Participant

Answered

Fraudulent Activity Detected My Account. HOW?

Forum|Forum|1 year ago
April 13, 2024
6 replies
8081 views

I living in Turkey and purchased an annual subscription (from adobe.com) Creative Cloud ALL APPS 100 GB on 03.04.2024... I was using that original apps on my iMac and Macbook Air. AND I did not share my password with anyone.

Yesterday i just received an e-mail stating that my account has been canceled due to fraudulent activity. When I check my account, I see that it has been converted to a free membership.

I don't see any reason for my account to be closed. In rare cases, VPN may be turned on on my computer, but I live in Turkey and had been using it authentically for a long time before this annual subscription.

I occasionally (once or twice a month) go to the Turkish Republic of Northern Cyprus and used the IP there, but this country is only recognized by Turkey and the same currency is used there.

I can't see any other reason for my account to be closed. During my conversation with the customer representative yesterday, she said that this review would take between 5-7 business days. They advise me to create a trial account during this process! An account that I have been paying for for years and purchased annually last month was cancelled.

Attached you can see the conversation and invoice. Has anyone experienced this ridiculous situation? Or is there any solution to this ridiculous situation?

Adobe_Chat_Transcript_4-12-24.pdf

03-03-2024_AB03879900319CTR.pdf

Account management

Correct answer GungorMe

Adobe replied my case after few days and it resolved.

G

GungorMeAuthorCorrect answer

Participant

Adobe replied my case after few days and it resolved.

kglad

Community Expert

good to hear from both @MESUT3696415348wm and @GungorMe

and thank you both for the follow up.

M

MESUT3696415348wm

Participant

After few days it resolved. Thanks all and Adobe!

C

chndmrl

Participating Frequently

As a turkish citizen, same thing happened to me on the same day as well but my account turned into business account instead of free account. I don't have access to my account and subscription anymore and have been told to create a dispute with my bank for a refund.

I assumed this incident was caused due I've installed apps on both my computers (personal and work) and due business computer installation and thus my account has been converted into business/teams account but the thing is I'm a software (backend) developer and lightroom/photoshop was only purposed for personal usage and not related to my work nor to my employer. Also I remembered that when purchasing this subscription, i was using a virtual card provided by my bank (as always when purchasing from internet) and it didn't work out a couple of times and had to use physical card number. May be those retries are the reason, who knows? I'm also waiting a response and details from adobe but they don't disclose any details why it has happened, so I think it can happen in future due some adobe data engineer runs a wrong query to detect fraudulent activities and let it happen again.

Most frusturating part is I didn't have any backups of my photos since everything is on cloud and very "safe" right? and all the data is gone after an email without any notice. Really customer oriented company.

kglad

Community Expert

it seems like alot (or all) of this is related to purchases from turkey.

and you can install your cc apps on an unlimited number of devices (as long as you don't share your apps with others).

P

papaya1993

Participating Frequently

Not exactly, I'm from another country with the same issue.

Nancy OShea

Community Expert

While your account is being reviewed for suspicious activity, did you create a new trial subscription to use in the meantime?

That's all we can suggest.

You'll just have to be patient while your account is being audited.

Good luck.

Nancy O'Shea— Product User & Community Expert

kglad

Community Expert

you have to wait for adobe's response to your contact while they investigate.

https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

R

Ramonchito27723680m8iq

Participating Frequently

I have similar case. I took to chat support and even arranged call back from agents. It was a verfy disappointing experience with the agents. One even hang up on my call while I was talking - and I received email stating that the case # attached to the fraudulent activity link to my account is already closed. When I escalated same concern further, an investigation was conducted for 3 days, and they said that they can no longer assist further due to fraudulent activity. No further reason was provided. Everytime I brought issue to chat support - they would leave support and refer to a fraud team, and same loop happens.

When I requested for refund since I already paid plans, they refused to refund again providing same reason that my account is link to fraud.

I am no longer raising the cancellation subscription, but at least return my payment. Adobe continuously denied assisting me. This is unfair and not the way I was expecting to be treated from a giant Adobe enterprise. I am extremely dissatisfied. They cancel subscriptionn and did not return my payment.

Any similar experience please share.

R

Ramonchito27723680m8iq

Participating Frequently

I'm using Adobe for my work. And suddenly it was linked to fraud...
By @Ramonchito27723680m8iq

===========

Did you share your Adobe log-in ID and password with other users?

No. It's just me using this account of course.

John T Smith

Community Expert

This space is provided by Adobe, but this is not Adobe support
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that wait times are sometimes long before an agent responds
.
You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
You MUST also allow 'cookies' in your web browser for the link to work
This will NOT work if you are using a VPN
.
This link will go directly to the chat option
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent in the lower right, without the quote " " marks
or
X (aka Twitter) tweet @AdobeCare
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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