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S
S!M0N
Participant
August 13, 2023
Question

lost all files due to multiple profiles in my license

  • August 13, 2023
  • 2 replies
  • 392 views

Thanks to Surfspot and Adobe messing up my license, I lost access to all my files. 
My license got placed on a business profile while all my files and hard work got on a personal profile. This means I can't use my files due to no license being on my personal profile but on the business one. This is ridicilous. Do you really think I am gonna buy two separate licenses for this? 

How do you Adobe guys suggest fixing this for us? 

    This topic has been closed for replies.

    2 replies

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    August 13, 2023

    I do not know what Surfspot is, but if your account got changed from an individual to a business ID, your data should have been migrated too. Now, it is quite difficult to see who the culprit is that this did not happen as it should. https://helpx.adobe.com/enterprise/using/migrate-assets-to-enterprise-account.html

    ABAMBO | Hard- and Software Engineer | Photographer
    S
    S!M0NAuthor
    Participant
    August 21, 2023

    Hi. Surfspot is a softwarelicensing website for students to get discounts. I believe my account was always a business-form. But according to them, adobe pushed out a profiles-update which forced them to give everyone a personal and business profile within the same emailadres. but due to that, my CC-license got put in the business-profile, while all my work & files got put in the personal-profile. Which causes me to have no acces to them using my license, or to have to download everything from the personal and upload manually to the business-profile. 

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    August 13, 2023

    contact adobe support. there are 2 ways to contact adobe; chat and twitter:

    chat:
    use a browser that allows popups and cookies
    and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
    in the chat field (lower right), type AGENT
    be patient, it can take quite a while to reach a human.

    twitter:
    tweet @AdobeCare

    p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

    S
    S!M0NAuthor
    Participant
    August 21, 2023

    I tried this but the first employee couldn't help me because of Eterprise license. After moving the conversation to an Enterprise employee, I had to wait 10 minutes, only received a link and the employee immediately closed the conversation.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    August 21, 2023

    @S!M0N 

     

    contact your admin.

     

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