secondary email not working for password reset / recovery

Question

Hello,

We've had a member of staff leave the business and we need to reset their account so we can use the service again. The password recovery email is ** starred out but it is correct as far as i can tell. However it never gets to the screen to use the recovery email. Just a pop up to say contact customer support which isn't showing as available and when i click speak to a real person it puts me in a loop to the help page.

Any help would be great.

Thanks

Dj_Creative_enthusiast · Accepted Answer

Hi,

Thank you for posting your query here.

Since you have mentioned that you are trying to reset the password for one of the members who left the business, please share brief details about the type of Subscription the member was using like : Creative Cloud for Teams Or Creative Cloud for Enterprise.

- If the member was using Creative Cloud Teams with his Adobe ID, than as an Administrator you cannot reset the password since Adobe IDs are associated with the end user's email address and the password reset is possible only if User requests for it.

- If the member was using a Creative Cloud Enterprise license using his Enterprise ID than an Administrator can reset the password since Enterprise IDs are created by the end Organization.

Please contact our Support Team by referring to the following help article for further assistance if it is an Enterprise ID you require assistance with: https://helpx.adobe.com/in/contact/enterprise-support.html

Thank you.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded