when trying to change email on account, I get a message that the "new" email is already in use

New Here ,
Apr 09, 2021 Apr 09, 2021

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I am trying to change the main email that my account is registered under, as it is under a previous employee's email address. I want to change it to my email. 

 

Whenever I share documents, they appear as if they are coming from the prior employee's email.  I have changed my profile name, so that it has my actual name, but I haven't been able to change the account email address successfully. 

 

I have removed my email as the secondary email on the account.  I have also deleted an unused Adobe account registered under my email.  But when I try to change the active account's email to my address, it tells me 'email already used'.  

 

I tried logging in to Adobe using my email, and got a notice that my account had been deleted, which is as it should be.  So, why can't I set my email address as the primary one on the active account?  

 

Thanks in advance for any help you can offer!  

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General troubleshooting, How to

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Most Valuable Participant ,
Apr 09, 2021 Apr 09, 2021

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You can't reuse an deleted account right away. Some people report that in a few months you can. Really, you needed to get Adobe to sort this out for you, or your local admin if it is an enterprise account.

(Note to readers: the regular retail licenses for Acrobat CANNOT be reassigned to a new person, it is a breach of the license. Yes, even if the company pays and the member of staff leaves; they get to keep the subscription as a gift from the company, who cannot cancel the account or payment. Other possibilities exist for team and enterprise account.)

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