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The adobe.com web site - Account Inforation page broken

New Here ,
Jun 20, 2012 Jun 20, 2012

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Guys the page:

https://www.adobe.com/account/account-information.html

is broken.  I've tried in Chome and IE.

There is currently no way (I can find) to change my adobe password.

Please rectify.

This may not be the correct forum but seriously trying to find a general tech support contact for you guys is pretty much impossible, I even tried Bing.

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Adobe Employee ,
Jun 21, 2012 Jun 21, 2012

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Hi Guido,

I am able to reach to that page (using IE, Chrome, Firefox) and change my password!

1. Click sign in on www.adobe.com.

2. Provide credentials to reach this page: https://www.adobe.com/account.html.

3. Click either My Adobe ID, or My personal profile. It redirects me to Personal Info tab on a page titled 'Edit your Adobe account information'.

4. Go to the adjacent tab, Adobe ID. Click change password.

5. Provide a new password and click Update.

Does this work for you?

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New Here ,
Jun 21, 2012 Jun 21, 2012

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Ahhh, well then it must be something account specific. Please use my account to reproduce (if you have a way of simulating users).  Anyway, a step be step to reproduce using my account is:

Click My Information on the menu:

1.jpg

Then the page loads as expected (but wait...)

2.jpg

After a second or 2 another request initiates and a loading panel pops up on top of this page.  This request is not initiated by me.  Its an automatic request.

2.5.jpg

And that request then takes me to your 404.

3.jpg

Which has a very nice link 'Send us an email' which I thought would be a great way to report this, instead it takes me to your spaghetti, pick your destination mess.   But thats another issue.

Thanks

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New Here ,
Jun 24, 2012 Jun 24, 2012

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Hi All,

So I tried again this morning and the bug above is fixed.  However, now when changing password everything appears to be correct but when signing out and trying to sign back in it still uses my old password.  So....

- Log in (username: gatapia)

- Go to account information

- Account Information Page says my username is my email (not gatapia as I entered in the login, note, I cannot log in with my email, it has to be 'gatapia')

- Change password:

  - Put my old password in the old password field

  - Put my new password in the new password / confirm field.

  - Press save (all green ticks appear)

- Sign out

- Sign in

  - Error: Invadil details

  - Try again with old password and it works

Seriously guys..... I just want to change my passwords as I've had a password hack on another site.  This is pretty basic stuff........

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Adobe Employee ,
Jul 10, 2012 Jul 10, 2012

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Hi Guido,

Were you able to change the password? If not then I can internally sync up with the support team and let them know if any issue.

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New Here ,
Jul 10, 2012 Jul 10, 2012

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No cannot change my password yet, I even tried 'Forgot Password' hoping it would reset my password but that did not help. If its too much trouble to fix then please just delete my account.

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Adobe Employee ,
Jul 10, 2012 Jul 10, 2012

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Sorry to hear that Guido. I shall contact the support team who maintains adobe.com accounts and request them to take a look at this thread. It may take a few days to close the issue, so please bear with us.

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Adobe Employee ,
Jul 26, 2012 Jul 26, 2012

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Hi Guido,

The support team made some change to the account today. They request you to please try changing the password again. This time we hope it to work as expected. Let me know if you are able to successfully change your adobe.com password.

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New Here ,
Jul 26, 2012 Jul 26, 2012

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Wooo hooo it worked!!  We'll kind of.

Logged in on chrome, went to My Information and the screen locked, just like screenshot 3 above.  So I tried IE and it worked.  I changed my password and it stayed changed!!!!!

Thanks

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Adobe Employee ,
Jul 26, 2012 Jul 26, 2012

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Glad to hear that Guido.

Have a productive stay on adobe.com

PS: As I said this took longer than expected. The support team mentioned that they  changed some property for your account for good. You should not face this issue anymore.

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Guest
Aug 16, 2012 Aug 16, 2012

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Hi Ashish,

I have exactly the same problem as Guido. I would like to update my address to my residence in Europe to benefit from the speciall offer to upgrade to Creative Cloud for CS customers (not available in Singapore). Unfortunately I can't access my account page so I can't update my address. Can you do something quickly as the offer ends in two weeks?

Let me know if you need additional information.

Thanks in advance for your help.

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Adobe Employee ,
Aug 16, 2012 Aug 16, 2012

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I believe you should be able to update it right away? Are you not able to update your address in your adobe.com profile?

I don’t know how soon I shall be able to help you. I shall try reaching out to the support team (I am not in the Support team in case you were wondering!)

I’d suggest that, in parallel, you also try via the official route of calling support folks.

regards,

Ashish

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Guest
Aug 16, 2012 Aug 16, 2012

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Thanks for the quick reply, I will definitely try to call the support. Just to give you some more details, if I try to go to my profile, the profile pages shows up for a second, then I am redirected to this URL, which goes to a 404 error page: https://www.adobe.com/cfusion/membership/index.cfm?nl=1&nf=1&view=snMemActDtls&tab=personal-info&loc...

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Adobe Employee ,
Aug 16, 2012 Aug 16, 2012

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Oh well… Sounds like the same issue!

I shall shoot an email to the Support team right away. Please bear with me.

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Adobe Employee ,
Aug 21, 2012 Aug 21, 2012

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Apparently there is some known issue that will be fixed soon. Meanwhile, can you please access http://www.adobe.com/sea instead of www.adobe.com. Pls let me know how it goes.

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