I am having a problem signing in to my account, have had 6 emails re password reset, but the porogramme will not accept my new password.

Report · Feb 16, 2016

I am running WIN XP PRO SP 3.0 32 bit on a desktop computer.

I was trying to save a PDF document to Adobe Acrobat, but the programme said my password was invalid, so I clicked on "I forgot my password" got the email, changed it, it would not accept the new password. All in all I ended up with 6 emails, and after 90 minutes trying to get help, I am very frustrated.

Please, how to I get Adobe to accept my password, I followed the advice/tips to the letter. I have to explain that this happens to me 2 or 3 times a year. Last year it let me sign in 3 times in a row, & I guess I got cocky!

Sadly was not to be.

HELP!!

SlimSylv

Report · Feb 16, 2016

Since this is an open forum, not Adobe support... you need to contact Adobe staff to help

Chat/Phone: Mon - Fri 5am - 7pm (US Pacific Time) <=== NOTE DAYS AND TIME

Be sure to remain signed in with your Adobe ID before accessing the link below

Creative Cloud support (all Creative Cloud customer service issues)

http://helpx.adobe.com/x-productkb/global/service-ccm.html

Report · Feb 17, 2016

Hi, John, Greetings from Sydney Australia, and thanks for your answer, I did look at that link, but to my knowledge, I am not a member of the Creative Cloud. I don't get it sorry....I just wanted someone who has had a problem like mine before to suggest what to do next....On the top of this page, it does show :ADOBE COMMUNITIES', does it not? Is this not a community forum for Adobe products?

None of the things on the page you sent me to means anything to me. I am def not a techie person, you are talking to a person who just understands the basics....an old one at that!!. Other forums I have had the privilege to ask a question of have managed to give me some really good help...I find most people are very kind & helpful, for which I am eternally grateful.... Computers these days are getting more & more technical & advanced, hard to keep up....

So, back to you, or anyone else who just might be able to help..

Thanks so much for your time, John,......

SlimSylv

Report · Feb 18, 2016

moving to Editing & Exporting PDFs forum

Report · Feb 18, 2016

You wrote "I was trying to save a PDF document to Adobe Acrobat" I'm afraid I don't understand what you mean. I'd expect a PDF document to already be in Acrobat.

Please describe the app you are running and what you do. Also, the exact words in your prompt for password could help. Remember we can't see over your shoulder - we need help from you, before we can help you.

Report · Feb 18, 2016

I was gifted a free E-Book, from a website. When it is on my screen, there is a 'SAVE' button, mid-way down the right hand side pf the screen. I click on it & it saves the E-Book to Acrobat files.....BUT sometimes, (as I said) 2 or 3 times a year it prompts me to sign in first. This is a random thing, don't ask ME why, I have no idea, this is why I am here, asking for help. I put in my password, but the programme (I assume) would not accept it & so I had to try going down the road of 'I forgot my password' (even thought I didn't) I use a Password Manager for one thing. 100% accurate, AND I have it written down as well.

I got the email to change the password, but once again, the programme would not accept my new password, As I said, 6 emails on, & I am still not able to log in.

Now, I have told you all I am using WIN XP, on a desktop, so sorry no idea what you mean when you are asking for "what app are you using" I am using Firefox as my browser, BTW. sorry, I forgot to put that in.

I am just so frustrated with the whole thing, this time it has just been worse, I changed the password, why won't it accept my new one? I do not like Adobe!! Maybe you can see why....I am just an old lady, who is not a techie, but nor am I dumb.

Oh, my....I feel so foolish, I thought I had lost all of the above. I am using a new keyboard/mouse combo & it's sooo unresponsive....I have to use a lot of force for the letters to appear.....so, next you will see the rant I did after this....SORRY!!

I hope you can see now what I am talking about. if not, just forget it.......I thought someone more learned than me might know why I was having this constant trouble with Adobe....Also know that I am In Australia, not the US....

Peace and Love, (really!)

SlimSylv

Report · Feb 19, 2016

‌The problem is that there are many different things that need passwords. It's very easy to mix up different bits of security, and so my first thought is to try and untangle that. From your question I don't know which password you are changing. so I ask, what are the exact words if the password message?