Inspiring

Answered

Adobe Pop-Up Telling ME Multiple Users are Using My Account

Forum|Forum|11 months ago
March 17, 2025
7 replies
5040 views

Every day when I open Adobe I get a prompt telling me to change my password due to multiple users using my account. I check the devices on my account and there are only two. My home desktop and my work desktop. I use both daily and have never had this issue. I changed my password the first time I got the pop-up, but it persists daily. Usually I can bypass the pop-up by by hitting "learn more" and have been doing this for the last week.

Today Adobe forced another password change. I chatted with a live agent and the agent told me I should sign out of a computer every time I'm not using it or upgrade to a team subscription. That seems ridiculous to me considering Adobe allows two computers per user.

Is this a new Adobe policy or do I need to change something on my end?

Account management

Correct answer jonaht39973900

You are welcome, Jonah! ^JW

Spoke with an agent. They said it was a licensing issue and resolved the problem. Thanks for the help JW and kglad.

Ged_Traynor

Community Expert

@responsible_innovator5 there’s a similar thread here, the OP reported that it was a licensing issue after speaking to an Adobe agent, might be worth contacting Adobe support

D Fosse

Community Expert

How many “multiple devices”? More than two?

You can have two activated installations, but they cannot be used simultaneously.

responsible_innovator5

Participant

dont have multiple users, I have multiple devices. Recently I have been having prompts that someone else is using my account. I dont know what this is exactly since I have not shared my password.

J

jonaht39973900Author

Inspiring

It looks like the issue might be due to having Adobe apps open on a second computer while using CC on another computer.

"You can install Adobe applications on more than one computer, activate them (sign in) on two, but use them on only one computer at a time. To activate apps on a third machine, you’ll need to deactivate (sign out) on one of the two current computers first."

I'm notorious for leaving an app open and not quitting it on a second computer. Although until a month ago, this had never been an issue. I am not actively using them on two computers at once, but it might be reading it that way if an app is open but not actively being used.

kglad

Community Expert

adobe can't (i don't believe) determine if an app is being used.

J

jonaht39973900Author

Inspiring

After this issue was resolved it began happening again. I contacted Adobe support a second time and was told it was because I was signed into multiple devices at a time. I'm only activated on two devices and don't use them in tandem. I've never had that issue before and thought per Adobe's guidelines two computers could be activated on two devices at the same time.

Did this policy change?

B

barrym27305025

Participant

I've had the same issue appearing now as well. Two devices, one in my loft, one in my study, and have always been able to work on one and then the other (i.e. if the kids need to use the loft computer) without issue. The support agent now tells me "they have detected me using multiple devices at once", (which in itself is some properly creepy language) and I have to sign out of one computer whenever I move to my other one, and vice versa.

kglad

Community Expert

I did, it settled for a week and then started harassing me the last few days again. 10 minutes ago, it popped up with the same thing and when I tried to close the irritating prompt it closed all my Adobe apps (Illustrator and Lightroom) without any warning. This is such a balls-up from Adobe.

@barrym27305025

you did what? you used your account page to sign out of all devices and you have 2fa enabled?

Jeffrey_A_Wright

Community Manager

Jonah, I am sorry you keep receiving a message asking you to reset your Adobe password. I reviewed the account you used to post to this public discussion forum, but I don't see any interactions with our support team. You can find information on how to further secure your account at https://adobe.ly/4idY6aY.

Did you use a different account to contact us? You can find information on how to review your support case history at https://adobe.ly/3XWDZG1. ^JW

J

jonaht39973900Author

Inspiring

I did use the same account. It would've been around Wednesday of last week. I have 2FA on and usually get promoted to use the Adobe Authenticator app when signing in. I have both my email and text as an option as well. I've had that enabled for at least a year or two and haven't had any issues like this one before.

kglad

Community Expert

enable 2fa

J

jonaht39973900Author

Inspiring

Can confirm 2FA is on and has been on for a few years now.

Jeffrey_A_Wright

Community Manager

I am very concerned that you posted you spoke with someone from Adobe, Jonah. I don't see any interactions under your account. In addition to two-factor authentication, you can also use the steps in https://adobe.ly/429uvtv to add a secondary e-mail address to further secure the account.

Do you see the same prompt to reset your Adobe password on both computers? Have they been checked for malware and viruses recently? ^JW

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