I am not able to sign in to my Stock Contributor account. [Adobe ID was hacked]

[Rashmi33792167lpjb]

Hello everyone,

My name is Rashmi Singh and my adobe id is [REMOVED BY MODERATOR.]
My adobe email address is [REMOVED BY MODERATOR.]

Suddenly on Thu, Nov 16, 11:54 AM (6 days ago) I got an email from Adobe that "You recently specified [REMOVED BY MODERATOR] as your Adobe ID email address.

Previous email: [REMOVED BY MODERATOR.]
If you did not make this change, contact Adobe Support.

I have not done this change. I think someone hacked my account and changed the email address. I am not able to sign in to my account. I am trying to sign in but keep getting alert that We don't have an account with that email address.

I emailed adobe support on the same day but it has been 7 days and I have not received any reply. I sent several emails but not getting and reply.

I am very worried and I need your help. I have been a contributor to adobe stock for a long time and I have more than 8k images there which someone else is accessing now. I don't know what hackers are doing with my images.

Please help me recover my account.

Below is my contributor profile link.

https://stock.adobe.com/contributor/206413587/rashmisingh?load_type=author&prev_url=detail

Please someone tell me what I should do now. I was not able to post my problem here because someone has changed my email so it was asking me to login to post here. That's why I have created a temporary account to post here.

Please help me urgently. I am waiting for your reply.

[RALPH_L]

It sounds as if your Adobe account has been hacked. We cannot help you, you must inform contributor support using the contact link provided to you in the email you received.

[Nancy OShea]

@Rashmi33792167lpjb,

DO NOT post sensitive user IDS and emails in a public web forum.   This is NOT a direct pipeline to Adobe. This is a public user-to-user community.  Everyone can see what's posted here.

1. There is no email address for Adobe Support.  Email is not secure.  

2. You may very well have been the victim of a phishing scheme.  Email is seldom what it seems. 

3.  Log-in to your Adobe Account below,

https://account.adobe.com/

If your log-in fails, contact Adobe Customer Support via Live Chat or Twitter.  At the chat prompt, type AGENT followed by Enter key.

CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Twitter: https://twitter.com/adobecare

Hope that helps.  Good luck.

[Moderator moved from Stock Contributor to Account, Payment & Plan]

[kglad]

posting sensitive information in public is not a good way to protect your privacy/account.

[Rashmi33792167lpjb]

Hi everyone,
It has been more than 15 days since I emailed contributor-support@adobe.com. I have also sent many emails but I have not received any reply yet. I cannot log in to my account and I have 8k images there and earnings are coming. I am very worried. Has anyone got a reply from contributor-support@adobe.com? How much patience do I have to keep? Any suggestion that can help me now?

[Abambo]

Sorry, you should contact Adobe Customer service, as this is an Adobe ID issue, not a contributor issue. You should ask them to reset your account to the old ID mail. Then you need to move fast to set a new password and to set up a more secure login setting. 

The instructions have been very clear, and I do not understand, why you did not follow them. 

Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.

For support via Twitter:
https://twitter.com/AdobeCare

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and look, if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.
If in doubt, ask the forum.

[Rashmi33792167lpjb]

Thank you for your reply. 

I had contacted Adobe Customer service first. But the agents are not giving me support by telling me that this case is a contributor issue and they are telling me to wait by emailing contributor-support@adobe.com. I have been waiting for the last 17 days but I have not received any reply.

I used to talk to chat support daily and one day I got an agent who registered my case and gave me a case id.
And then they disabled the email account that was changed without my permission but they did not reset my account on my email id.

Then I got another email from support that we request you to please try to create the Adobe account with the same email address now and check if you are able to create the Adobe account with the same email and can access it.
I did the same but it created a new account with the same id. So the result is that now when I am syncing my account, it is not happening and I am getting an alert that the selected account is already in use.

I also replied to this email and told the agent in chat but they are not giving me any update now. I am just waiting and I am very worried now.
I told you everything in detail so that you can tell me what I should do now.

[kglad]

agree with @Abambo 

no one here suggested you use email to contact adobe.  trying to initiate support via email is guaranteed to fail. ie, it works for no one.

[Rashmi33792167lpjb]

Thank you for your reply. 

I was told by agents that I will only get support by email because I am a stock contributor. I tried to talk to chat support many times but some agents replied to me that wait, I will connect you with the contributor support expert and after making me wait for a few hours, they ended the chat. The support chat people are always doing this to me.

[Abambo · Accepted solution]

Chat support relayed you to contributor support because you said, you are a contributor and bla bla bla...

You should not say that you are a contributor because this has nothing to do with being a contributor. A hacker has taken over your Adobe ID. That should be your story to tell to customer support. Because your Adobe ID (responsibility of customer support) has been taken over, you can't access your contributor account (responsibility of contributor support) because that is linked to your Adobe ID (responsibility of customer support).

So again: contact customer support, tell them that your Adobe ID has been taken over and that they should change it back to the old e-mail address. With that, you can ask for a new password (during the sign-in) and change the password to something new. As that, the hacker will lose the access to your Adobe ID. As that, you will be able to access your contributor account again, and you can assess the damage there.

[Rashmi33792167lpjb]

I have been asking support team to reset my account to original email but not getting any resolution. Chat support team has been giving standard answer that I will get updates in 24-48 hours. But no one gives me any update.

[Abambo]

Tagging @Jeffrey_A_Wright .

[Valentina3419456201g9]

Hello! 

Could you please tell was your problem solved?

[Rashmi33900440v1he]

Hi,

Yes, after a long wait my problem was solved. Don't worry, you will get a reply from contributor-support@adobe.com but I can't tell you how long it will take. I got a reply from this mail in 25 days.
In addition, you can do 2 more things to resolve your case quickly

1.
Tweet your problem on Adobe Care on twitter
2.
Go to the dashboard of the new adobe account you created and look at the footer, there is a contact us, register your case there.
Hope your case is solved soon 🙂

[Valentina3419456201g9]

I'm glad to hear that your problem was solved.

I've just read your dialog with Abambo in the comments and I tried to follow the advises and failed. My case is very similar to yours. 

I wonder didn't you get any help from Adobe support in chat?

[kglad]

@Valentina3419456201g9 

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

[Valentina3419456201g9]

Thank you for your reply!

I already had a conversation in chat several times (yes, it were humans, not bots) and thay refuse to help. 

Twitter is not an option, it's banned in my country.