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Participant
July 23, 2019
Question

URGENT: Adobe ID no longer used but I need access!

  • July 23, 2019
  • 2 replies
  • 316 views

Hi.

I am in desperate need of some help but it is pretty complicated. So, my work uses Adobe enterprise and my Adobe login email for a previous role was (xxxxxxx@xxx.xxx). After using this Adobe ID for awhile, MOST IMPORTANTLY for Lightroom mobile, I eventually changed jobs to a partner company and I was given a new Adobe ID login email (xxxxxxx@xxx.xxx) and my old email account was shut down / deactivated (as most companies do when you leave a company). However, I was still logged into Lightroom on my mobile using that first / original Adobe login ID (xxxxxxx@xxx.xxx).

Now, I have just been travelling for 3 weeks through Europe and have been using Lightroom mobile with that first / original Adobe ID email as I was never prompted to logout or anything. So, when I returned home I tried to sync LR mobile with my desktop lightroom but I was unable to so to fix the issue I tried to log out and back into LR mobile app however when I logged back in I used my current Adobe ID that I use at work today (xxxxxxx@xxx.xxx) and all my photos were obviously gone because I had logged into a new account.

SO - the main problem is that I do not know the password / have access to my old Adobe ID and I assume it would have been deactivated by the company. BUT when I was using LR mobile while travelling with my old account it WAS syncing to the cloud everytime I brought in a new photo / edited a pic so I am hoping that all my photos are saved to the cloud somewhere under this old email account but I just need access to it!

SO IN SHORT - How would I go about accessing an old Adobe ID account who's password is unknown and the email may have been deactivated by the enterprise company?

Please please please help!

Thank you in advance,

Tom.

[Email addresses removed for your protection. This is a public forum.]

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2 replies

Abambo
Community Expert
Community Expert
July 23, 2019

Discussion successfully moved from Adobe Creative Cloud to Enterprise & Teams

With Adobe enterprise, I think the data belongs to the company, where my Adobe teams account keeps my data with me. So if you had a teams license it may be that the data is still accessible.

However, always when changing the employer, you need to decide what your personal data are that you could eventually migrate and what your employers data are, that you need to leave. Normally all data are your employer's!

ABAMBO | Hard- and Software Engineer | Photographer
jane-e
Community Expert
Community Expert
July 23, 2019

Hi Tom,

Contact Customer Care here: https://helpx.adobe.com/contact.html

~ Jane

Participant
July 24, 2019

Hi Jane,

That link is not very helpful. Where specifically on that page do I contact someone who can help me out? I would love to be able to chat to someone on the phone if that's possible?

Thanks,

Tom.

Abambo
Community Expert
Community Expert
July 24, 2019

Look for the call-out box at the right bottom corner: .

If you get a phone number you can also try to call Adobe.

ABAMBO | Hard- and Software Engineer | Photographer