I WANT TO RECOVER MY ACCOUNT !!!!! WHY YOU GUYS KEEP PUNISHING THE VICTIM???

[Dazzling_workmanship9453]

Tonight, when I tried to open Photoshop, the login pop-up showed up, asking me to re-login. I tried to do so, but then it told me I must reset my password. So, I press 'Get 2FA code from Email' - done, but then it asks me to get a second 2FA from SMS - from an older phone number that I no longer have access to. I was stuck there - I couldn't log in, couldn't reset my password because it kept asking for the old phone number for 2FA. I've tried to call support, but they couldn't do anything either. I am going crazy because I really have to work. WHY WOULD YOU NEED TWO 2FA CODE???????

By the way, the account email is similar to this account, but ends with 10 instead. I tried to call support twice, but the line was shut down by the automated system because the holding time was too long. The guy in the call was extremely unprofessional, spent 2 hours waiting, and gave no direct answer, only trying to scam me into purchasing my plan all over again in the new account. And why would you think this is ok to lock people out and force people to reset their passwords without their authorisation??? I did not ask to reset my password!!!! 

[edited by moderator]

[kglad]

start here, https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

ONLY IF YOUR ACCOUNT SHOWS A SUBSCRIPTION WITH NO PAYMENT PROBLEMS, proceed to these steps -

https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

and if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

additionally, below are solutions some users reported:

if those all fail, change your cc language. eg, try international english

if that fails, change the install location

[Jeffrey_A_Wright]

Dazzling_Workmanship, thanks for posting about your problems accessing your Adobe account. There are no support cases or active subscriptions under the account you used to make this public discussion forum. What Adobe software or service are you trying to access?

Please see https://adobe.ly/3JwPS1f for information on how to request a password reset. You can also find more information on adding or adjusting additional email addresses to secure and maintain access to your account at https://adobe.ly/45RTYZ4. ^JW

[Dazzling_workmanship9453]

The account is <Removed by Moderator>, I cannot log in or reset my password because it keep asking for 2FA code from my old phone, despite I click get code from email multiple times. I've made a new account to ask in the forum.

The account have linked to two emails but as I said - the problem is in the reset page it keep asking for a phone SMS 2FA code no matter what even I click using email. I no longer have the access of the old phone number. 

[Jeffrey_A_Wright]

Thanks for the update, Dazzling_Workmanship, but you will want to avoid posting personal details in a public discussion forum.

Please follow the instructions at https://adobe.ly/4mz8uvZ and click on the link Contact Customer Care on the document. You may want to start the process with another device, Dazzling_Workmanship, as you may have been previously blocked and then redirected to this community forum on the current device.

You can access the information and links at https://adobe.ly/4mz8uvZ on any device, so please use a smartphone or tablet if you can not reach us on your computer, Dazzling_Workmanship. ^JW

[Dazzling_workmanship9453]

Hello Jeffrey

Thank you for your time and reply.

But in the link you provided, I don't see any option with "Contact Customer Care on the document", can you please indicate where that option is? Thank you so much. 

[kglad]

look for an icon at the lower right.  make sure you're using a browser that supports popups and allows cookies.

[jane-e]

@Dazzling_workmanship9453 

It doesn't say Contact Customer Care. As kglad says, the chat icon lingers in the bottom right.

If you don't see it, try this link to auto-open the Chat:
https://helpx.adobe.com/contact.html?rghtup=autoOpen 
Type "agent" to get a human.

Jane