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Simultaneously Logged into Corporate and Personal Adobe Account

Community Beginner ,
Mar 02, 2022 Mar 02, 2022

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I have recently noticed that I am logged into both by Adobe corporate and Adobe personal accounts simultaneously. When I log into the CC desktop app and click on 'Adobe Account' it will take me to my company account in Chrome. If I do a google search for Adobe Support and follow the link it shows that I am logged into my personal account. If I log out of that page and log back in (using the same login as the my company account) it will log me back into the personal account. I have logged out of and back into Adobe multiple, multiple times.

I ask all this because our team has recently been having major problems with the CC app syncing files and I think this could be the reason? I've uninstalled and reinstalled CC and all of the apps several time but to no avail. Even as I write this in the top left of Chrome it shows that I am logged in under my personal account but if I go to the desktop app and select 'Adobe Account' it will log me in under the corporate profile in Chrome. If I open a new tab and go to Adobe it will select my personal account but if I logout of all accounts and go to Adobe and login, it will log me into my corporate account. Both my personal and corporate accounts have the same email. I am running Windows 11.

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Community Expert ,
Mar 03, 2022 Mar 03, 2022

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you can log into the adobe website with one user id, and log into the cc desktop app with another adobe id.  the cc desktop id determines what programs you can open and the cc files.

 

in fact, it's not unusual for users to have difficulty signing in to their cc app, but still able to post in these forums which requires signing in to the adobe website.

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Community Expert ,
Mar 03, 2022 Mar 03, 2022

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You need to have a different email for each account. I'd suggest updating your personal accout to use your personal email. If you have difficulties with this, contact customer support for help.

 

Adobe provides support through the Chat function on the contact page or through a phone call. There is no email support.

CHAT: Click the following to contact Adobe customer support staff for help:

https://helpx.adobe.com/contact/support.html

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work. Disable any ad, pop-up, or script blockers.

This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

Click the chat icon at the bottom right of the page to open a chat session.
LinSims_0-1628856392489.jpeg
If that doesn't work, try this link, which opens a chat window directly:

https://helpx.adobe.com/contact.html?rghtup=autoOpen


PHONE: You can also search this page for a regionally appropriate phone number for customer support.

https://helpx.adobe.com/contact/phone.html

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Community Beginner ,
Mar 03, 2022 Mar 03, 2022

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Hi LinSims,

 

Thanks for the reply. That, unfortunately, did not work. Even though I changed it in my personal profile it ended up changing the email on my corporate profile as well. Weird way Adobe likes to run stuff I guess. I've tried contacting Adobe chat to resolve our CC issues but none of it worked. Took a while to get a person, then gave me a long list of things to uninstall and programs to run. Problem is is I'm on a company maching. I have persmissions to install cc apps and that's it. I'm not allowed to go in and run additional .exe and delete directories or run the command prompt. I ended up uninstalling and reinstalling cc and all the apps twice but, still, the files won't sync. I spend around an hour every day trying to get it to sync. Nearly all of our team is having the same issue and it stemmed from in incident that occurred a few weeks back when Adobe logged us all out of our accounts and then deactivated the accounts. Since then we've been able to get all the accounts reactivated but cc isn't syncing. It's an issue that we feel is with Adobe but they've pretty much been of no help.

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Community Expert ,
Mar 03, 2022 Mar 03, 2022

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I am really sorry to hear that. A few months ago, Adobe decided to apply profiles to each account (Business or Personal, if I recall correctly) and that seems to have messed up the accounts for a lot of people.

 

I think what they need to do is cancel one of the subscriptions and then start a new one for a different Adobe ID/email address.

 

Don't do anything until we've had someone confirm that the below is correct.

 

  1. Change your email address back to the corporate email, since it seems to affect both (and that is weird, it sounds like both emails are assigned to both accounts).
  2. Make sure that you have separate Adobe IDs with different emails for the corporate account and the personal account. If not, create the one that's missing.
  3. Call Customer Service and tell them that you want them to fix this by canceling the personal subscription without penalty (give them the subscription/registration number) and start a new subscription under the Adobe ID for your personal account.

 

 

@Jeff A Wright can you review and confirm that my idea is correct?

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Adobe Employee ,
Mar 03, 2022 Mar 03, 2022

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Super93, sorry you are unable to log in under the individual account.  I reviewed the e-mail address you used to post to this public discussion forum and it has both a Creative Cloud for Team and a Creative Cloud Individual membership assigned to it.

 

Super93, I would concur with LinSims, if you are planning to use the Individual membership, for personal use, then use the process listed in https://helpx.adobe.com/manage-account/using/create-update-adobe-id.html to change the e-mail address associated with the individual membership.

 

You should also reach out to your organization's Creative Cloud for Team administrator and let them know the errors you are encountering.  You may need their assistance to re-assign the team account to a different e-mail address, if you are blocked from changing it for the individual account.  They can use the process listed in https://helpx.adobe.com/enterprise/using/support-for-teams.html to contact us on your behalf.

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Community Beginner ,
Mar 03, 2022 Mar 03, 2022

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Hi Jeff,

 

Thanks for the quick reply. I was able to go in and change the email on my personal profile, but it ended up changing it on my corporate profile as well. When I tried logging out and back in, it no longer recognized the corporate email. I ended up logging in with my personal email and then changing it back.

 

I don't use the personal profile/account at all. This was probably created years ago. Is it possible for our organization's CC adminstrator to delete it? I followed the link above and it did have directions to delete the profile but I'm nervous that if I delete it it will delete both accounts.

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Community Expert ,
Mar 04, 2022 Mar 04, 2022

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OK. The problem here is that while you think you have 2 different accounts, what you actually have is ONE account with two different plans attached to it and this is why you can't guarantee which plan you'll be using when you log in.

 

ETA: do NOT, under any circumstances, delete the profile!

 

What you need to do is first create a NEW Adobe ID with an email address that is NOT the same as the one used for your business Creative Clouds plan. Then call Customer Service, explain that you have two separate plans assigned to the same Adobe ID and that one needs to be assigned to the NEW Adobe ID you just created. Plans can't be transferred, but they can cancel the personal plan assigned to your corporate Adobe ID and start a new one on your personal Adobe ID. Since you're just moving it, they probably won't charge the cancellation fee, but you would be on the hook for an entire year's subscription.

 

If you truly don't use the personal subscription at all, you can cancel it without, I believe, talking to your Teams plan administrator because the personal subscription isn't managed by the admin. If there's time left in the subscription period, though, you will be charged the cancellation fee of 50% of the remaining subscription value.

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Community Beginner ,
Mar 04, 2022 Mar 04, 2022

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LinsSims,

 

Thanks for the reply. If I create a new Adobe ID will I have to sign up for a subscription? If so, this is a problem. I already have a corporate subscription. If I am require to purchase a subscription, I would be paying for something that I wouldn't be using. Many of us at my company are having the same issue in that we can not sync files in CC and, therefore, can not use it. Most, if not all of us, have two profiles assigned to the same account. This is something all of us would have to do and it stems from an issue Adobe has created. I've been using this 2 plan account for years without issue.

 

I have been calling 1 (800) 833-6687 in order to try and reach Adobe Support but it hasn't gotten me anywhere. Called several times and it just continually transfers me when selecting options and then, eventually, just cuts off. Is there a different number I should be calling?

 

 

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Community Expert ,
Mar 04, 2022 Mar 04, 2022

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You can have an Adobe ID without a subscription or purchase. In fact, if you plan to cancel the personal plan, you don't actually need the second Adobe ID. That's only needed if you want to keep the personal plan. (I have 2 Adobe IDs at the moment, one for me personally and one for work.)

 

Adobe provides support through the Chat function on the contact page or through a phone call. There is no email support.

CHAT: Click the following to contact Adobe customer support staff for help:

https://helpx.adobe.com/contact/support.html

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work. Disable any ad, pop-up, or script blockers. In your case, I'd suggest being signed in with your current/work-associated ID.

This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

Click the chat icon at the bottom right of the page to open a chat session.

LinSims_0-1628856392489.jpeg

If that doesn't work, try this link, which opens a chat window directly:

https://helpx.adobe.com/contact.html?rghtup=autoOpen

Type Agent in the chat field to avoid talking to the AI.


PHONE: The number you provided is for Individuals in the USA. I'd suggest calling the Teams one instead (1-800-443-8158) as what you're trying to do is get your personal subscription disassociated with your Teams subscription. When it asks you to start punching in numbers, try saying Billing or Subscription or Account instead. Not sure what the magic word is here, but your situation needs a person, not the AI/voice tree.

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