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Participant
December 18, 2023
Question

Recovering Adobe account issue.

  • December 18, 2023
  • 1 reply
  • 707 views

Hello,

Hope you are well. My name is Alice, I have lost my Adobe account with my portfolio https://unfhunt.myportfolio.com and can't recover it. Please, need any help with this issue.

How did I lose the account?
My main email address (unforhunt@gmail.com with the recovery email address and some other emails) was compromised all at once.  Being afraid that the hackers would reach my portfolio as well (it had a quite similar password), I hastily created two additional Google accounts, linked their recovery to each other, and changed the Adobe ID from unforhunt@gmail.com to a.liustsiber@gmail.com, as well as changed the Adobe password. Unfortunately, I forgot the passwords for these Google accounts, as well as the password to the Adobe account (that was a hard-hacked night). I have only my phone number where Adobe codes come in, but that is not enough to log in or reset the password.

What have I already tried to recover the account?
1. Reset the password (phone number is not enough, it is impossible without email code confirmation)
2. Wrote an issue to customer support. I was resending back to the regular recovery step that I already tried.
3. Contact via Contac Chat (Real help from real people). There was only a chatbot with no real help.
4. Phone to the Customer Support via 00-800-441-19-35 (I'm from Poland). There were just automatic answers without real humans.


As I understand, the possible way to recover my account from Adobe's side is to change the email address back to unforhunt@gmail.com. I've already recovered this Google account, but I still can't recover those where Adobe ID was migrated. I have all the billing information that I paid for that account each month, I have saved a few bills and can provide it. As well as my ID details, photo if needed, and any other documents to prove that I'm the owner.

I don't know how to get any real help with this issue from the Adobe side. What else I can do to not lose my portfolio that I spent over a year collecting? Please help me solve this problem, I highly need some Christmas miracle...

Sincerely,
Alice.

This topic has been closed for replies.

1 reply

Meenakshi_Negi
Legend
December 21, 2023

Hi Alice3432955544ii,

 

Thank you for reaching out.

 

As you need help with the account access, I suggest you contact our support team, who can help you with the verification. Please check your inbox for more information.

You may try the steps suggested in the following help document in the meantime: 

https://adobe.ly/3v67MAF

https://adobe.ly/487yiYS

Check if that helps.

 

Thanks,

Meenakshi