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Participating Frequently
Sep 3, 2026 11:30 AM UTC
Answered

Catch 22.... Can't access email, therefore can't cancel subscription or use applications

I previously had an educational Creative Cloud subscription using my university email. I graduated recently, so my educational email was deactivated. 

Now whenever I try to log in to my Adobe account, it sends a verification code to that email. The email is deactivated, so I am unable to receive the OTP verification. There is no option to receive a code via text. This means I am cannot use any of the applications I am paying for. 

I just spent half a day on the phone with Adobe customer support trying to change the email associated with the account. This is not possible without having access to the current email and providing a OTP. I am also unable to cancel the monthly subscription without access to the account. 

So…. it feels like I’m being held hostage, I can’t use the services I’m paying for and I’m not allowed to stop paying for it. My next step is to contact my bank and cancel the direct debit. I have just had to start a new plan because I need to use Photoshop today, so I’m currently paying for 2 plans at the same time. 

Has anyone found a way around this? Customer support was not much help

Thanks everyone !

    ShivangiGupta
    ShivangiGuptaCorrect answer
    Community Manager
    Sep 3, 2026 12:35 PM UTC

    Hi @brilliant_Serenade54f0

    We appreciate you reaching out.

    If you no longer have access to any of your account's verification methods (old email, phone, or Account Access app), you can review your sign-in recovery options, including finding your account by an alternate email or phone number, here: Resolve Adobe account sign-in issues
    Let us know if this helps.


    ^Shivangi

    ^Shivangi

    11 replies

    ShivangiGupta
    Community Manager
    ShivangiGuptaCommunity ManagerCorrect answer
    Community Manager
    Sep 3, 2026 12:35 PM UTC

    Hi @brilliant_Serenade54f0

    We appreciate you reaching out.

    If you no longer have access to any of your account's verification methods (old email, phone, or Account Access app), you can review your sign-in recovery options, including finding your account by an alternate email or phone number, here: Resolve Adobe account sign-in issues
    Let us know if this helps.


    ^Shivangi

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    ^Shivangi
    Participating Frequently
    Sep 3, 2026 12:45 PM UTC

    Hi Shivangi thanks for your response. 

    When I try to sign in the only option is sending a OTP to the email address (that I can’t access) .

    I don’t have the option to use the mobile number linked to account or the Adobe access app for two-step verification 

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    ShivangiGupta
    Community Manager
    Community Manager
    Sep 3, 2026 12:47 PM UTC

    I see!
    I'd recommend you contacting our support team here: https://adobe.ly/4gLzTcp

    They'll help you with the best possible solution.


    ^Shivangi

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    ^Shivangi