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Steve Klarer
Participant
October 10, 2025
Question

Locked out of Adobe account due to 2FA failure --- support unable to resolve.

  • October 10, 2025
  • 1 reply
  • 112 views

Subject: Locked out of Adobe account due to 2FA failure—support unable to resolve

Conversation Type: Bug

Details:

I am posting publicly because I have been locked out of my Adobe account due to two-factor authentication failure. I no longer have access to the authentication method, and Adobe support has been unable or unwilling to bypass or reset it.

Here is the timeline:

  • Original account: tied to [email removed from this public forum]

  • 2FA enabled: I lost access to the authentication app/device

  • Support interaction: I endured one long, tedious, frustrating session with an Adobe agent. After hours of waiting to reach her, the call was dropped when I followed an instruction she gave me. I did not have the heart or energy to go through the process again.

  • Credential breach: Password changed, email verified, lockout documented. Still blocked.

  • Forum access: I could not even post in the Adobe forums because login was blocked by 2FA.

  • Workaround: I created a new account using [email removed from this public forum], which forwards to [email removed from this public forum]. I am posting from that new account now.

Billing note:

  • I had two Adobe accounts active at one point and was billed for both.

  • One account was cancelled, and I was told to expect a refund within a week.

  • It’s possible that this account duplication or cancellation contributed to the 2FA lockout or confused Adobe’s authentication system.

  • I am not raising a grievance about the refund here—just noting the overlap as a potential factor.

This is not a feature request. It’s a failure of access. I am a paying user, and I have lost control of my account due to a rigid 2FA system with no fallback. I want Adobe to acknowledge this breach and offer a path to recover the original account.

If anyone from Adobe or the community can assist, contact me directly at [email removed from this public forum]

—Steve Klarer

 

 

 

Note from moderator: posting your email on a public forum is an invitation to spammers. Adobe staff (with Adobe logo and Employee tag) can look up your account. 

 

 

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 10, 2025

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

Jeffrey_A_Wright
Community Manager
Jeffrey_A_WrightCommunity Manager
Community Manager
October 10, 2025

Steve, I am sorry you have lost access to your Adobe account. I don't see any interactions with our support team under the account you used to create this public discussion forum. You can use the steps listed at https://adobe.ly/3J38dmC to review your recent support cases. You will need to be logged in under the account that you used to contact us to see the support case.

 

If you have not contacted us or are concerned that the subscription under your previous account is still active, then click on the Adobe Customer Care link under the section titled Forgot Adobe password and can't access other authentication methods at https://adobe.ly/48TOG2w. Access to the previous account will not be restored, but we can make sure that you are not charged for a service that you can no longer access. ^JW

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