Adobe Stock Contributer cant recieve login confirmation code cause an email no longer in service...

Community Beginner ,
Apr 13, 2022 Apr 13, 2022

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Hello,

I`m a stock contributor from Ukraine for last 8yrs (from Fotolia even) I recently used (for login) the following email ****@yandex.ua and a backup email ------@yandex.ua - it appeared that due to the Russian war against Ukraine russian company Yandex has disabled .ua emails forever.


Screen Shot 2022-04-13 at 15.16.34.png

I`ve been advised (for some reason) to create a new Adobe acc and to write to adobe email

about this issue, but no reply.

I asked for a help via support chat again today, they switched to another specialist and still no response at all.

What are the sollutions to login to my account? Cause I cant recieve ANY code from Adobe Stock to my already none existing email?

 

p.s. Adobe support chat didnt reply for 30min and they just switched the chat off,
which is just a brilliant support 🙂

 

 

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correct answers 1 Correct answer

Community Expert , Apr 22, 2022 Apr 22, 2022

Well, it looks to me that this one is from contributor support and that he or she correctly tells that you need to get in touch with the Adobe ID support. This is, what I assumed from the start on.

 

Can you see that you have an open case? See here to update the case, and  if asked to provide additional information: https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

 

Please let me know if that is useful to you.

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Community Expert ,
Apr 13, 2022 Apr 13, 2022

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If you are only a contributor and not a customer for other Adobe services, you can use this e-mail to contact contributor support: contributor-support@adobe.com.

 

I'm also pinging @MatHayward, who may be of help here.

 

Update this thread if you do not get help from contributor support. We will check then how to solve your issue using some of our backchannels.

 

If you are a customer of Adobe products too, try again the chat again. Let us know if you are still having problems. Here also, we may ask for advanced guidance.

ABAMBO | Hard- and Software Engineer | Photographer

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Community Beginner ,
Apr 13, 2022 Apr 13, 2022

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Thanks a lot Abambo,

currently my "results" are the following

- 3times chat with adobe support,

basically they switch to a specialist Michelle who responds nothing within 25min

then the chat is off automatically 

 

- Firstly I have mailed to contributor-support@adobe.com

but there is no answer from yesterday.

 

I have some money there to withdraw to PayPal and I really dont want to loose an access to my account. 

 

I can proove that I have been logged in Adobe Stock Contributor pannel for a long time from the same IP (its static) which I use now. Also, I have PayPal transactions emails from Adobe to my (already disabled) email.

 

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Community Expert ,
Apr 13, 2022 Apr 13, 2022

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Let's see what @MatHayward says. And let contributor support a chance to react. Keep  an eye on your spam folder.

ABAMBO | Hard- and Software Engineer | Photographer

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Community Beginner ,
Apr 13, 2022 Apr 13, 2022

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Sure, I check my mailbox constantly.

 

p.s. just to provide some additional details what happened with my Adobe Contributor login email

 

There used to be an option for multiple countries to have a different regional endings to your email.


my_email*yandex.ua - Ukraine

my_email*yandex.by - Belarus

my_email*yandex.ru - Russia

my_email*yandex.com Regular one

 

So, I really dont know when Yandex did that, but its a fact - they have disabled .UA domains

which I exactly used to login. All other domains are still in service. 

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Community Expert ,
Apr 13, 2022 Apr 13, 2022

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Do you have a case number from your chats? You can post them here, they bear no confidentiality but help Adobe employees to check the chat.

ABAMBO | Hard- and Software Engineer | Photographer

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Community Beginner ,
Apr 13, 2022 Apr 13, 2022

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Well, the entire chat has no case number at all, just a name of a specialist.
But in order to show the process I just tried for my 4th chance to get a help there.

 

Here are all the screenshots.

Screen Shot 2022-04-13 at 17.18.34.png

and still nothing after 12min

Screen Shot 2022-04-13 at 17.33.07.png

20min - no results

Screen Shot 2022-04-13 at 17.43.24.png

To summ up

from 5:18 PM to 5:52 PM Michelle was pretty busy with my issue )

 

So today this specialist was chilling for 1hr when kept silence in a chat with me.

Cause I ran chat 4times today

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Community Expert ,
Apr 13, 2022 Apr 13, 2022

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You get a case number, if I remember correctly, at the beginning of the conversation. And you get it via e-mail at the end.

 

But there is one point that intrigues me. You can't access your Adobe id (because that is what you need to access your contributor account). It may well be that when you say "contributor account" the agent refers you to a contributor support agent. However, CUSTOMER SUPPORT CHAT is preferably not to be used for contributor support.

 

However, what you need to say, is that you can't access your Adobe id because of the Yandex UA drop. I think that will bring you forward to an Adobe id specialist who can help you out by changing simply the TLD to COM or RU or BY in your e-mail.

 

I think that may be a possible route. Keep us updated.

ABAMBO | Hard- and Software Engineer | Photographer

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Community Beginner ,
Apr 14, 2022 Apr 14, 2022

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Thanks again Abambo, I appreciate your help a lot!

 

"You get a case number, if I remember correctly, at the beginning of the conversation. And you get it via e-mail at the end."

It might be a different process you described.

Cause I just press a support link, then go through bot service and switch to a specialist.

None of emails after my four times chat experience (spam checked as well).

 

But, speaking about emails I got a response from adobe contributor support

which says the following "I have searched with all those email addresses and I couldn't find any Adobe Stock Contributor account."

 

Ofcourse, I have provided them a link to my portfolio, some screenshots of editorial images

on my Adobe Stock page which declares that I own RAW files wich are in sale there.

 

Will keep you updated, thanks again!

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Community Beginner ,
Apr 17, 2022 Apr 17, 2022

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Well, not much was solved via contributor-support@adobe.com 

They said they cant changed my login email

but it looks like they dont understand that I cant recieve a confirmation code when I login - because my email is out of service.

Adobe Case Update 00144508

 

Screen Shot 2022-04-17 at 14.14.11.pngScreen Shot 2022-04-17 at 14.14.31.png

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Community Beginner ,
Apr 19, 2022 Apr 19, 2022

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Hello,

 

I'm a Adobe Stock contributor from Ukraine. I used to sell my photos here for 8+ years (from Fotolia).

 

For last 2 years I use email operated by Yandex (russian) company.

So, I have there primary email name@yandex.ua and secondary name2@yandex.ua 

and no phone connected to my Adobe ID.


Once I cleaned cache the problem appeared - I just realized that after the war of Russia against Ukraine started, dear Yandex Mail has disabled .UA TLD 


So, now I'm completely locked. When I login a confirmation code goes to my emails which are out of service.

Screen Shot 2022-04-19 at 22.06.41.png

 

 

Chat support redirects me to contributor-support@adobe.com while they say it's not possible to change my primary email.


Basically, its not my fault when a mail provider kills their service

with zero notifications in advance.

 

Anyone can help me with this issue?

 

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Adobe Employee ,
Apr 19, 2022 Apr 19, 2022

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Have you tried changing your two step verification settings and disabling the email verification option? 

 

https://account.adobe.com/security

 

-Mat 

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Community Beginner ,
Apr 20, 2022 Apr 20, 2022

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How can I try to change anything in settings when I cant login at all?

 

 

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Community Beginner ,
Apr 21, 2022 Apr 21, 2022

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Well, the Adobe Chat Support demonstrates extremely LOW knowledge. But they love to copy paste every possible instructions from adobe support web pages.

 

The thing is - that most of people working on Adobe Support dont understand that a confirmation code

is sent before entering a password.

Another thing which is not funny - they advise to change settings of two factor authorisation in my account.

So, they really dont wanna think and analyze, that its not possible to change ANY settings when one cant log in.

 

Screen Shot 2022-04-21 at 15.33.25.png

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Community Expert ,
Apr 22, 2022 Apr 22, 2022

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Well, it looks to me that this one is from contributor support and that he or she correctly tells that you need to get in touch with the Adobe ID support. This is, what I assumed from the start on.

 

Can you see that you have an open case? See here to update the case, and  if asked to provide additional information: https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

 

Please let me know if that is useful to you.

ABAMBO | Hard- and Software Engineer | Photographer

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