Adobe Digital Learning Services FAQs

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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:

Ensure you meet any additional system requirements for your class: 

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.