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Participant
September 12, 2025
Question

I can't log in to my account because I don't have access to my old cell phone number.

  • September 12, 2025
  • 2 replies
  • 194 views

I had to create another account to request any kind of help from Adobe support...
I'm trying to log in to my original account, but when I log in, I'm forced to create a new password. To create this new password, I need to receive the code at a phone number I haven't had access to for years.
I try to log in by entering my email address, the code arrives in my email. I enter the code, and right after entering the code from the email, it asks me to enter the code that was sent to the cell phone, which I don't have access to, and I have no other option to click. I don't know what to do because I have three assignments due in one day, and I don't have access to any of my apps, and I don't have the money to subscribe to another plan on this account.
I can't get phone support in Brazil, and the chat can't solve my problem.

2 replies

Peru Bob
Community Expert
Community Expert
September 12, 2025

Did you type Agent in the chat box so that you would be connected to a person and not the bot?

iury_5437Author
Participant
September 12, 2025

Yes, but it doesn't work either. I still need to log in to the account with an active plan...😭😭😭😭

kglad
Community Expert
Community Expert
September 12, 2025

you'll probably need to wait for monday ~6am pst.

kglad
Community Expert
Community Expert
September 12, 2025

you'll need to await an adobe employee.  if you don't see a reply here from one in the next 10hrs, repost.