Problem with an email and log-in into my dauthers account

[egor_0261]

Hi everyone!

My daughter have an Adobe account and active plan but she cannot logging in into account because of some problem with the email: we can send any mails and they are get to recipient but we can not recive any mails. (Adobe sending mail with verification code but we cannot recive this mails and not only from adobe)

Its a personal email adres of my daughter from school but for now admin from school cannot solve this problem.

We can send an email from this original email adress to confirm that this is our email adress. And the best option will be to change it to another email adress.

I kindly ask you for help, someone from assistance, real person who can help to solve the problem. (Virtual assistant is cannot help)

Thanks

with best regards.

Egor

[kglad]

change the email by starting with "Created your account with an incorrect email address?", https://helpx.adobe.com/in/manage-account/using/create-update-adobe-id.html

[egor_0261]

thanks for the answer,

but it doesnt work for me. from every side is verification code needed, and it cannot be delivered because

incoming mails is not coming to my daughters school email account....

Maybe you know some Adobe Support email or contact form.... I cannot find any.

with best regards,

Egor

[kglad]

what message do you see when trying to sign in to https://account.adobe.com ?

[egor_0261]

so,

I am just enter an email for my doughters Adobe account, then enter the password for this account and then I see the screen with information: Verify your identity Enter the code we just sent you to: here is email (correct email) but with mail receiving problem. 

Everithing is correct but we just cannot get this verification code because of receiving emails problem....

This account was created less than a week ago....  I enter a payment method, payment was done, but now we have this problem with an our email...

[kglad]

@Jeff_A_Wright 

[Jeffrey_A_Wright · Accepted solution]

Thanks for tagging me, @kglad!

@egor_0261 , I am sorry your daughter is unable to access her account because neither of you has access to the email account provided by the school, and used by your daughter, to create their account. If you did not set up another method of accessing the account, then your daughter will need to create a new account for any future access to Adobe services. You can find more information at https://helpx.adobe.com/x-productkb/global/2-step-verification-account-security.html.

If you are trying to retrieve the files, documents, and other assets created by your daughter, see https://helpx.adobe.com/enterprise/using/asset-reclamation.html for information on how to work with the school's administrator to reclaim the files.

Finally, I understand you still have an active plan under the account that you are no longer able to access. Please click on the contact Adobe Customer Care link under the section title Forgot your Adobe password and can't access other authentication methods at https://helpx.adobe.com/x-productkb/global/2-step-verification-account-security.html. You may want to start the process with a different device, @egor_0261, if you are unable to reach anyone on the account you used to post to this public discussion forum.

[egor_0261]

Thanks for your answer,

I understand that there is no way to get access into my doughters account....

But I really do not understand how should I cancel\delete my doughters account and active subscription. When I contact Adobe Customer Care it tells me that I should be signed in to account I want to cancel\delete - but its not possible 🙂 of course it propose me to delete this account I am writing from - I still need it 🙂

Maybe there is another solution available?

For example I can provide some data from this account, but not in a public discussion, of course. Its just to verify. Or We can send an email from correct email adress

(We cannot recieve mails but we can send an emails - its very strange but we can)

with best regards,

Egor (Yehor)

[kglad · Accepted solution]

you'll be changing plans by canceling the current problematic subscription and starting a new subscription.  just tell the bot you want to buy a subscription.

[egor_0261]

Dear @kglad , @Jeffrey_A_Wright  

The problem has been solved!

Thank you very much for your help!

Have a great day!

With best regards,

Egor (Yehor)

[kglad]

great! and thank you for the update.