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AmandaBordeaux
Participant
September 4, 2026
Answered

Primary Email Address change not authorized

  • September 4, 2026
  • 3 replies
  • 40 views

Previous employee no longer works with us, plan is current and active. All information has been switched to my information, however I cannot change the primary email address to my email address as it states unknown error occured. I don’t have an account with my work email. Reached out to tech to see if they were an adobe administrator who could modify for me, but no avail. We need to close the email for our former employer so I can utilize the program with my email. 

Also, the account is listed as a personal account and not work/school function which I need to switch from person to work/school.

Any assistance and suggestions will be greatly appreciated.

    Correct answer Jeff_A_Wright

    Thank you for posting, ​@AmandaBordeaux.

     

    I can understand how frustrating this is, especially when you are trying to transition an account from a former employee.

     

    I reviewed the account information associated with this email address and found that there are three separate Adobe accounts linked to it. Because of this, you will need to sign in to the account that contains the active subscription before making any changes.

     

    Please sign out and then sign back in. When the account chooser appears, select the Personal account and then choose the Personal Profile associated with the active subscription. Once you are signed in to the correct profile, you should be able to manage the subscription and account settings from that account.

     

    You can find additional information about switching between profiles here:

    https://helpx.adobe.com/business/enterprise/setup-onboarding/sign-in-and-access/manage-adobe-profiles.html

     

    Please let us know if you have any questions, ​@AmandaBordeaux. Also, please do not share email addresses or other personal account information in this public discussion.

    3 replies

    AmandaBordeauxAuthor
    Participant
    September 11, 2026

    I am still getting the error that the action could not be performed when I try to remove the email and add in my work email. The subscription has been paid for the year and I do not want to cancel the the plan, nor repay for services. 

    Jeff_A_Wright
    Community Manager
    Jeff_A_WrightCommunity Manager
    Community Manager
    September 11, 2026

    I appreciate that update, ​@AmandaBordeaux. This could be a limitation because you did use an email address that has been claimed by an organization during account creation.

     

    I recommend you create a new Adobe account for future access using your preferred email address.

     

    Please see https://helpx.adobe.com/account/individual/subscriptions-and-plans/renewals-and-cancellations/cancel-adobe-subscription.html for information on how to cancel any unneeded subscriptions under your current account.

    Jeff_A_Wright
    Community Manager
    Jeff_A_WrightCommunity ManagerCorrect answer
    Community Manager
    September 4, 2026

    Thank you for posting, ​@AmandaBordeaux.

     

    I can understand how frustrating this is, especially when you are trying to transition an account from a former employee.

     

    I reviewed the account information associated with this email address and found that there are three separate Adobe accounts linked to it. Because of this, you will need to sign in to the account that contains the active subscription before making any changes.

     

    Please sign out and then sign back in. When the account chooser appears, select the Personal account and then choose the Personal Profile associated with the active subscription. Once you are signed in to the correct profile, you should be able to manage the subscription and account settings from that account.

     

    You can find additional information about switching between profiles here:

    https://helpx.adobe.com/business/enterprise/setup-onboarding/sign-in-and-access/manage-adobe-profiles.html

     

    Please let us know if you have any questions, ​@AmandaBordeaux. Also, please do not share email addresses or other personal account information in this public discussion.

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