Account Mix Up. I have lost access to my 8 year old account. Customer Service not helping.

Question

I have been using my Stock Contributor Account for 7 or 8 years. It was set up with an email attached to a url that I no longer own. When I reached out to request that my Stock account be attached to my new Adobe subscriber account, all I recieved in response was a link to the Adobe Stock Contributor FAQ. Numerous requests went unanswered. Today when I attempted to login to my account... I got an error message, "we do not have an account with that email address".  Great, I thought, maybe they attached it to my Adobe subscriber account, no such luck. I tried my other email address and it was, for some unknown reason, attached to the account of a client I haven't worked with in years. It seems like my account and all the work I have put into it, is gone. Does anyone have a contact at Adobe Stock, a phone number, someone to reach out to to help me recover my account? Grateful for any help with this.

Abambo · Accepted Answer

You need to try to recover your old account (Adobe ID). That's a job for Adobe customer support, not contributor support.

The easiest would be to revigorate that old account. You can then change the e-mail address of the ID to something different. If you had used 2FA, you could also enter the old ID, without having access to the e-mail, but still having access to the second factor device (like Account Access on my iPad/iPhone) or the secondary e-mail, or the phone to get a texted code. If you have none of that, you need to revigorate your old e-mail address. The confirmation message is send to that address.

If all those options are not available to you, you will need to contact Adobe customer support (not contributor support) and try to persuade them to get access to your old account. This will be difficult, as you need to prove to be the rightful owner of that account.

Abambo · Answer

The issue is your Adobe ID, not your contributor account. The contributor account is indeed attached to an Adobe ID, and you will need to revigorate that account.

It is unfortunate that you did not take action before losing access to your e-mail, that indeed is your Adobe ID. There is a possibility to attach a secondary e-mail to any account, and I would urge anyone to do that, so that if you lose access to your primary e-mail, you will still be able to sign in.

But even so, if youi have attached your mobile phone to your (old) account, you would still be able to sign in, by asking to get the confirmation code to be send to that phone. Once you signed-in, you can change the primary e-mail to a new one, and the contributor account is again accessible to you.

Nb: customer service can help you with the Adobe ID only. They do not handle contributor related issues. But as this is primarily getting access again to your old Adobe ID, you should work with customer support to get back access to your old Adobe ID.

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