Escalation Request: "Multiple accounts detected" false positive — no response after 3 weeks (Case ADB-46176752-Y7Z3)
Hello,
I'm requesting escalation for a Contributor account case that has had
no response for 3 weeks.
Case ID: ADB-46176752-Y7Z3
Submitted: July 16, 2026
Account: 18028655707@163.com
Issue: "Our Account and Submission policy does not allow multiple
accounts" — all Contributor backend functions are locked.
What happened:
I accidentally created two Adobe accounts (one via VPN with US region,
one from China with correct region). I deleted the old US-region account
(susan.z.19880107@gmail.com) via account.adobe.com → Data & Privacy →
Delete Account. My active account (18028655707@163.com, China region)
remains locked.
Root cause (based on documented community cases):
Deleting an account on the frontend does NOT remove backend association
data — payment method, tax ID, and device fingerprint persist in Adobe's
fraud/account-linking system. This residual data is triggering a false
"multiple accounts detected" flag, even though the old account no longer
exists.
What I need:
1. Confirm old account is fully purged from the backend association system.
2. Clear residual payment/tax/device association from the deleted account.
3. Release the restriction on my active account.
Important: This is NOT a request to operate multiple accounts. It is a
false-positive lock caused by residual data from a deleted account. I am
a single legitimate individual (Chinese tax resident) and can provide
government ID to verify.
@Mat Hayward — if you are able to help escalate this case to the
Contributor Relations / account team, I would greatly appreciate it.
3 weeks without any response is concerning.
Thank you.
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