Requsted Acc Deletion, Yet Photo Sold.

Question

Hello,

I have tried calling customer service to no avail and am now waiting on an email back from the contributer's customer support email, but figured I would ask here to see if anyone has any answers.

I made an Adobe Stock account several months ago. I requested my account be deleted, along with all it's data, via the proper channels. (If I remember correctly, I had to request this somewhere in my account management tab and it was approved via email.) Today, I got an email telling me one of my files has sold.

I would like to know how this is possible if I quite literally no longer have an account. I tried to log in with the email address the email was sent to, and it didn't find an account with that email address. Customer service over the phone told me to make another account using the same email address and I would have access to my photos again, however (as expected) this did not work. I'm trying to find out how I can actually have all my files deleted if I no longer even have an account, how this is possible, etc. The email is from an actual Adobe email as far as I can tell; the links to manage my account in the email led me to the official Adobe Stock website. So it's not like this is some sort of phishing scam.

Thank you.

Abambo · Answer

This is all a bit confusing.

I think, your error is that you deleted your Adobe account, without first deleting your contributor account. The contributor account is connected to your Adobe ID, but is an entity on its own. So the “correct” way to delete your account would have been to contact contributor support and to ask for removal of your account. After having confirmation, you could delete your Adobe ID and the relating data.

It's probably nothing that you could have anticipated as such, but it is most likely due to the fact, that a certain number of accounts are add-ons to the Adobe ID, and not fully integrated into the whole process. This is my speculation. Maybe it's simply a bug in the system.

Now, are you sure that the account you recreated is exactly like the one that has been deleted. If it is a G-mail address, by example, x.y@gmail.com is the same as xy@gmail.com, but for Adobe, those are two different accounts. If that is the case, I would sign in again with the old account (as you have created it now), and go to https://contributor.stock.adobe.com and send contributor support a message via the contact us link as described here: https://helpx.adobe.com/stock/contributor/help/Need-Help-Contact-Us.html. This will take some time, as the contributor support is heavily occupied. They will answer by e-mail.

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