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Daylizruiz
Participant
August 1, 2026
Question

lost access to phone number from a different country and can't get back into my account even tho I have access to my emails!!!

  • August 1, 2026
  • 2 replies
  • 11 views

Writing from a second account since I can't get into my own.

After a password reset, my account now requires two-step verification. The number saved on it is an Ecuadorian line I lost access to after moving countries, and there's no way for me to get it back. My email works fine, but Adobe won't let me through with only one method.

I'm a working photographer. My Lightroom subscription is active and paid, and my entire cloud library — years of client and personal work — is sitting inside that account.

Both support routes are closed to me. The chat requires a sign-in, which is the exact thing I can't do. The phone line drops the call every time I go through the menu.

I'm not asking anyone to skip verification. I can confirm ownership with the card on the account, billing address, past invoices, and account history. All I need is for the outdated phone number to be removed so I can sign in again.

If anyone from Adobe can pick this up or point me to a route that works, I'd really appreciate it.

    2 replies

    kglad
    Community Expert
    Community Expert
    August 2, 2026

    you’ll need to contact adobe support via social media.

    John T Smith
    Community Expert
    Community Expert
    August 1, 2026

    I don’t know if this will work, but try this to contact support

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

    - and enter AGENT in the box asking How can we help you?