objectives for the examination. Adobe Certification Beta exams may be taken only
one time by each candidate.
Q: HOW DO I PREPARE FOR MY EXAM?
A: You should have extensive experience in all exam topics, which are listed in
the guide for the exam you’re interested in. Review the recommended materials
listed in the exam guide to see if you’re ready to take the certification exam.
Q: DOES ATTENDING TRAINING COURSES HELP WITH CERTIFICATION?
A: Attending training courses gives you hands-on experience and in-depth
expertise in Adobe products. However, training courses are not prerequisites for
certification exams. For more topics covered in Adobe Credential - refer to the
exam guide for information.
Q: WHAT IS THE COST TO TAKE AN ACE EXAM?
A: The prices range between $95 and $225 USD. Refer to the relevant exam guide
for accurate pricing.
Q: HOW DO I PAY FOR AN EXAM?
A: You can pay for a certification exam with a credit card. Exam vouchers are
also available for bulk purchase.
Q: IF I DON'T PASS AN EXAM, CAN I GET A REFUND?
A: We do not offer refunds for failed exams.
Q: HOW LONG DO THE CERTIFICATIONS LAST?
A: Because we need to ensure our experts are up to date on new solution features
and capabilities, Adobe Certifications are valid for two years.
Q: HOW DO I FIND OUT WHAT I MISSED ON MY EXAM?
A: Adobe does not disclose exam answers. Adobe strives to maintain the highest
standards to protect the integrity of the certifications you earn.
Q: WHAT CAN I DO IF I HAVE A GRIEVANCE WITH AN EXAM QUESTION?
A: Adobe is focused on the integrity of the ACE certifications and ensuring the
accreditations remain meaningful. If you have a grievance with a question, send
a description of the question and your complaint to certif@adobe.com.
Q: WHAT DO I RECEIVE UPON CERTIFYING?
A: All candidate who pass the exam will get a certification PDF, a score report,
and a digital badge for use on social media.
Q: ARE THE EXAMS AVAILABLE IN LANGUAGES OTHER THAN ENGLISH?
A: Many of our exams are available in Japanese as well as English. During the
registration process, you have the option of selecting which language you want
to have the exam delivered.
Q: WHERE CAN I GO TO READ THE ADOBE CERTIFICATION AND CANDIDATE AGREEMENT?
A: A copy of the Adobe Certification and Candidate Agreement is available here.
Q: IS MARKETO CERTIFICATION NOW A PART OF THE ADOBE CERTIFIED PROGRAM?
A: Beginning on May 25, 2020, the Marketo certification program will be a part
of the Adobe Certification program. To learn more about the transition, please
visit the Marketo integration FAQ.
ADOBE CREDENTIAL MANAGER
General Questions
Q: WHERE CAN I GET AN OVERVIEW OF ADOBE'S CREDENTIAL MANAGER?
A: For an overview of the Adobe Credential Manager, go here.
Q: HOW DO I LOG IN TO THE ADOBE'S CREDENTIAL MANAGER?
A: For instructions on how to log in to the Adobe Credential Manager, go here.
Q: HOW DO I CREATE AN ADOBE ID?
A: For instructions on how to create an Adobe ID, go here.
Q: WHERE DO I FIND MY CERTMETRICS ID?
A: For instruction on where to find CertMetrics ID, go here.
Q: HOW DO I TRACK MY CERTIFICATION STATUS?
A: You can track your certification status by going to the Adobe Credential
Manager.
Q: HOW DO I PUBLISH MY DIGITAL BADGES?
A: For instructions on how to publish your digital badges, go here.
Q: HOW CAN I DOWNLOAD MY LOGOS?
A: For instructions on how to download your logos, go here.
Q: WHY CAN'T I SEE MY EXAM HISTORY IN THE ADOBE CREDENTIAL MANAGER?
A: This could happen when the email address associated with your Adobe ID does
not match the email address you used to create your Adobe Credential profile.
For instructions on how to update your profile, go here.
Q: I LOST A COPY OF MY SCORE REPORT. HOW CAN I GET A COPY?
A: For instructions on how to get a copy of your score report, go here.
EXAM REGISTRATION
General
Q: HOW DO I REGISTER TO TAKE A TESTING CENTER EXAM?
A: For instructions on how to register to take a testing center exam, go here.
Q: HOW DO I REGISTER TO TAKE AN ONLINE PROCTORED EXAM?
A: For instructions on how to register for an online proctored exam, see the
following Spark pages: PSI | Examity
Q: WHERE CAN I GET MORE INFORMATION ABOUT THE PROCEDURES OF TAKING AN ONLINE
PROCTORED EXAM?
A: For the process of how to take an online proctored exam, please see the
following Spark pages: PSI | Examity
Q: WHAT ARE THE RULES AND REQUIREMENTS FOR TAKING AN ONLINE PROCTORED EXAM?
A: For the rules and requirements around taking an online proctored exam, please
see the following Spark pages: PSI | Examity
Scaled score
Q: HOW DOES ADOBE DETERMINE THE PASSING SCORE FOR AN EXAM?
A: Adobe determines the passing score for each exam through a well-established
industry process. This process involves subject matter experts defining the
minimum competence levels required to pass the exam and rating the difficulty
level of all exam questions. Adobe uses this subject matter expert feedback and
the data from their rating to determine the passing score for each exam.
Beginning in January 2020, Adobe exams will display the percentage score
achieved by candidates. The passing percentage and scaled scoring of each exam
is listed in the exam guides under exam information.
Q: WHAT IS A SCALED SCORE?
A: A scaled score is a sequence of standardized numbers to which all possible
raw scores for an exam are mapped. Adobe uses a scale (that is, a sequence of
numbers) from 300 to 700 when reporting your exam score. The raw passing score
for each Adobe exam is mapped to the scaled score of 550. Therefore, the passing
scaled score for all Adobe exams is 550. All other possible raw scores, from
zero to the total number of questions on an exam, are mapped to whole numbers
between 300 and 700 on the scale.
Q: HOW IS MY TEST SCORE DETERMINED?
A: Your test score is determined by taking the total number of questions
answered correctly (called your raw score) and dividing that number by the total
number of scored questions.
Q: WHAT IS THE PASSING SCORE FOR ADOBE EXAMS?
A: Every exam has a different passing score. View the exam guide to learn the
passing score for the exam you want to take.
Q: WHY ARE MY PAST EXAM RECORDS DISPLAYING A DIFFERENT SCORE?
A: Prior to 2020, Adobe used the scaled score format; a sequence of gradated
numbers to which all possible raw scores are mapped. Adobe used a scale of 300
to 700, and mapped an exam's passing score to the 550 mark. In 2020, Adobe
started reporting the exam's actual percentage score and stopped using the
scaled score format.
ADOBE CREATIVE CLOUD AND CREATIVE SUITE CERTIFICATION
General Questions
Q: WHY ARE CERTIFICATIONS OFFERED IN BOTH CREATIVE CLOUD AND CREATIVE SUITE?
A: When you purchased a version of a Creative Suite product you were able to use
that version indefinitely, so the certification remained valid indefinitely as
well. When you certify on a perpetual product you continue to be an expert on
that version, but as features are added and changed you will, over time, be
using a different product. To ensure that all our ACEs have a level playing
field, only those who are able to show they have the most current knowledge are
able to represent themselves as ACEs of the most recent product/exams.
Q: WHAT ABOUT MY CERTIFICATION THAT ISN’T FOR CREATIVE CLOUD OR CREATIVE SUITE?
A: Currently there are no changes to our other exams/certifications in the ACE
program.
Q: WHAT IF I HAVE ADDITIONAL QUESTIONS?
A: For certification-related questions, contact certif@adobe.com. For questions
about Creative Cloud, visit FAQ.
Creative Cloud
Q: WHAT DOES THE RELEASE OF CREATIVE CLOUD MEAN TO THE ACE PROGRAM?
A: The process of registering and taking exams and becoming certified does not
change with the release of Creative Cloud.
Q: DO I HAVE TO RECERTIFY EVERY TIME MY CREATIVE CLOUD PRODUCT IS UPDATED?
A: No. Creative Cloud products are updated regularly, but not all changes will
impact the skills that make someone an ACE. You will need to recertify after
your ACE certificate expires to continue to represent yourself as a current
Creative Cloud ACE.
Q: FOR HOW LONG WILL MY CREATIVE CLOUD CERTIFICATIONS BE VALID?
A: Your ACE certification for Creative Cloud products will be valid for two
years after the date you certify.
Q: WILL THE BETA EXAMS COUNT AS MY CC CERTIFICATION?
A: Yes. If you participate in our exam beta process, and receive a passing score
for a live exam based on your answers to questions from a product beta, that
passing score will apply toward your Creative Cloud certification. If you are
interested in participating in upcoming betas, follow us on Facebook and Twitter
for recruitment updates.
Creative Suite
Q: I AM CURRENTLY CERTIFIED IN CREATIVE SUITE PRODUCTS. HOW LONG WILL THOSE
CERTIFICATIONS BE VALID?
A: Your existing Creative Suite certifications will always be valid; however,
they will be valid only for the product version on which you were certified.
Q: HOW LONG WILL THE CS6 EXAMS BE AVAILABLE?
A: The CS6 exams will continue to be available for as long as Adobe continues to
sell and provide product support for CS6.
PRIVACY POLICY
General
Q: WHAT IS ADOBE’S PRIVACY POLICY ON COMPUTERS USED IN INSTRUCTOR-LED CLASSES?
A: Computers used in Instructor-Led classes are (1) public computers, (2) the
computers will be accessed by both Adobe’s IT team and other participants, (3)
users are advised not to log in to personal accounts while using these devices,
(4) Adobe cannot guarantee the privacy of users if they choose to log into
personal accounts against the advice of Adobe, (5) users should log out of any
accounts they may have logged into during the class, and (6) Adobe IT will check
the computers prior to the next course to ensure the devices are cleared from
prior use.
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