Skip to main content
A
Anonymous
December 15, 2021
Answered

Cannot reset my password - password should not contain name or email adress

  • December 15, 2021
  • 2 replies
  • 6968 views

I am writing froma a different Id-account.

On my main-acount I forgot my password.

I tried to reset it via email.

When I am prompted to assign a new password,

it says (in german) that I cannot enter a password, which contains my name or email adress.

This error message doesnt go away, it always stays there no matter what passwort I choose,

even if I just swipe over my keyboard and assign a total random password.

I tried it from my macbook and my iphone - its always the same. what can i do?

    Correct answer

    Pete, you do not need an active membership to receive account assistance. If you are clicking on https://helpx.adobe.com/contact.html?rghtup=autoOpen and the chat window does not automatically open, something on the computer is actively blocking your ability to contact us.  Please use a different device, and maybe even a different network, to begin the interaction.


    Thanks, in the chrome browser I could contact the support.

    But the only advice I got was to enable incognito mode and try again, but it doesnt change anything.

    I could however find a single password that works, but its not that secure.

    All other passwords are rejected because according to the website "contain my email or name",

    which is definitely not the case. Very strange behavior.

    I will try to delete the account and set up a new one some time later..

    2 replies

    R
    R25677851on0n
    Participant
    August 16, 2022

    I curretly have the same issue

     

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      August 16, 2022

      R, you will want to use a different web browser or device if you are unable to reach our support team at https://helpx.adobe.com/contact.html?rghtup=autoOpen

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      December 15, 2021

      Pete, sorry you are unable to change the password. Please begin a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen so that a member of our support team can help you directly.  Please be prepared to confirm the personal information associated with the account you cannot access.

      A
      Anonymous
      December 15, 2021

      Thanks for your help.

      I cant find an option to start a chat session.

      There are just some topics to read and when I click "what are my contact options?" I can only see a table that says chat is only available for paid subscriptions.

      I guess this option is only available when users have a subscription running?

      How can I find help if I need to log in without having an active subscription right now??

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      December 15, 2021

      Pete, you do not need an active membership to receive account assistance. If you are clicking on https://helpx.adobe.com/contact.html?rghtup=autoOpen and the chat window does not automatically open, something on the computer is actively blocking your ability to contact us.  Please use a different device, and maybe even a different network, to begin the interaction.

      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices