ADE Authorized by Non-Existent Account

(I am a librarian attempting to help a patron.)

ADE currently lists an Adobe account as having authorized ADE but provides an error message when attempting to load a file into ADE. When attempting to erase the authorization the password is not recognized and directs me to the Adobe website.
When on the Adobe website I cannot log into the account as no account exists with that e-mail. But when I try to create an account with that e-mail it says an account already exists with that e-mail.
At this point I cannot use ADE, re-authorize it, log in to the account, or create such an account, and do not know how to proceed.