Unable to log into Adobe Digital Editions with Adobe ID

[slssoftware]

When I try and log into Adobe Digital Editions it tells me "Incorrect login ID or password for the selected eBook Vendor. Please try again." Meanwhile I am selecting Adobe ID and entering in my user name and password that grants me access to Adobe Creative Cloud. Any ideas?

[L5E1E]

Hi. I had the same exact issue today. I got on with tech chat. They got it all squared away. But I am a first time user.

Make sure you check email to verify email address if you just set this up today.  

After verifying my email I had to reset password.

Tech uninstalled ADE. Also had to uninstall key registries through control panel. (Working on Win 10).

Then reinstalled ADE.  I was able to log in after all that.

But again, I don't know if you are a new or existing user and what your operating platform is and what version of ADE you have. All I can tell you is that when I created my account it initially too showed me the access to Adobe Creative Cloud. But I had ADE installed  so I was confused.  Tech insisted it could have been third party related - I believe. Best to download from their site I think.. Not sure if this helps or not. Hope it does.

[L5E1E]

Hi.  I need to correct something from my previous post. I said Control Panel above but I meant Command Prompt.

[PatrickB836]

I have the same problem.

Can anyone tell me where I can find a chatbox to talk to someone from Adobe?

[bojidark25005805]

Hello,

Same issue here - ADE 4.5.11 installed on Windows 10. ADE added to firewall exceptions but still I can't sign-in with my Adobe ID. At the same time I can sign-in without issues in Adobe website. I reset my Adobe ID password but without succses. I don't have an option to download my ebook with another ebook vendor account. Please advice how problem can be solved.

[L5E1E]

(A step I forgot to include above was check to see if the two step verification is deactivated on your Adobe profile.)  If it's activated then deativate and see if that clears it up.

If not, then you probably need a clean install which means removing registry keys. 
 Deactivate two-step verification process: 
 Sign in to your Adobe account.
Click Password and security in the left pane of Profile.
In the Two-step verification section, click Manage.
In the Two-step verification screen, deactivate the Two-step verification option.    

[L5E1E]

To perform a clean uninstall  Windows-

Uninstall ADE
Then delete registry keys : 
Your authorization file will need to be manually deleted.
You need to delete out a few registry keys to clear the activation for ADE. You must have administration authority.

On Windows it can be found here:
Open Windows Registry by using the command prompt and typing regedit or by opening the start menu and searching for regedit.
Search for the following folder:
HKEY_CURRENT_USER\Software\Adobe\Adept\Activation
The 'Activation' folder can be entirely deleted.
Reinstall ADE with newest version.

On Mac it can be found here:
In Finder, find the 'Go' option on the menu bar and click 'Go to folder' and type the following in:~/Library/Application Support/Adobe/Digital Editions/
Delete the activation.dat file within the 'Digital Editions' folder.
Restart ADE and it should be deactivated at this point. You should be good to sign back.

This info was provide to me by tech chat help.

Hope this resolves your issues. 

[bojidark25005805]

Hi,
Great thanks for your help. With Two-step verification turned off I was able to sign-in ADE without issues. I hope that Adobe Support will pin your comment to help also on other ADE users. Thanks again and stay safe.

[L5E1E]

To answer your question about chatbox:
I believe I went to https://www.adobe.com and then Help&Support at top. Pull down that menu and off to the left in blue bubble at bottom of first column click Contact Us.  That should pull up a chat window.  Ask for tech. Tell them in regards to ADE user id / password not allowing access and that it's pulling in access only to Creative Cloud when it's supossed to be ADE.  

[PatrickB836]

I did everything which was mentioned on this forum: shut off firewall, de-install ADE, de-install registry keys, no two-way verification, other browser. Still the same result: logging in on an Adobe site gives no problem, ADE does not recognize me.

Finding a chatbox is impossible: I keep turning around on the website, but no "real people" to find.

If Adobe is not able to fix this problem, it would only be fair that Adobe pays back my e-book.

[L5E1E]

OK. Hmm.. So you are logged into the Adobe web site, right?   Double check your account and what products you have. ( Click on your profile at top right. Mine is a colored circle.  Then go to plans then products. Make sure it says you are an active user of ADE. See pic below)  And if it's not there then reintall ADE b/c you uninstalled it.

[L5E1E]

If it's already installed and you see you are an active user then try chat again via this way. Maybe you'll finally get through to someone. Link to apecific product website ADE learn & support https://helpx.adobe.com/support/digital-editions.html.  Scroll all the way to the bottom middle of page. You'll see a pic of headphone set that reads "contact us" Real help from real people contact us. Click that chat box.  Also there was a circle with a bubble with 3 dots above a blue box on the right side of page. That also opens a chat box. Of course virtual agent starts off until you come up with some kind of combined key word or question it can't help you with.  I attached a pic for more visual reference. (See below) 
Also, found another Adobe help product care page but I have not used this way to contact them. But I will link it here too for you. It may be only for paid products. ADE is free. Not sure but here it is as well.  https://helpx.adobe.com/contact.html  Hope that works for you. 
Also, this is just a link to the specific  ADE product page.https://www.adobe.com/solutions/ebook/digital-editions.html .   At top you can see all availabe avenues of information. Tech Specs, FAQ etc. etc... etc....

 If you finally get through please update us on your resolution.   

[ugo.pellegri@alice.it]

Hello. Thank you for the suggestion I followed but didn't solve the
problem. Failing to open ADL, I can't access the ebooks in the library.
A lot of people complain about problems the same as mine.  Adobe's
support for ADL, unlike others (see Libre Office), is only formal and
doesn't help you solve problems.

[PatrickB836]

Good news!

I did not find the chatbox sign on the indicated pages - there was simply no sign on that page, but... there was a chatbox sign when I looked into my account ( right top of the page ).

The problem was quickly resolved: the real person at the other end of the chatbox send me an e-mail to reset my password. After resetting my password, I could enter the Adobe website, and open my e-book.

Thank you all fot your suggestions and good luck!