Unable to receive Timely Verification Emails

[ruanw398682]

Hi All,

Here is the load down.

A new user starting tomorrow. We created an adobe account and licensed the account.

He is unable to receive Timely Verification emails. They always come through after the code has expired or not at all. And we can’t keep pressing “Send another code” as the system will lock out the user for 48 hours if we keep on trying after 10 tries.

I have removed and added the account again repeatedly. Though the user always receives the “You have been unlicensed” email instantly. But not the verification codes or the "you have been licenced" notification emails.

We are unable to log a ticket with Adobe Support because they have 0 spaces for support available for the entirety of October. But this problem needs to be resolved soon.

We have had this before on multiple new account creations… But adobe stated from one of our "2 week later support tickets" that verification emails can take up to 48 hours to arrive. Even though the verification email code expires in 15min. Adobe saw no problem with this.

So my question is as follows:

Anyone here know of a way to either:

1: Remove the initial sign in verification process?

2: Change the initial verification process to be via a other than Email MFA method?

3: Remove the entire MFA process entirely?

Regards,

[Manan Joshi]

Hi @ruanw398682,

This looks like a blocker and only Adobe staff could look into this. Let me see if I can get someone from Adobe to look into this.

-Manan

[ruanw398682]

Hi Manan,

Where you able to have a look? If you did it worked as we started to receive verification emails all of a sudden.

If so also thanks,

Regards,

[Manan Joshi]

Hi @ruanw398682,

I did drop a message for folks in Adobe to see if your issue can be looked upon urgently. I did not get an update back so far but it seems someone did do something. Anyhow, how does it matter when the problem is resolved. Thanks to whoever did the fix.

Happy to help. Do let us know if you get into any other issues, we will try our best to get you help

-Manan

[kevin stohlmeyer]

How are you setting the employee up? Are you using the Admin Console?