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Participant
October 5, 2026
Answered

hijacked credit card by Adobe support

  • October 5, 2026
  • 5 replies
  • 38 views

Urgent: My primary Adobe account was compromised immediately after I gave my credit card to an agent over Adobe’s official phone line to start a subscription.

The attacker instantly changed my login email to an unknown address, locking me out. My card was hit with fraud and canceled. Because the email was changed, standard support channels on X are stuck in a loop and cannot locate my account.

I have a project deadline frozen by this security failure. I need an Adobe Staff Member to escalate this to the Security Team

Correct answer Jeff_A_Wright

Thank you for posting, ​@Flawless_realityb096.

 

I am sorry to hear about the account access concerns and the impact this has had on your project deadline.

 

I reviewed the account information associated with your community profile and do not see any active Adobe subscriptions or recent Adobe transactions. I also confirmed that you have an active support case, ADB-47393612-T6P4, which is the appropriate channel for this matter.

 

As ​@kglad mentioned, Adobe does not provide customer support by phone. Since you indicated that your credit card was compromised, please continue working with your card issuer regarding any suspected fraud.

 

To avoid duplicate investigations and ensure all information remains with the team already reviewing the issue, please update case ADB-47393612-T6P4 with any additional details or documentation you may have regarding the incident. Instructions for viewing and updating an existing support case are available at:

https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

 

Please update this discussion thread if you have any additional questions, ​@Flawless_realityb096.

5 replies

Participant
October 6, 2026

Thank you for your response. I don't know if I'm being clear. I called regarding my subscription renewal. I planned to cancel my subscription. I was transferred to someone in an department like sales who offered to give me a discount for a few months. I was told I had to cancel my current account in order for the new rates to apply. He asked for only the first six digits of my credit card. He credited my previous account for the unused days leftover in my subscription. He had to be legitimate from Adobe, a scammer would not have the capability. That's why I do not have an account on file. They asked if I had another email I would like to use. I gave them the new email. They switched me to a line that was recorded to place my credit card. I switched back to the representative. My account should have been done. I cannot check anything in any Adobe account because the first one was closed and the second one was hijacked. So the email is not my email. So any password changes, verification of accounts , transaction views or even signing into this form are not possible. I cannot verify the email on file during phone calls because some of the digits are starred out. That's why the account is hijacked. I have no access. Yes I canceled my credit card but unfortunately I'm traveling so I can't even get my new credit card. I'm in the middle of a project that I'm not completing. Hopefully this explanation is clearer. What I would like is a phone number that I can call directly without them asking me to provide an email or an adobe account number. The call center is useless to me because they cannot handle a security leak. I called back immediately when I could not get into my account thinking I was making a mistake signing in. They're the ones that looked up my account by the credit card I provided and saw that the information was changed. I've already talked to supervisors and they don't know what to do. I need to talk to someone, in the company not a call center, where I can be able to dial directly without hitting an automatic system that once my email or adobe account number. If I call the main number I'm stuck in a loop. I tried posting on your fiscal social media on X,  they seem not to understand. They keep telling me to cancel my credit card and not addressing the security issue or the fact that I have no Adobe account right now. . That's the result of the case number you saw. I tried emailing and I'm getting the same thing please cancel your credit card . The Crux of this matter is not being addressed . Especially since I said a million times that I have canceled the credit card and now I don't have a credit card . Sorry for such a long posting but I'm trying to make this clear. I'm hoping that this is an unusual situation and this is why people do not understand what has happened. I do know if someone else in the situation would probably would not be as persistent.

kglad
Community Expert
Community Expert
October 6, 2026

keep your ticket updated, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

 

and cancelling your credit card is not the same as reporting suspected fraud.

John T Smith
Community Expert
Community Expert
October 5, 2026

What is the link where you obtained that telephone number?

The bottom of the official page https://www.adobe.com/creativecloud/plans.html has a number for sales

Is that the number you called?

Jeff_A_Wright
Community Manager
Jeff_A_WrightCommunity ManagerCorrect answer
Community Manager
October 5, 2026

Thank you for posting, ​@Flawless_realityb096.

 

I am sorry to hear about the account access concerns and the impact this has had on your project deadline.

 

I reviewed the account information associated with your community profile and do not see any active Adobe subscriptions or recent Adobe transactions. I also confirmed that you have an active support case, ADB-47393612-T6P4, which is the appropriate channel for this matter.

 

As ​@kglad mentioned, Adobe does not provide customer support by phone. Since you indicated that your credit card was compromised, please continue working with your card issuer regarding any suspected fraud.

 

To avoid duplicate investigations and ensure all information remains with the team already reviewing the issue, please update case ADB-47393612-T6P4 with any additional details or documentation you may have regarding the incident. Instructions for viewing and updating an existing support case are available at:

https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

 

Please update this discussion thread if you have any additional questions, ​@Flawless_realityb096.

kglad
Community Expert
Community Expert
October 5, 2026

adobe doesn’t use the phone for support.  contact your credit card issuer and report fraud.