Hello! Having problem on login process due to changed phone number...

New Here ,
Mar 28, 2020 Mar 28, 2020

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Hello! 

I'm using Adobe Creative Cloud with ID given from my university.

I registered my old phone number which does not exist at this moment when I made the account and set the number as a secondary protection method.

However, I changed my phone with new number but I forgot to change the phone number info on my profile and this is causing problem using services.

 

First, I cannot change my password. Of course the verification process recommends another secondary verification method like sending code via my email, this way is not a given option if I want to change my password. 

Second, I cannot also delete the old phone number info and add a new number. This process asks the verification code sent towards the old phone number. But the only number I have right now is a new, changed number!

 

Anyone from Adobe or user who experienced this vicious cycle, please help 😞  

 

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Account management, Creative Cloud

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Most Valuable Participant ,
Mar 28, 2020 Mar 28, 2020

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This is a public forum, not the link to Adobe support
-other users here can't help with an account problem
Be sure to remain signed in with your Adobe ID before accessing the link below
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact/support.html
-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
.
Also - beware of answering anyone who sends you a private message
https://community.adobe.com/t5/community-help/avoid-phishing-3-easy-ways-to-identify-adobe-staff/td-...

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