Inactive Email Address On My Account

Also, I am moving this to the Account, Plan & Payment forum for you, which is the appropriate forum for your question.

The Using the Community forum is for help in using the Adobe Support Community forums, not for help with specific programs. Product questions should be posted in the associated product community.

It sounds like you have two accounts, and one already uses the new address. You are going to have to contact customer support to resolve this issue. I believe they can merge the two accounts and set it to use the new address.

Click the following to contact Adobe customer support staff for help: 

https://helpx.adobe.com/contact/support.html

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work.

This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.

If the CSR refers you to the forums, insist on speaking with a supervisor and keep moving up the chain until you get someone who knows what they are talking about.

Regionally appropriate phone numbers are found here: https://helpx.adobe.com/contact/phone.html

Be aware that because of the pandemic, wait times are far longer than usual due to reduced staff and higher demand. Please be patient with the people to whom you speak. Like you, they are feeling a great deal of stress. A little patience and understanding will go a long way to helping you in your particular situation.