I WANT TO RECOVER MY ACCOUNT

[oneshinigamiz]

Months ago, I lost my old cell phone along with my chip and all my authentications are linked to the old number. I urgently need to recover my old account, but I can't because I lost the password AND ADOBE DOESN'T HELP MY SITUATION. I JUST WANTED TO CHANGE MY CELL PHONE NUMBER TO CHANGE THE ADOBE APP AUTHENTICATION AND CHANGE MY PASSWORD, I'M GOING CRAZY ALREADY. CAN SOMEONE HELP ME WITH THIS?

[John T Smith]

This is a public forum, not Adobe support... others users here can't help with an account problem

If you don't know your password I don't think Adobe will be able to help... you MUST have the information to prove your identity, or Adobe is going to think you are someone trying to steal an account

If an employee see this message you may get other advice

[oneshinigamiz]

I know, but I can't get in touch with Adobe to prove my identity. So the only option I had was to post on the public forum.

[kglad]

you'll need an adobe employee to tell you the next step.

@Jeff_A_Wright 

[Nancy OShea]

If you've lost the phone number associated with your Adobe account, you can still access it by using the email address linked to your account and following the password reset instructions. 

Select Use another method to receive the code in the sign-in screen. Then, follow the onscreen instructions to send the code to your Adobe account email address.

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

Hope that helps.

[oneshinigamiz]

Unfortunately, when I try to recover my password, Adobe does not give me the option to recover it by email, only by number or through the authentication application.
The only option she gives me via email is to receive the code.

[Nancy OShea]

You'll need to:

1. Send CODE to email.

2. Reset Password.

[kglad]

by chip do you mean a physical sim card?

[oneshinigamiz]

Yes, I lost the chip and my number because I couldn't port it to a new number, the operator didn't authorize it, so I had to change my number.

[Jeffrey_A_Wright]

@oneshinigamiz I am sorry that you lost your cell phone and access to the phone number. I don't see any active memberships, recent purchases, or even a phone number assigned to the account you used to post to this public discussion forum. Have you inquired with your cell phone provider to see if you can regain access to the phone number you used for your other Adobe account?

Please follow the advice provided by @Nancy OShea and complete the steps listed in https://helpx.adobe.com/manage-account/using/change-or-reset-password.html to request a password reset for the account you are attempting to regain access too. You will need to use your backup verification method as described in https://helpx.adobe.com/manage-account/using/secure-your-adobe-account.html if you no longer have access to the phone number you used to secure the account, @oneshinigamiz .

Please also bookmark https://helpx.adobe.com/manage-account/using/change-email-address.html which provides information on how to assign additional e-mail addresses to help secure your account, in the future, and prevent a loss of access.