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Unable to signin to Adobe XD as I lost access to the email.

New Here ,
Jul 01, 2021 Jul 01, 2021

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Hello, I always signed in to Adobe XD using my google email address. Now I lost access to the email and therefore to Adobe. What can I do to restore access to my account?

 

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Adobe Employee ,
Jul 01, 2021 Jul 01, 2021

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Hi there,

 

Sorry to hear about the trouble. Since this is an open forum so because of data privacy, I'd request you to contact us directly using this link https://helpx.adobe.com/contact.html and our support team would be able to help you with this.

 

Regards

Rishabh

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New Here ,
Jul 02, 2021 Jul 02, 2021

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Hello Rishabh, can you please help me further? The link leads to this page (see attachment), I tried to go to different places from there but can't find any exact contact form or something similar, only articles with information which could not help me yet.
Most of the time when I press something related to "contact us", I get redirected to this same page that you sent me and it's a loop.

Tanja5FEF_0-1625230312437.png

 

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Adobe Employee ,
Jul 04, 2021 Jul 04, 2021

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Sorry for the delay in response. Please click on Help & Support and then Contact US. Let us know if you need any further assistance.

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New Here ,
Jul 06, 2021 Jul 06, 2021

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Hhmm, when I press "contact us" button nothing happens, literally 😞
Something doesn't work

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Adobe Community Professional ,
Jul 07, 2021 Jul 07, 2021

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Hi Tanja,

don’t you open the chat panel at the bottom right?

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Adobe Employee ,
Jul 07, 2021 Jul 07, 2021

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Hi Tanja5FEF,

 

Sorry to hear you are having trouble contacting our support team. Would you mind telling us if you were using XD for free or on the paid version? When you say you lost access to your email you mean your google email address that you're using is changed? 

 

Could you please share the Adobe ID that you're using and the phone number with me over a Private message so that I can check your account details?

 

I will try my best to help.

 

Thanks,

Harshika

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New Here ,
Jul 07, 2021 Jul 07, 2021

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No, it doesn't open. I don't know why

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Adobe Community Professional ,
Jul 09, 2021 Jul 09, 2021

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Hi Tanja,

did you also try a different browser?

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New Here ,
Jul 09, 2021 Jul 09, 2021

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That worked, thanks!

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Adobe Community Professional ,
Jul 12, 2021 Jul 12, 2021

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Hi Tanja,

we are glad that your problem has been solved 🙂

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New Here ,
Jul 13, 2021 Jul 13, 2021

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Well, I managed to reach the support but the problem was not really solved unfortunately 

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Adobe Employee ,
Jul 13, 2021 Jul 13, 2021

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Hi Tanja,

 

Sorry to hear that as you definitely need to log in to your previous account to transfer the docs to the new account. In that case, maybe you can check with Google if they can help you recover your account, and then you can check out this article: https://helpx.adobe.com/enterprise/kb/transfer-assets.html on how to transfer docs from one ID to another.

 

Thanks,

Harshika

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