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I want to cancel an account but no longer have access to the linked email address for it

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I subscribed to two Adobe products using my personal bank account and my work email address. The company has since gone bankrupt so the Adobe account email address is unrecoverable.

Can anyone advise how I can cancel the Adobe subscriptions with no way to access the linked email accounts?

Jeff_A_WrightCorrect answer

Community Manager

I am sorry to hear that, @Alluring_connoisseura3c5.

There are still no records of any of your previous attempts to reach us, and we will need you to contact us on a secure channel for you to regain access to your account.

Please use a different device to contact us at https://helpx.adobe.com/contact.html?rghtup=autoOpen. The chat experience works on mobile devices and tablets, if you do not have another computer available, @Alluring_connoisseura3c5.

A

Alluring_connoisseura3c5Author

Participant

Thanks Jeff,

I’ve tried the account recovery options described on that link. None of them provide a route to resolve the issue.

I’ve answered a few more questions on the AI chat, can you see the thread now?

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Jeff_A_Wright

Correct answer

Community Manager

I am sorry to hear that, @Alluring_connoisseura3c5.

There are still no records of any of your previous attempts to reach us, and we will need you to contact us on a secure channel for you to regain access to your account.

Please use a different device to contact us at https://helpx.adobe.com/contact.html?rghtup=autoOpen. The chat experience works on mobile devices and tablets, if you do not have another computer available, @Alluring_connoisseura3c5.

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Alluring_connoisseura3c5Author

Participant

Thanks Akansha for the reply.

I have tried that route but got nowhere:

My question from the AI chat: I want to cancel an old account but no longer have access to the linked email

Answer: An active plan is required to cancel your plan. I found no current active plan linked to my current email address]. Do you have another email address that might be linked to an active account?

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Jeff_A_Wright

Community Manager

Thank you for the update, @Alluring_connoisseura3c5.

I understand how frustrating this is when the subscriptions are tied to an email address you can no longer access.

Thank you to @AkanshaAshra and @kglad for helping with the available options so far.

I’m not seeing a record of your attempts to contact us. It’s possible something on the device or network you’re currently using is preventing you from connecting successfully.

Since you no longer have access to the email address associated with the account, please try the account recovery options outlined here:

https://helpx.adobe.com/account/individual/sign-in-and-security/security-and-recovery/cant-sign-in-to-adobe-account.html

If you still aren’t able to regain access or reach us, please try contacting us from a different device or network:

https://helpx.adobe.com/contact.html?rghtup=autoOpen

Please update this thread if you have any additional questions, @Alluring_connoisseura3c5.

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kglad

Community Expert

you should contact adobe support using social media (eg, @adobecare at twitter/x)

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AkanshaAshra

Community Manager

Hi @Alluring_connoisseura3c5

We understand your concern, especially since you no longer have access to the work email address associated with your Adobe account.

Since you’re unable to access the email linked to the subscriptions, we recommend connecting with the support team, who can review the account and guide you through the available cancellation options after the necessary verification.

You can connect with support here:
Contact Adobe Support

For your security, please avoid sharing any bank or payment details publicly on the community.
^Akansha

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