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Gem24
Inspiring
June 27, 2022
Answered

Unable to change email primary address

  • June 27, 2022
  • 1 reply
  • 1207 views

Hello,

I would like to change my Primary email address to a gmail.com address I have. When attempting this a sentence appears saying my gmail address is already in use. I checked wether I had accidently started another Adobe account using the gmail address and discovered I had! I deleted this account then straight away returned to my usual account page to change the unwanted email addresss to the gmail address, (which had been used for the now deleted account). Unfortunately, I am still not allowed to use the gmail address, again being told the address is already in use. I was able to include the gmail address as a Secondary address, however this has not assisted my attempts to make it my Primary address.

The email address I want ot remove is for a business I have now closed and my ownership of the business domain stops at the beginning of December. 

Grateful for advice, thanks.

This topic has been closed for replies.
Correct answer Gem24

you're welcome and good luck.  let us know how this works out for you.


Hello,

Thought I should update this thread. Despite all your good advice, I'm sorry to say I did nothing till today.  As it is now two and a half months since I attempted to change my primary email address, I decided (without much optimism) I try again to have Abode accept my gmail address as my primary account email address. And guess what - Adobe accepted it! It seems time does make a differnce, why, I'm not sure but I am glad the problem is solved. 🙂

1 reply

LinSims
Community Expert
LinSimsCommunity Expert
Community Expert
June 27, 2022

You can't reuse an address that is in use by another account or for an account that's been deleted. You can try talking to Customer Support, but I suspect that if you want to change your account to using a gmail address, you'll need to create a new gmail address.

 

Adobe provides support through the Chat function on the contact page or through a phone call. There is no email support.

CHAT: Click the following to contact Adobe customer support staff for help:

https://helpx.adobe.com/contact/support.html

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work. Disable any ad, pop-up, or script blockers.

This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

Click the chat icon at the bottom right of the page to open a chat session.


If that doesn't work, try this link, which opens a chat window directly:

https://helpx.adobe.com/contact.html?rghtup=autoOpen


PHONE: You can also search this page for a regionally appropriate phone number for customer support.

https://helpx.adobe.com/contact/phone.html

    G
    Gem24Author
    Inspiring
    June 27, 2022

    Hi LinSims,

    Thanks for you reply. I have checked the Adobe support available to me. It seems, now that I only have an Adobe Stock account, the only support I have access to are the Community Forums. Not sure what to do. I don't want to close down my account as I sell illustrations in Stock and I may upgrade my membership in the future. A couple of questions:

    1) By making my gmail address a Secondary email address, will  my account still be able to function once my Primary address is no longer in use/discontinued?

    2) Would generating a new gmail email address, to use for the Adobe account, be the best way forward?

     

    Thanks

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    June 27, 2022

    1) it's not clear (to me) what you mean.  but see 2).

     

    2) yes, create a new gmail address and use that for new adobe subscriptions. you're bound to encounter significant problems if you try to shoehorn your cancelled adobe account (that used an old email address) into a new adobe account.  (you can automatically forward gmails and make your life easier, Automatically forward Gmail messages to another account - Gmail Help (google.com))

     

    p.s. prior to cancelling your previous account you should have changed that gmail address (https://helpx.adobe.com/in/manage-account/using/create-update-adobe-id.html) to something else.  you could have then re-used your current gmail address.

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