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J
johnh30750741
Participant
October 11, 2022
Answered

Access to account

  • October 11, 2022
  • 4 replies
  • 582 views

Adobe has closed my account. I can't access my account to pay because Adobe has the wrong email address. I have a workaround on my phone so can post here but not my laptop for exporting and signing. I really need to get Adobe on my laptop. Please help! Thanks

This topic has been closed for replies.
Correct answer kglad

@johnh30750741, again, 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

4 replies

J
johnh30750741Author
Participant
October 12, 2022

Hi,
Thanks for your help. I am replying via email because I cannot access my account online. Adobe has two email addresses for me. My correct email address is [personal information removed in compliance with Adobe's privacy policy]. However, Adobe uses another address to send requests for authentication, [personal information removed in compliance with Adobe's privacy policy]. As a result, I cannot access my account and cannot change my email address.
I have tried the chatbot but without success.
I have tried to find someone in Adobe who does not require account authentiation and have sent emails to, eg, media and investor relations, but no reply.
I have input my correct email address but Adobe says this is already in use. It is in use - by me!!
I would be grateful for help.
John

J
johnh30750741Author
Participant
October 12, 2022

Hi,
I am replying via email because I cannot access my account. I am registered with dual authentication but Adobe has the wrong email, and so I cannot access my account. My correct email address is [personal information removed in compliance with Adobe's privacy policy]. Adobe sends requests for authentication to [personal information removed in compliance with Adobe's privacy policy] so I cannot access my account.
Thanks for your help
John

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 12, 2022

these are user-to-user forums.  we can't fix, work-on or even see your account.

 

so again, contact support.  you may need to use the phone or twitter.



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

    J
    johnh30750741Author
    Participant
    November 3, 2022

    Thanks for this, I sent a DM via twitter and got a quick reply and the problem is sorted.

    LinSims
    Community Expert
    LinSimsCommunity Expert
    Community Expert
    October 11, 2022

    Let me move this to the Account, Payment, & Plans forum for you, which is the appropriate forum for your question.

    * The Using the Community forum is for help in using the Adobe Support Community forums, not for help with specific programs, installation issues, or account issues such as subscription questions or billing problems, or generalized questions about Creative Cloud services.
    * Questions about business plans should be posted in Enterprise and Teams 
    * Product questions should be posted in the associated product community.
    * Installation questions should be posted in the Download & Install community.
    * Account issues, including subscription questions or billing problems, should be posted in the Account, Payment, & Plan community.
    * Questions about the Creative Cloud desktop app or general questions about apps in the Creative Cloud should be posted to the Creative Cloud Services community.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    October 11, 2022

    here's how to restart a suspended plan, https://helpx.adobe.com/manage-account/using/renew-restart-extend-membership.html

     

    if that fails to help you, 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

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