We didn't find your account There's no Adobe account associated with the info you provided.

[default3dhteksjm409]

I have an active Adobe Stock account, I received an email telling me that I had changed my email address to another email. I didn't do this, how can I recover my account with my previous address, my payment is active and I can't use the stock because of that. How can I authenticate my account?

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community">

[default3dhteksjm409]

Thanks a lot. How can I solve this with the Support Adobe Team? How can i contact them?

[Jeffrey_A_Wright]

I will move this discussion to the Enterprise & Teams community; they may have additional suggestions for you, Default.

I would encourage you to contact your Organization's Creative Cloud plan administrator and explain the situation to them. ^JW

[Jeffrey_A_Wright]

Default, who sent you the message that your e-mail address has changed? What is the organization that manages your Creative Cloud for Team membership?

Please see https://adobe.ly/43dtySa for information on how to log in under the account managed by your organization. If you need additional help, then I would recommend contacting your Creative Cloud plan administrator for assistance. ^JW

[default3dhteksjm409]

Hi. The message is from: Adobe <message@adobe.com>. I don´t have an organization that manages my account. I pay for the stock and use my personal mail for this. This message arrived in my mail inbox 2 hours ago and said: "If you didn’t make this change, please contact Adobe support.", but i have no way to contact support, i have navigated all the sites and options in adobe and don't find an answer to resolve this.

[default3dhteksjm409]

At this moment I just tried to enter with the email that they say was changed and it also says that it does not exist. That is ridiculous! 

[Jeffrey_A_Wright]

I am sorry, Default. You may have purchased your own membership, but the e-mail address you used to post to this public discussion forum has a membership managed by an organization. There are no purchases for Adobe Stock or any other services under your personal account, Default.

For your next steps please contact your organization's Creative Cloud plan administrator for assistance. Personal accounts can be blocked from reaching us by design.

If you did purchase your Adobe Stock membership, on a different account, Default, then see https://adobe.ly/41x198g for information on how to request a password and regain access to the account. ^JW

[default3dhteksjm409]

I have a business account for Creative Cloud apps, but use of the stock is at my personal expense. I can't post from the email I use for the stock because it tells me that it doesn't exist, just like when trying to log in to the stock. I already checked the page that you shared with me and I already did everything it says but it keeps telling me the same thing: that the email address does not exist, therefore I cannot reset the password, or anything, it is as if it did not exist. How do I contact support so they can send me a link to my original email?

[Jeffrey_A_Wright]

Default: you should create an account under the e-mail address you intend to use; you could be facing extra restrictions by logging under the business account.

I recommend you start the purchase process for Adobe Stock and any other service under your intended account. If that account no longer exists then create a new one with your preferred e-mail address. Please see https://adobe.ly/4h1zDnM for information on how to add multiple e-mail addresses, to prevent loss of account access to a personal Adobe account.  ^JW

[default3dhteksjm409]

Admea I have the problem that I cannot cancel my automatic payments charged to my card. And I don't want to go through the situation of having to talk to the bank so that it no longer recognizes Adobe payments, this has happened to me and I have had to use another card and well it becomes a problem.

[default3dhteksjm409]

Do you know if this means that my active payment for the stock has already been lost and I have to pay again?

[default3dhteksjm409]

There are thousands of stock files that I have already downloaded and with an account I obviously cannot download the files already used again, it is a very big loss of the library. Is there really no way to recover it? Does the support area check with me my card information or something else?

[Jeffrey_A_Wright]

Were the images purchased for yourself or for your organization, Default? Your organization will have complete access to the Adobe Stock purchases that were made with their managed membership. ^JW

[Jeffrey_A_Wright]

The bank would likely deny you without trying to cancel any charges, Default. Please also be aware that if you are using a device managed by your organization, they may be aware of this discussion you are having in a public discussion forum, since you are using the business account to post.

Our systems try to prevent duplicate account creation and purchases, so you may encounter an error when you create a new account under your intended e-mail address. If the account no longer exists, though, you can only create a new account with the correct e-mail address.

If you can regain access to the account with Adobe Stock, then see https://adobe.ly/3Xe9NpC. ^JW

[default3dhteksjm409]

Thanks a lot for your time.

[Anshul_Nautiyal]

Hi @default3dhteksjm409,

Thanks for reaching out. I checked your account, and it is associated with an active Teams VIP plan; however, no stock licenses are entitled to this plan,

If you're using your personal profile for this license, as Jeff mentioned, you may need to contact Adobe Support directly. Since this is not a license entitlement issue on your business profile, I recommend reaching out to support via the following link: Adobe Support. You can click on the chat option on the right to connect with an agent.

Hope this helps. Let me know if you need any further guidance.

Regards,
^AN

[default3dhteksjm409]

I have tried to talk with an agent but the chat is only a chatbot and it doesn't give me a solution. Is there any other way i can contact Adobe Support to resolve this?

[Anshul_Nautiyal]

Hi @default3dhteksjm409,

Please try typing "Agent" or "Talk to a person" in the chatbot to connect with a support representative. Once connected, provide details about your issue so they can assist you further.

Regards,
^AN

[default3dhteksjm409]

Thanks a lot! I have talked with an agent.

[Anshul_Nautiyal]

Thanks for letting us know.

Regards,
^AN