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Personal debit card Teams account frustrating issue

New Here ,
Oct 29, 2022 Oct 29, 2022

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Hi,

I don't know where to start because this is extremely frustrating and messy.

On August 29 while logged in on my company Team account (which has Acrobat kit only) I thought I could use my personal debit card to add Illustrator to my suite. Payment went fine and I got a confirmation order. However, I can't access or use Illustrator. It seems it has ended up on this obscure second Adobe ID (the one I'm posting from) that's somehow attached to my Team account, but I can't really log in to it, only randomly sometimes on web, not on creative cloud app or phone, mostly when I sign in I end up on my company Team account ID. I have already lost two months of the subscription. I have no idea what's going on but I want to know how it can be fixed. At this point I'd prefer to move my Illustrator subscription to a whole new Personal account/Adobe ID because it's my own private personal debit card paying for it...

Kind regards

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Licensing , Manage account , Troubleshooting

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correct answers 1 Correct answer

Community Expert , Oct 31, 2022 Oct 31, 2022

Hi @anton6371,

Yours is an account related issue, only Adobe staff can help with it. So contact them without losing any time and this should be resolved. To contact support follow the instructions given below
1. Go to https://helpx.adobe.com/contact.html?rghtup=autoOpen
2. Wait a bit on the page that opens up, it should automatically open a chat popup. If that does not happen then look for a call out/chat icon at the bottom right, click over it and the chat popup should open
3. In order to talk to

...

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Community Expert ,
Oct 31, 2022 Oct 31, 2022

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Hi @anton6371,

Yours is an account related issue, only Adobe staff can help with it. So contact them without losing any time and this should be resolved. To contact support follow the instructions given below
1. Go to https://helpx.adobe.com/contact.html?rghtup=autoOpen
2. Wait a bit on the page that opens up, it should automatically open a chat popup. If that does not happen then look for a call out/chat icon at the bottom right, click over it and the chat popup should open
3. In order to talk to a human type "AGENT" in the chat box
4. If you are not able to get to the chat window, then disable your adblockers, firewall, enable cookies/scripts on your browser. If it still fails then change your browser/machine/network.

P.S. Be mindful of answering anyone who sends you a private message. See the following for more information about scammers
https://tinyurl.com/y7cfrr7y
-Manan

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New Here ,
Nov 07, 2022 Nov 07, 2022

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Hi Manan!

Thank you for your response! I eventually found out what had happened and I guess it will work to have two IDs on the same email address, unfortunately the "chose Adobe ID automatically" is selected by default, meaning I never got any information that a second ID had been created when I made my purchase. Will keep your link in mind if I have further problems!

Kind regards

Anton

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Community Expert ,
Nov 07, 2022 Nov 07, 2022

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LATEST

should the need for support arise, open the support tab on your admin console > start chat or start case or request expert session.

 

https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

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