Participating Frequently

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Fraudulent activity detected on your Adobe Account

Forum|Forum|23 days ago
June 23, 2026
5 replies
142 views

Just tonight my account subscription had been cancelled due to being detected of “fraudulent behavior”. My account subscription was purchased on the official website, using my university’s email, and I purchased a student account during the sale (I got 76% sale for Creative Cloud). It has been 1 month since I made my purchase. I paid my bill and today they also billed me $8, the amount I had to pay each month. The purchase was successful and they billed my card already. And now my account is cancelled right after I paid my buck. I really wanna solve this because I’m on my last subject right now and I can’t lose this account. Does anyone know if there is any problem with this, because I really don’t see the fraudulent behavior.
P/s: this account is used on 2 devices, one is mine, one is my friend’s, and the card belongs to my friend as well. I really want to revert this accusation and continue to use my account please.

Correct answer Jeff_A_Wright

Thanks for posting to this public discussion forum, Trang.

I am sorry for any problems you have encountered with your account. I can confirm that the communication you received regarding your account was genuine.

Please click on https://adobe.ly/4aiLehR to speak with a member of our team who can help you review your accounts and purchases.

I don't see any records of previous attempts to reach us, Trang. If the device or network you are using is managed by your school, you will need their help to reach us at https://adobe.ly/4aiLehR.

I am truly sorry you are having to deal with this, Trang, and I hope it doesn't interfere with your school work. Please reach out to us directly at https://adobe.ly/4aiLehR as soon as possible.

Please update this public discussion thread if you have any additional questions, Trang. ^JW

R

rullyoct

Participant

Same with me, my account got suspended on 24th June and now i am waiting for the investigation as they told me to wait for 3-4 days. I use it myself but login on 2 devices, but i never use this at the same time, i always pay the bill on time. I hope Adobe can give back my account and subscription because i really need it

K

kynguyen007

Participant

Ignoring the account-sharing issue for a moment, there could be many possible reasons. But one likely case is that you are actually using the account for the intended purpose, yet your account information doesn’t fully match.

For example, your account name might be:

Trang3411849683wp

But the name on your payment card is:

Ky3411849683wp

At first, they may still allow the registration and everything works normally. However, during a later review or audit, they might notice that the information doesn’t match. That could lead to the account being locked and requiring identity verification.

Of course, if the account details and payment information don’t match, there’s no easy way for them to know whether you’re using a legitimate card or not. At that point, they would likely need to review the case manually.

Of course, this is just a hypothesis;we have to wait for an official announcement from Adobe.

Trang3411849683wpAuthor

Participating Frequently

There could be a reason relating to the card I use to purchase the plan. Perhaps the action of changing the payment info (the card info) messed up the billing afterwards and had to be reconfirmed. However, there has been an occuring problem among Adobe users in my country, which a lot of users (using the official account) where flagged with the same problem and had no explanation from Adobe

K

kynguyen007

Participant

I’m not completely sure about this, but for now, the first thing is to make sure your payment information matches your account information.

Usually, they won’t tell you exactly what caused your account to be flagged. There are cases where people use a brand-new machine, only one device, and fully follow the rules, yet their accounts still get banned because of Adobe’s own system issues. It’s possible their detection system made a mistake. But if you’ve been following the rules, I wouldn’t worry too much.

By the way, have you changed any information anywhere recently?

Also, did you previously purchase anything through third-party services? (You should also ask your friend how they used the account.) And has this payment card ever been used before for Adobe-related payments or any other Adobe service?

Peru Bob

Community Expert

@Trang3411849683wp

this account is used on 2 devices, one is mine, one is my friend’s

That may be the fraudulent activity.

Sharing your Adobe account with someone is against Adobe policy, and can interrupt workflows, damage files, and may cause security problems that put your personal information at risk. Learn more about Adobe's policies that prohibit account sharing.

from here:

https://helpx.adobe.com/download-install/apps/licensing-activation/activate-deactivate-apps/install-apps-number-of-computers.html

Trang3411849683wpAuthor

Participating Frequently

Ohh okay thank you for this. I understand now.

kglad

Community Expert

you acknowledged fraudulent usage in your post.

Trang3411849683wpAuthor

Participating Frequently

can you tell me which of the actions above is fraudulent usage?

Jeff_A_Wright

Correct answer

Community Manager

Thanks for posting to this public discussion forum, Trang.

I am sorry for any problems you have encountered with your account. I can confirm that the communication you received regarding your account was genuine.

Please click on https://adobe.ly/4aiLehR to speak with a member of our team who can help you review your accounts and purchases.

I don't see any records of previous attempts to reach us, Trang. If the device or network you are using is managed by your school, you will need their help to reach us at https://adobe.ly/4aiLehR.

I am truly sorry you are having to deal with this, Trang, and I hope it doesn't interfere with your school work. Please reach out to us directly at https://adobe.ly/4aiLehR as soon as possible.

Please update this public discussion thread if you have any additional questions, Trang. ^JW

Trang3411849683wpAuthor

Participating Frequently

I typed “Agent” on the Adobe Virtual Assistant like some other posts suggested and it said “It doesn't look like there's an active plan linked”. I want to speak with a human member, how can i do that?

Jeff_A_Wright

Community Manager

I appreciate the update, @Trang3411849683wp.

There is still no records of any attempts to reach us. Please have someone from your school help you reach us at https://helpx.adobe.com/contact.html?rghtup=autoOpen so your account can be reviewed.

No action will be taken from this public discussion, so please focus your efforts on using a device that can reach us at https://helpx.adobe.com/contact.html?rghtup=autoOpen.

There is no need to use the word agent to contact someone, but the device will need to be able to establish a secure connection to Adobe at https://helpx.adobe.com/contact.html?rghtup=autoOpen.

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