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Kenny707
Kenny707
Participant
May 25, 2026
Question

Error with changing email account

  • May 25, 2026
  • 3 replies
  • 16 views

Hi, I have recently signed up for Adobe Acrobat Pro using the email k***y.ad***@case.org.sg. It was suppose to be a placeholder email as we have another account known as a*****ts@****.org.sg who is bought under a reseller which ends on 24 May 2026.

Today is 25 May 2025 and the old email removed by moderator  should have expired. However, when I try to change the ke**y.adobe account into , I received the following error once I enter the Verification code: 

An error occurred while performing this action. Please try again later.

Would you be able to advice what i wrong as I can’t proceed with the change?

    3 replies

    Kenny707
    Kenny707Author
    Participant
    May 25, 2026

    Hi Manan, thank you for your advice.

    If we want to use back the old Adobe ID of accounts@case.org.sg in place of kenny.adobe@case.org.sg, what can we do? Would Adobe be able to assist on this?

    M
    Community Expert
    Manan JoshiCommunity Expert
    Community Expert
    May 25, 2026

    See the post by ​@kanikas28368183 she is an Adobe employee. Basically if an email id is associated with an Adobe ID then it can’t be reused. So, based on this information the Adobe ID associated with accounts@case.org.sg should be deleted first before if can be used as primary email in another account. Also, do note that in the past I have seen folks complaining that even after deletion of the Adobe account the email ID was not freed up for reuse on the Adobe systems.

    -Manan
    kanikas28368183
    Community Manager
    kanikas28368183Community Manager
    Community Manager
    May 25, 2026

    Hi kenny707, 

     I understand how confusing and frustrating this situation can be.

    I can see that you currently have an active Acrobat Pro subscription under your Kenny ID and a Teams subscription under your corporate ID. Since both IDs are active, Adobe does not allow them to be merged.

    To move forward, one of the accounts would need to be fully closed. This means cancelling the subscription and deleting that Adobe ID. Once the ID is deleted, you’ll be able to change the Adobe ID email as needed.

    For step-by-step details and important things to keep in mind, please refer to this help article:
    https://helpx.adobe.com/account/individual/manage-your-account/change-primary-email-adobe-account.html

    I know this isn’t the most convenient outcome, and I appreciate your patience. If you need help understanding the steps or deciding which account to keep, feel free to ask. Happy to help where I can.

     

    Thanks

    Kanika Sehgal 

    M
    Community Expert
    Manan JoshiCommunity Expert
    Community Expert
    May 25, 2026

    What do you mean by “try to change the kenny.adobe account into accounts@case.org.sg”. Does this mean that you are changing the primary email? If so then I am not sure if it is possible to do that with an email already associated with an Adobe ID. Expired subscription does not mean that the Adobe ID ceases to exist.

    -Manan
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