Account hacked and subscription cancel due to voilation need guidance

Question

Hacked Account, Subscription Cancelled & Terms Violation Appeal — Need Advice

Hello Adobe Stock Community,

I need advice regarding my Adobe Stock Contributor account.

My Adobe Stock account was hacked, and at the same time my original Gmail account was also compromised. Because of this, I lost control of my Adobe account.

After I recovered my Gmail and regained access, I contacted Adobe Support and explained that my Adobe account had been hacked. The Adobe Support agent told me to create a new Gmail address and create a new Adobe account.

I followed the instructions given by Adobe Support. I created a new Gmail address and also provided genuine evidence proving my identity and explaining what had happened.

However, my case was later closed. I was then told that there had been a Terms of Use violation and that I needed to submit an appeal.

I submitted the appeal, but I have not received any response yet.

I would like to ask other Adobe Stock contributors:

How long did you have to wait for a response after submitting a Terms of Use appeal?

Has anyone had their account reinstated after an appeal?

Has anyone experienced a hacked/compromised account where unauthorized activity may have caused the violation?

If you received your account back, were your previous earnings also restored?

I am currently facing a very serious financial crisis, and losing access to my Contributor account and earnings has put me under significant financial pressure. I urgently need this income, so I am very worried about how long this process may take.

Should I simply continue waiting for the appeal response, or is there anything else I should do at this stage?

I would really appreciate hearing from anyone who has gone through a similar situation.

Thank you.

quirky_member4a6a · Answer

I understand your questions, and I want to clarify the timeline because my original post may not have explained it properly.

My Gmail account was compromised, and my Adobe Contributor account was accessed without my authorization. I initially recovered access to my Gmail, but even after recovery, the Gmail account was still experiencing unauthorized access. I received multiple verification/security notifications.

Later, an IT expert checked my Gmail and told me that it was still not secure because of an issue involving a website/link connected to the account. That is when I fully realized that simply recovering the Gmail had not actually secured it.

I then contacted Adobe Support again and explained the situation. The Adobe representative checked the case, advised me to secure my email, and also advised me to create a new email address. The unauthorized access/hacking issue had already been established through my communications and evidence.

During that conversation, the Adobe representative also told me that the account/subscription had been cancelled. The chat then ended there.

After following the security advice I received, I created a new email address and subsequently created a new Adobe account. I did not create the new account to bypass a suspension or intentionally violate Adobe's rules. I believed I was following the guidance I had received from Adobe Support after my original account had been compromised.

At this point, my case has been sent to the violation/appeal team, and I have filed an appeal. I understand that creating another Contributor account can normally be considered a violation, but my circumstances involved a confirmed account-security issue and instructions from Adobe Support. I am now waiting for the appeal team to review the full situation and t

he evidence.

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