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I cannot acces my membership and Adobe software.

Forum|Forum|12 hours ago
August 21, 2026
7 replies
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I cannot acces my membership and Adobe software:

My account has 2 profiles; a personal and a company which profile is out of membership.

I cannot host my personal profile as the company is still hosting it.

So I am stuck… Please help!

Correct answer Jeff_A_Wright

I appreciate the update, @Zesty_Eclipsecef9. Please make sure to sign in using the personal account you created when contacting us at https://helpx.adobe.com/contact.html?rghtup=autoOpen.

If you continue to encounter problems, then please work with the people who manage your organizational account, @Zesty_Eclipsecef9, for help. I believe you indicated this was Surfspot. They have claimed the email address you used to create your new account, so you may need their assistance to release the account.

Z

Zesty_Eclipsecef9Author

Participant

Thanks for your answers so far Jeff.

I see as only possibility that I cancel my subscriptions, then leave the company and then subscribe again. But I don’t have a button possibility for cancelling?

Is this because the company is the administrator / host? Do they need to change that upon me: is that possible? They come with the suggestion to delete profile and / or account but who is hosting/ administrating then?

So I purchased 2 licenses, though I only need 1. I cannot reach my sotfware, I cannot cancel my subscription. I am totally stuck here 😢

Please advice

Jeff_A_Wright

Community Manager

I understand, you did start the new subscriptions under an account that was managed by Surfspot. If you are unable to reach us at https://adobe.ly/4gKVQtm, then you will need to work with Surfspot to request that they release the account, Zesty_Eclipsecef. ^JW

Z

Zesty_Eclipsecef9Author

Participant

See attachment; the link you send me to contact Adobe leads to this Assitant. But again this is connected to the host of the company and not to me, so I cannot reach out… https://helpx.adobe.com/contact.html?rghtup=autoOpen

Thanks again Jefff!!

Jeff_A_Wright

Correct answer

Community Manager

I appreciate the update, @Zesty_Eclipsecef9. Please make sure to sign in using the personal account you created when contacting us at https://helpx.adobe.com/contact.html?rghtup=autoOpen.

If you continue to encounter problems, then please work with the people who manage your organizational account, @Zesty_Eclipsecef9, for help. I believe you indicated this was Surfspot. They have claimed the email address you used to create your new account, so you may need their assistance to release the account.

Z

Zesty_Eclipsecef9Author

Participant

Thank you so much Jeff for your reply. I start panicking big time now after reading your answers.

As you describe that I have started two (?) new Creative Cloud Standard subscriptions. I really did not start twice, how is this possible?

When I am signed in at my personal profile somehow this personal profile is also connected to a Business profile (Surfspot) and they appear to be host which I find strange. I tried to contact them, but their reply was suggesting to delete the account. Then I don’t have access at all anymore.

When I try seek for information about leaving the company within teh account Adobe says I should contact the host - so this is a circle / loophole I cannot see a solution.

Can I directly mail you, so I can send you screenshots to clearify? I don’t feel comfortable to share personal information like my name and mail adress on the internet :-).

Jeff_A_Wright

Community Manager

I appreciate the update, @Zesty_Eclipsecef9. You should be cautious about sharing anything personal because this is a public discussion forum.

Please get in touch with us directly at https://helpx.adobe.com/contact.html?rghtup=autoOpen so that a member of our team can help you determine which subscription you wish to keep. There are no records of any previous attempts to reach us, @Zesty_Eclipsecef9, so please use a different device if you cannot contact anyone at https://helpx.adobe.com/contact.html?rghtup=autoOpen.

Jeff_A_Wright

Community Manager

Thank you for posting, Zesty_Eclipsecef9.

I’m sorry for the confusion and frustration. I can understand how difficult this is when you have both a personal profile and a company profile associated with the same Adobe account and are unable to access the membership and applications you expect to see.

Based on the information available, it appears you are signing in under the wrong profile. When an email address is associated with both Personal and Business profiles, Adobe will prompt you to choose which profile to use. To access subscriptions that you purchased yourself, make sure you select your Personal Profile from the account chooser.

Manage Adobe profiles: https://adobe.ly/4zwlGsz

I can also see that two new Creative Cloud Standard subscriptions were started on August 20 under the other account. One of those subscriptions is currently pending payment. Once you have signed in to the correct profile, I recommend reviewing the active plans associated with each account and canceling any subscriptions that are no longer needed.

Cancel your Adobe trial or subscription: https://adobe.ly/4gHa8ey

Before canceling, it may also be helpful to review the subscription and cancellation terms, including information about refunds and any applicable cancellation fees:

Understand Adobe's subscription terms and refund policies: https://adobe.ly/4zzRexO

Please update this public discussion thread if you have any additional questions, Zesty_Eclipsecef9. ^JW

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