Account email typo, cannot change the email address and PINS to install set to incorrect email

[coryg29306022]

Basically Adobe was purchased through dell and when activating the license the email address had a typo that I apparentely missed.  So It assigned that license to an incorrect account.  I log into said account and I cannot change the email address until I verify it, which I cannot.  I then called and asked if they could just move the email to the appropriate account and the lady I spoke to seemed pretty clueless.  They said they would escalate and get back to me in 5-7 days!  So in those 5-7 days (if they even get back to me) I cannot use this product I purchased.  I attempted to just log in to adobe w/ this new account but it's sending a PIN to an address which I do not control due to the typo obviously.  If it was just a gmail account something I could create that account but this is under and ISP and I cannot add this account.  Does anyone have any suggestions how we can fix this??

Thanks
Dave

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community bugs">

[kglad]

https://helpx.adobe.com/manage-account/kb/account-password-sign-help.html

[Jeffrey_A_Wright]

Cory, I am sorry you redeemed your software license provided by Dell to the wrong account. I reviewed the account you used to post to this public discussion forum, but I don't see any recent support, and the account seems well-established.

If you mistakenly redeem your code to an account that you cannot access, then please contact the provider, in this case, Dell, for a replacement code. I would recommend you verify you are logged in with the correct account when you complete the redemption code process listed at https://adobe.ly/4nnobqg.

For more information on using redemption codes, see https://adobe.ly/47BNLDh. ^JW

[coryg29306022]

Jeffery, this is for a different account.  I sent you a private message w/ those details.

[kglad]

did you try the steps for accounts made with incorrect emails?

[coryg29306022]

Yes, you canot change a primary account email until you verify it.  I cannot verify it as the email to verify is sent to an incorrectly typed email address which I have no access to.

[Jeffrey_A_Wright]

Cory, you are correct, you won't be able to change the email address because you have not completed the verification process. Please make sure to let Dell know that you redeemed the code to the wrong account when requesting a replacement code. ^JW

[coryg29306022]

I did and haven't had much help.  I did send you a private message w/ the account info, did you receive it?  Also the case # is ADB-41579373-N2K2

[Jeffrey_A_Wright · Accepted solution]

Thanks for the update, Cory, this is a public discussion forum, we do not provide support via private message. You can use the steps listed at https://adobe.ly/4go4aOa to make any updates to your active support case.

For future viewers of this discussion, please verify that you are logged into the correct account before you redeem a redemption code. If you encounter any problems with the code, including redeeming it to the incorrect account, you will need to work with the code provider for a replacement or refund.

Cory, please continue working with our support team, but you may also want to reach out to Dell, if you haven't done so already, to begin the process of requesting a new code that you can use on the correct account. ^JW

[coryg29306022]

Unfortunately I came here because the phone support hasn't been much help to this point.  I have no why idea this is so complicated NOR why adobe allows a license to be tied to an account that was just set up and doesn't have a verified email address.  Horribly flawed system.

[coryg29306022 · Accepted solution]

Finally got this resolved but Adobe made it entirely too difficult.  They ended up closing my case w/o contacting me.  I found out they emailed the new code to the INCORRECTLY spelled email address that I told them were could not verify/view!  You can't make this stuff up.

Thanks adobe, you make it so easy  to move away from your products.