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

Community Beginner ,
Dec 15, 2021 Dec 15, 2021

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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?

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correct answers 1 Correct answer

Community Beginner , Dec 16, 2021 Dec 16, 2021
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..

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Adobe Employee ,
Dec 15, 2021 Dec 15, 2021

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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.

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Community Beginner ,
Dec 15, 2021 Dec 15, 2021

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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??

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Adobe Employee ,
Dec 15, 2021 Dec 15, 2021

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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.

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Community Beginner ,
Dec 16, 2021 Dec 16, 2021

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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..

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Adobe Employee ,
Dec 16, 2021 Dec 16, 2021

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Thanks for the update, Pete. Your circumstances are very unique; I hope you don't encounter any additional problems filling out web forms.

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