System Admin and Contract Owner Left Company

Question

As final resort posting here.
We have an enterprise account with our organisation, but the person that created this account and managed it, left the company. Our system admins closed down the email address, so we're kind of stuck and running into circles when it comes to support, this account is for school purposes and it seems that Academic Software (Belgium) is involved but they suggested to reach out to Adobe Support since they can't access the account either. This is going on for a month now and employees still cannot use Adobe software.

Another issue we might be facing is that since this person is no longer with us, the mailbox associated to the contract owner no longer exists. There are no clear steps to be found on what we can do. Hoping to get useful answer here.

Thanks for any feedback!

Bani Verma · Answer

Hi @dorien_8342,

You can become the contract owner if the contract owner isn't available.

If the contract owner has left the organization, you can own an account as an admin. Sign in to the Admin Console, navigate to Support, and contact Adobe Customer Care. The customer care team will need an email from you asking for the account's ownership change.

The customer care team emails the current contract owner to confirm the change. You are designated as the contract owner in the following scenarios:

The current contract owner's email no longer exists.
The current contract owner hasn't responded within two days.
The account is unpaid due to a payment issue.

After you are designated as the contract owner, you are prompted to update payment details on the account.

I hope this helps.

Thanks,
^BS

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