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No access to email ID on Adobe account, need invoice/access to account

New Here ,
Feb 26, 2020

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Currently in a bit of a struggle. I have a student account registered with my student mail. Not long ago my university changed the format of the email slightly which means I can no longer recieve emails at my previous mail.

 

I tried to log in today and cannot access my account with my normal password, but if I try and recover it the only way I can see is by email (my old one). I've tried to find a way of contacting, but there's no email to contact anyone and the live chat isn't appearing for me, so this forum is the only way (?)

 

I need to get ahold of the invoice within my account, but it's difficult without access.

 

Any help would be appreciated of what I can do next...

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No access to email ID on Adobe account, need invoice/access to account

New Here ,
Feb 26, 2020

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Currently in a bit of a struggle. I have a student account registered with my student mail. Not long ago my university changed the format of the email slightly which means I can no longer recieve emails at my previous mail.

 

I tried to log in today and cannot access my account with my normal password, but if I try and recover it the only way I can see is by email (my old one). I've tried to find a way of contacting, but there's no email to contact anyone and the live chat isn't appearing for me, so this forum is the only way (?)

 

I need to get ahold of the invoice within my account, but it's difficult without access.

 

Any help would be appreciated of what I can do next...

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Bug, Community Information

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538

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Most Valuable Participant ,
Feb 26, 2020

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This is a public forum, not the link to Adobe support
-other users here can't help with an account problem
Be sure to remain signed in with your Adobe ID before accessing the link below
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact/support.html
-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
.
Also - beware of answering anyone who sends you a private message
https://community.adobe.com/t5/community-help/avoid-phishing-3-easy-ways-to-identify-adobe-staff/td-...

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New Here ,
Feb 26, 2020

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Hi John,

 

I understand about this being a forum, although as mentioned I cannot access the live chat unfortunately, I do not see the three dots on the page. I've logged in with a new Adobe ID (as I cannot access the one I need), but no live chat is showing.. disabled all ad blockers etc.

 

Thanks

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Most Valuable Participant ,
Feb 26, 2020

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I don't know why you can't connect to chate, but you are going to have to have support help you change your account information

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Adobe Community Professional ,
Feb 26, 2020

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Adobe Community Professional ,
Feb 27, 2020

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You need to find your password.  Don't you keep log-in IDs & passwords written down in a safe place?  Have you tried contacting customer care by phone?  Phone numbers & availability vary by region.  

 

Nancy O'Shea, ACP
Alt-Web.com

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New Here ,
Feb 28, 2020

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I mean, I stated in my first post that I tried with my original password which didn't work.. I use a password manager to store passwords and yet this didn't work.


This has been resolved now though.

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Adobe Community Professional ,
Mar 04, 2020

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This is something that you, and EVERYONE at your school, Students and staff, needs to take up with the schools IT department.

No institution, school or business, should change the domain address (@ XYZ.EDU) for all their members/students without giving them access to the original email account addresses so they can still access them for just this reason. and they should also be monitoring those original addresses and forwarding any and all emails that may come into them to the NEW email address you are being forced to use.

IMO Adobe will not be able to help you. You need to work this out with the school.

 

My niece went to Virgina Tech 10+ years ago. Her school email address has not changed and she still uses it.

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New Here ,
Mar 04, 2020

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I agree with what you say - this happened when they moved from Google mail to Office 365. As far as I could see, there was no forwarding active.

As mentioned though, this has been solved after contacting adobe and answering a few security questions.

Cheers

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Adobe Community Professional ,
Mar 04, 2020

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If you had a Google, Gmail, email account then YOU should still be able to access it.

It should have the same UserName and Password you used before.

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Adobe Community Professional ,
Mar 04, 2020

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OK glad you got it worked out.

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New Here ,
Mar 04, 2020

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It was linked through the Uni website and is no longer accessible, I tried that a while ago and students no longer have access to the Gmail email accounts.

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