Login email issue

[jedikremer]

When I try to login to CC on my laptop computer it tries to log me in using a different email. Oddly enough, the email it is trying to use is my email with "+old+ inserted before the "@". When I login on my desktop it works fine. When I login on Safari or Chrome on my laptop it works fine. Logging into CC it does not allow me to sign out. It will let me quit the application but when I start it again it has the same incorrect email. It keeps saying that it is sending me a verification email. Of course I am not getting it as it is not a valid email. I have tried contacting Adobe and have not had any luck. I have updated my OS and should be on the current CC as well. Anyone have any ideas of what might be causing this?

[John T Smith]

The only way I know of to fix that problem is below

Sign out of your account... Uninstall... run the Cleaner...

-https://helpx.adobe.com/x-productkb/policy-pricing/activate-deactivate-products.html

-using the cleaner after uninstalling and before reinstalling is often needed

-https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

-Restart your computer... Sign in to your correct account... Reinstall

[jedikremer]

Thanks John... the problem here is that it literally doesn’t even give me an option to log out as it normally would. It’s not greyed out. It just isn’t there. I’ve tried uninstalling and installing again. Didn’t help. Don’t think I ran the cleaner though???

[John T Smith]

I can't guarantee that your bad account will be fixed, but my understanding is the cleaner removes everything Adobe... so you may start with a clean install

[jedikremer]

I’ll definitely try it tonight and will let you know. Thanks!

[jedikremer · Accepted solution]

I ended up speaking with an Adobe agent who took remote control of my computer and did a number of library folder structural changes. That's about the best way that I can explain it. When she finished and I opened CC it prompted me to login. Finally it was fixed! I'm not sure exactly what she did and I honestly don't care

[John T Smith]

Now that everything is working, you might want to consider making a full boot drive backup to an external

The product I bought and use is at http://www.terabyteunlimited.com/image-for-linux.htm

.

Image runs off of a bootable CD via Linux (the Zip you download includes a program to make the bootable CD) and it reads EVERYTHING on the drive, even the hidden registration information, so everything is restored when needed... and you may not only restore the image over a messed up install, you may restore to a brand new drive in case of a hardware crash, and not have to re-install anything (it DOES have to be an identical drive)

[kjphotog]

Haven't been in the community since 2020, having similar issues when trying to complete the install of my CS6 master collection. Serial no. is fine but when it comes to logging in with my email & password (which I don't remember) it fails. Now I'm supposedly locked out for a time. Although I did use my google acct to get in here & it worked. Thanks for any help, tech supports open M-F. 

[kjphotog]

And I'm likely posting in the wrong section too. 

[kglad]

there's no longer adobe support for cs6, but you did post in the correct forum.

https://helpx.adobe.com/download-install/kb/activate-deactivate-products.html

https://community.adobe.com/t5/download-install-discussions/activation-limit-reached-for-non-subscri...

[kjphotog]

Ah I'm the right place, well actually believe its more of an issue about my resetting the password for my adobe account than installing the no longer supported CS6. Thanks for any help

[kglad]

what problem are you having resetting your password?

[kjphotog]

I can't reset password without knowing what my previous password associated with my email was. 

[kglad]

you're having a problem with your email?

[kjphotog]

I'm using the email that is listed under my adobe acct name/profile and here in the forum. Although for forum I used my google profile to get in here.  

[kglad]

you forgot the password for your adobe account?

[kjphotog]

Yes. 

[kjphotog]

Surely tech support can assist me

[kglad]

and when you select that you forgot your password?

[kjphotog]

I enter my email address & then it sends me a verification code and back to the window asking for my password. Also since Ive made a number of attempts I'm locked out so that maybe the issue now. 

[kglad]

the lockout is temporary.

when you're able to retry use an uodated non-opera browser.  eg, chrome.

[kjphotog]

You're correct! The lock out was temporary & the only reason I wasn't able to change the pw. Now I'm doing what I orginally set out to do - install the very outdated but still very capable & suits my needs - CS6.  Appreciate your assistance. 2019 & 2020 and earlier I was much more involved in the community here as well as the photoshop community in general. Teaching, beta testing John Nack was the Ps production manager back then, fun times.  

[kglad]

is everything working now?

[kjphotog]

Yes, I installed everything I needed. And its working fine, including logging in with new pw. 

[kglad]

excellent! and thank you for the update.