Trying to change primary email address to new address!

[jmillsp]

Frustration has set in. My "Manage account" shows my email address  as primary but I need to change it as I am losing that email address. When I try to change it to the new one, the system tells me the account already has that named address, even though it is a new address and not the one shown as primary.  In trying to talk to support via chat, they tell me that my old email address that I need to change is NOT listed as one that has an account associated with it. If that is the case, why would it be listed as PRIMARY email and the new one I am trying to use, they say I can't use because it is already associated with the account. Which I can't find it associated anywhere!! So confused!

[Mod: Moved to the Account, Payment & Plan forum]

[kglad]

then start to change your plan and see if you change the email, https://helpx.adobe.com/manage-account/using/change-plan.html

[Shivangi_Gupta]

Hi @jmillsp,

We appreciate you reaching out. I could not find any plan associated with the email you used to post your question on this community. Did you subscribe using a different email address? Please it with me through direct message. I'll look into the details.

^Shivangi

[jmillsp]

That is what I can't figure out!! From what I am understanding, somehow my email address of <Removed by Moderator> is not showing as a registered email address but when I look at my account, it is shown as the primary email. <Removed by Moderator> is shown as secondary now. I just added that secondary one yesterday. Since I will be losing the iowatelecom.net address, I wanted to change it to the gmail address. 

[Jeffrey_A_Wright]

Jmillp, sorry for any confusion. I edited your post to remove your personal information from this pubic discussion forum.

I do see your recent interaction with our support team under case ADB-41290178-H6Z7. You can use the steps listed at https://adobe.ly/41ii4ed to review any of your recent interactions.

If you still need additional help adjusting the email address associated with your account, click on https://adobe.ly/45q6lwH to begin a secure chat with a member of our team who can assist you further. ^JW

[jmillsp]

I had a chat yesterday and they told me it could not be changed as it was already in use. Makes no sense to me. I have no idea where it is being used at when it list my primary as the one I want to change but yet, the primary one isn't associating me with my account, according to Adobe, even though it is listed as my Primary when I look! I feel like I am at a dead end. Maybe I don't need to worry about it.

[Jeffrey_A_Wright]

Jmillsp, you can use the instructions in https://adobe.ly/4mYacHn to view and modify the settings of the primary and secondary email addresses associated with the account. It is normally a self-help process, so if the settings meet your expectations, then there is no need to reach out to us again.

If you do receive an error, then don't hesitate to click on https://adobe.ly/4oRVKCv to open a secure chat with a member of our team who can help you further. ^JW

[jmillsp]

Yes! I did all of that including reaching out at the virtual assistant who finally put me through to the live person that I spent about an hour trying to get it resolved. She told me that I couldn't change my primary to the one I need it changed to because the one I need it changed to is already associated with my account. How, I don't know but something is wrong somewhere and seems no one can change it.

[Jeffrey_A_Wright]

Jmillsp, you already created an account under the Gmail address, which is why you were blocked from updating it. The suggestions offered were to use the license transfer process listed at https://adobe.ly/3Jn5B2N to transfer any needed software titles to your existing Gmail account.

If you don't need the current Gmail account, you can use the steps at https://adobe.ly/41KQkPA to delete it. However, the process will take a while before the address is available again.

Whichever route you take, please make sure that you have added a secondary email address to the account that you will no longer have access to. I don't know if you will be blocked from adding the Gmail address, since it is tied to another primary account, but if so, then you may want to set up a temporary email you can use, Jmillsp, until the account deletion process allows for your preferred email address to become available again. Instructions on how to add and change the secondary email address can be found at https://adobe.ly/45IjVum. ^JW