• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
0

Help recover lost files from deleted account

New Here ,
Jul 05, 2023 Jul 05, 2023

Copy link to clipboard

Copied

I attended a technical college for 2 years to learn graphic design and they had us store everything to cloud the whole time. I got married and changed my last name during the last month of class before I graduated, and the IT team there changed my school email to reflect my married name. This caused me to lose all my files I worked on for 2 years, and Adobe wouldn't help me directly, had to have the school's IT department deal with adobe support. Basically the IT people screwed up by changing my email BACK to the original and when they did that, everything was lost? That's the answer they gave me, and that I'll never get these files back.  My portfolio was there, along with everything I worked on for 2 years and all my own small business documents, logos and marketing info. I had just gotten a new computer and was in the process of moving everything over to that, so that's why I did not have a hard copy of everything.   Can anyone offer any tips or advice for getting my files back? How do I get adobe to help me directly? Will they? I'm supposed to have access to all the adobe suite for a year after I graduate which would be next May. I'm pretty upset about this as now I can't get a job in the field I studied for because the school screwed up. 

TOPICS
Cloud storage web assets , Collaboration , File sync , Libraries

Views

385

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jul 05, 2023 Jul 05, 2023

Copy link to clipboard

Copied

timing was important. how long did it take to restore your account?

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jul 05, 2023 Jul 05, 2023

Copy link to clipboard

Copied

To my knowledge, it was never restored. The IT people changed the email back to what it was originally and that is apparently what caused issues. At no point did either account have my files after they changed it the first time. Once I brought it to their attention things only got worse.

[signature removed]

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jul 05, 2023 Jul 05, 2023

Copy link to clipboard

Copied

something doesn't make sense. even when a subscription ends, users have time to retrieve their files.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jul 05, 2023 Jul 05, 2023

Copy link to clipboard

Copied

For anyone else reading this...
You should always have a local copy of all files, not just in the cloud
If you don't have space on your computer drive use an external drive for files
A USB flash drive to carry with you... here are 2, there are many more available
PNY brand https://www.amazon.com/PNY-512GB-Turbo-Attach%C3%A9-Flash/dp/B0BF5VHLBZ
SanDisk https://www.amazon.com/SanDisk-512GB-Ultra-Flash-Drive/dp/B083ZLJ5MG
Other flash drives are 1 or even 2 Terabytes
Formatting a flash drive https://www.usbmemorydirect.com/blog/flash-drive-format-types/

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jul 05, 2023 Jul 05, 2023

Copy link to clipboard

Copied

I don't need to be told what I should have done. I'm well aware that having a backup would have saved me this trouble. It is not my fault that I didn't have the files saved to a computer or hard drive. As I stated in my post, I was switching to a new computer as I had to give the school's computer back. IT did this switcheroo on my adobe account while I was in the middle of this. The fact of the matter is, my stuff is gone and IT was unable to get adobe to retrieve it. I'm looking for positive feedback or suggestions, not coulda woulda shouldas. 

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jul 05, 2023 Jul 05, 2023

Copy link to clipboard

Copied

I will repeat

For anyone else reading this...

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jul 09, 2023 Jul 09, 2023

Copy link to clipboard

Copied

That's a horror story indeed.

I think this page has what you need. My guess is that this is a sufficiently unusual situation that you're going to go a few layers deep in the technical org to find someone with a solution, but if you make friends at each step, in my experience the staff will go out of their way to be helpful.

On behalf of the rest of the community, good luck. I hope it all works out for you.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Jul 09, 2023 Jul 09, 2023

Copy link to clipboard

Copied

Thank you for taking the time to read and provide a suggestion. I used the link you offered, and upon obeying the request to sign in to speak with the virtual assistant, I get this screen that pops up. (Picture included) If I close this message and continue to talk to the virtual assistant, it says it cannot verify that my email is associated with an active account.        I am able to use my Adobe programs and creative cloud, and create and store new documents and reaches them, but I still do not have any files from before campus IT changed my email. For clarification, they changed it from my maiden name to my married name, then spoke with Adobe on my behalf, then changed it back to my maiden name to try to fix it themselves... it seems that this change is what caused the issues. I have asked campus IT to allow me to deal with adobe support directly, by removing themselves (if only temporarily) as my account's admin, but no response.  I am at a loss as to what else I can do. 

Screenshot_20230709_182502_Chrome.jpg

Screenshot_20230709_182334_Chrome.jpg

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jul 09, 2023 Jul 09, 2023

Copy link to clipboard

Copied

LATEST

if your plan was administered by your school, you need to contact the administrator (https://helpx.adobe.com/enterprise/kb/contact-administrator.html) to access adobe support.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines