Lost my library

Question

Hello everyone,

We are having a huge problem with Adobe Business. We sign a contract with a company and part of the contract state that they may provide Adobe Creative applications. They suggest adding our accounts to their company business account. Obviously, this moves our personal Adobe accounts to the business platform with a third-party administrator.

The problem comes when we end our participation and they cancel the access to applications. All our libraries get lost and locked under that account. Now we cannot leave that organization and we cannot renew any plan. We have an active account under "Personal account" but we are unable to recover the lost library or event activate that account.

We try to contact support, but they told us that the only way is that the main Company remove our account from that organization.

Help, we have 3 years of assets in that library 😞

kglad · Accepted Answer

do you have an individual subscription with adobe? Yes
do you have an enterprise or teams subscription? We don't use any enterprise subscriptions, we join a company that has a company subscription.

use a browser that allows popups and cookies and contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human

p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.s. you can also use twitter to tweet @AdobeCare

p.p.p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

kglad · Answer

that company controls your assets in their library.  they could transfer them some place where you can access them, or they could opt not to.  there's nothing adobe can do about it because from adobes perspective, it's their library.

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