What to do when Adobe won't let us change the billing email address?

[SC-Agency]

I have chatted 3 times with Adobe and they don't understand.

I used to use info@companyname.com for my Creative Cloud and Billing. We changed the company name and Creative Cloud login to info@NEWcompanyname.com.

But all billing emails come to the old info@companyname.com address. In fact, it says I have to access my Creative Cloud with that old address too which doesn't work.

There is absolutely no place in the Profiles or Account section online to change your BILLING email, only your Creative Cloud account email. We have triple checked our verified primary and secondary email accounts on file and they are NOT the old address that Adobe keeps using.

All the threads here say I need to contact a chat agent. I've talked to 3 and they say they can't find the old address or can't change the billing address.

Come on Adobe! Has anyone been successful in fixing this? I'm thinking about asking Adobe for a domain and email cost discount on my annual plan to preserve an old domain.

[kglad]

do you have a teams or enterprise subscription?

are you the owner (not just admin) of that subscription?

[SC-Agency · Accepted solution]

After 4 months of multiple chats and 7 missed promised callbacks from Adobe I was able to get someone at Adobe to change my email address for my billing. They admit in the attached screenshot an Adobe customer can NOT do this themselves. With all the AI Firefly and innovation from Adobe this seems unbelievable a customer can't change their email address. Hope this answer helps someone else not waste many hours of frustration.