Account Deleted for Fraudulent Activities

[Alex28109264zl6w]

Hi,

Our enterprise account was deleted out of the blue for fraudulent reasons stating: "our fraud prevention specialists detected fraudulent behavior concerning your Creative Cloud All Apps subscription".

The account consisted of several adobe license and 1 crective cloud license. Everything was purchased under Adobe directly. The Creative Cloud License wasn't shared with anyone and I was the sole user for it. I've already talked to support and there is nothing they can do. I've lost all my files on the cloud.

While this is a hard-learned lesson to back things up with Adobe, I'd never expected a platform to just delete everything without notifying a user and giving them a chance to justify.

Would you guys be able to help me clarify what could be the fraudulent activity? Support wasn't able to go into more details for security reasons.

[kglad]

any use or contribution to stock?

[Alex28109264zl6w]

No use of adobe stock.

[kglad]

then there could have been a non-enterprise member assigned a license or a non-enterprise member using a license.

[Alex28109264zl6w]

Thank you for taking the time to norrow it down.

I was in charge of assigning licenses to users. We've never assigned one to someone who wasn't listed in our user list. Do you know how it could have been assigned outside the admin platform?

[kglad]

no.

but your users could have shared...

[Alex28109264zl6w]

You mean share the login details, right?

[kglad]

correct, unless you have designated computers 

[Alex28109264zl6w]

Thank you! I'll look into it with my users.

[kglad]

you're welcome.  keep us updated.

[Abambo]

You are the contract owner?

For sure, I would escalate this. I don't think that you can do much fraudulent activity, except reselling licences to other users. At any stage, only administrators can allocate licences to users and can use the admin console to do admin work, like creating install packages.

As for allocating licences to users outside of your organisation, that is not a fraudulent activity, if they are doing work for you, like a freelancer you hire for a job. That has specific advantages for you as a company, and a freelancer can have assigned different licences from different customers. 

As a customer, I would find it difficult to get locked out of a valid contract without a concrete reason. You will need to escalate the issue with support.

[Alex28109264zl6w · Accepted solution]

UPDATE

Thank you everyone again for your advice. Here is what happened for future reference.

Adobe tried to process the monthly payment on a card we had canceled due to fraudulent activity but the person in charge had failed to update the payment details. Adobe apparently sent us an email to let us know and give us a heads up but we never received that email. They then proceeded to delete the whole account on the suspicion of fraudulent activity.

Unfortunately, there is no way to recover the lost files as they deleted the account for good. From now on, I’ll do monthly back ups of the cloud files.

[kglad]

@Alex28109264zl6w 

thanks for the update.