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Unable to Verify Account

New Here ,
May 21, 2024 May 21, 2024

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Hello! I've come across a few posts here detailing a similar scenario and I'm posting mine on the off chance (and out of desperation) that someone now has a solution or success story:

 

I have been using the Adobe suite for at least 16 years — I bought CS4 as a disc when it came out in 2008. For the past few years, I've been fortunate to have an Enterprise account through my membership with a local organization.

 

I use these programs daily for my work. I am still logged in on my desktop Creative Cloud account, as well as on my Chrome + Safari browsers. I haven't changed my password, and it is saved on all devices.

I recently got a new iPhone and transferred all data over. Two days ago, I opened Lightroom mobile and was prompted to login — typical of having a new phone. Turns out, I have 2FA enabled and noticed an old phone number listed. I have two verified emails with my Adobe account so I selected this option, received the code, pasted it, and it was accepted. Then it makes me choose another way to verify. Since the phone number is deactivated, I select the Adobe Account Access app. When I reached the app, I received a message that "Adobe reset my password" and I'd need to make a new one to continue.

 

And this becomes my endless loop: while I had access to two verified emails and the authenticator app, now I don't because adobe reset my password. And there is an old phone number associated with the account.

As many of you have detailed: according to Adobe, despite 16+ years with my account, the only solution is to make a new account. This seems so bizarre to me that there aren't other ways to verify, or that a specialist is unable to access my account to either change the phone number or reset the password for me.

 

Again, I'm still logged in on the desktop Creative Cloud and the browsers. I can see all my account info, and even click buttons to either "remove phone number" or "change phone number" or "change password" but I'm then prompted to login again and can't move forward. And since I use these programs daily for work, I'm scared to logout.

 

One Enterprise specialist I spoke to yesterday suggested that I do a conference call with an enterprise support agent, myself, and the IT or admin of the Enterprise account of the organization that I'm part of. I'm not sure why this would have been suggested right after telling me it's not possible to access my account and I should make a new one. I know that admins of Enterprise accounts can choose to enable/disable 2FA for everyone, but I don't know that that would help or even be applicable to my issue. Another question: by chance would the Enterprise admin have access to the phone number associated with my account and change this detail on their end? I certainly did not give them this number as it had long been deactivated before I joined the Enterprise account, but perhaps it still shows up? I also don't want to waste their time doing a conference call if there is nothing they can do to help.

 

In sum: it is mind blowing to me that I didn't have any prior issues accessing my account, despite the old phone number, because my password is saved, I have two verified emails, and had access to the Adobe Account Access app. But because ADOBE reset my password, and I can only receive verification emails, I now have to make a new account?! There has to be another way!

 

Thanks in advance for any advice!

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Manage account , Troubleshooting

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correct answers 1 Correct answer

Community Expert , May 21, 2024 May 21, 2024

@stephanieb8472015 when transferring phones, it's not uncommon for 2FA authenticators to not work properly without being reset and set back up. Each time we have a user change phones, our IT resets their 2FA and they can set it back up and work without issue.

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Community Expert ,
May 21, 2024 May 21, 2024

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@stephanieb8472015 when transferring phones, it's not uncommon for 2FA authenticators to not work properly without being reset and set back up. Each time we have a user change phones, our IT resets their 2FA and they can set it back up and work without issue.

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New Here ,
May 21, 2024 May 21, 2024

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@kevin stohlmeyer Hi Kevin! That's great news. For clarity, are you speaking from the perspective of the Admin of an Enterprise account? Meaning, should I reach out to the IT/Admin on the account side (i.e., of the organization I'm part of). Or are you suggesting that I reach out to Adobe Support about getting my 2FA reset? Thank you!

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Community Expert ,
May 21, 2024 May 21, 2024

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The IT Admin of your company, not Adobe. Example our company uses Microsoft Authenticator for 2FA for our Adobe accounts through Single Sign On.

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New Here ,
May 21, 2024 May 21, 2024

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Great! Thank you for the tip! 

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