Unable to access account

New Here ,
Jun 04, 2020 Jun 04, 2020

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I purchased a student license while in college. I created my adobe account using my college email. The school disabled that email account upon graduation. I know the email address and password for the adobe account, but the login process requires a verification code which is sent to the disabled email address, which leaves me locked out of the account.

 

What to do if you can't access the email address associated with your Adobe ID?

If you can't reset your password because you no longer have access to your old email account, try the following:

  • Remember your Adobe account password? If you know your password, sign in to your Adobe account and change your email address.

 

I don't understand how these instructions from Adobe could be helpful. Perhaps it was written prior to the verification step being introduced to their login process, but it seems like they're suggesting the solution to not being able to log in is to simply log in.

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Adobe Community Professional ,
Jun 04, 2020 Jun 04, 2020

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This is a public forum, you need the link to Adobe support, not other users
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
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-or https://helpx.adobe.com/contact/phone.html

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New Here ,
Jun 05, 2020 Jun 05, 2020

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Thanks, John. I was on that page previously, but I hadn't yet created this account, so I wasn't able to start a chat session. I'll reach out to Adobe now.

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LEGEND ,
Jun 05, 2020 Jun 05, 2020

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In my Experiences it is Extremely rare that any college Disables the Email Addresses of it students.

One big reason for this is once an email address is used on any domain, Your.Name.Whatever @ CollegeNmae . EDU or whatever that first part Can not and certianly Should Not be used again for someone else. So there is No point in canceling and Restricting Access to that address.

 

So have you contacted the college? And or Tried to Access that email account?

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New Here ,
Jun 05, 2020 Jun 05, 2020

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Yes - it is disabled. It looks like I had an opportunity prior to graduation to migrate it from a student account to an alumni account, but having missed the window, my credentials to do so have expired.

https://www.cmu.edu/computing/services/security/identity-access/account/transition.html

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Adobe Community Professional ,
Jun 05, 2020 Jun 05, 2020

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"In my Experiences it is Extremely rare that any college Disables the Email Addresses of it students."

My daughter's college disables all of the student email addresses of those no longer attending the school.

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