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I can't create the new account

Explorer ,
Oct 21, 2022 Oct 21, 2022

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Hello! 

I closed my Adobe Stock account more than 2 years ago but my illustrations still  had been selling on Adobe partners sites. I asked the support team via email and chat to help me to stop selling my illustrations. They told me to create the new Adobe account and then syncronize it with Fotolia account in order to receive my earnings. At this step the system says that "New account creation is not available at this time". In this case it is not possible for me to have the access to my earnings. 

I'm waiting the answer from support team for a very long time. 

Maybe someone knows, how long it takes to wait the answer from support team?

Thanks

 

[Moderator moved the thread to the correct forum]

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Fotolia , Troubleshooting

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Community Expert ,
Oct 21, 2022 Oct 21, 2022

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It seems that your screen print is dated Oct. 12th, so that's not a very long time; nevertheless if you haven't received a response by now, you should contact Support once again. 

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Explorer ,
Oct 22, 2022 Oct 22, 2022

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Actually I sent the first message on Sept. 13th and received the repsonse very quicly. I received the next response with the instruction on Sept.28 and had troubles with the new account creation.They answered me on Oct.19 but with the same instruction like they didn't receive the message about my troubles. And I was in need to send it again. Waiting for the responce now. 

The screenshot was made later because I tried to create the new account many times since Sept. 28th.

Thank you.

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Community Expert ,
Oct 22, 2022 Oct 22, 2022

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I can see how this delay can be quite frustrating!

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Community Expert ,
Oct 22, 2022 Oct 22, 2022

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Contributor support is quite responsive. Check your spam for messages from them. If you do not find a response, I suggest to send a message again.

 

Contacting Contributor support: https://helpx.adobe.com/stock/contributor/help/Need-Help-Contact-Us.html

 

 

ABAMBO | Hard- and Software Engineer | Photographer

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Explorer ,
Oct 22, 2022 Oct 22, 2022

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I already sent them the message again on Oct. 19th. Now I'm waiting the respond. 

Spam folder is empty, I checked.

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Explorer ,
Oct 22, 2022 Oct 22, 2022

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Thanks for help in your private messages. 

I'd like to hear the explanation from Adobe support team. I hope they will not ignore my problem and responce to my emails soon.  

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Community Expert ,
Oct 23, 2022 Oct 23, 2022

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You're welcome. Feel free to update here or on private message, if you need further support. I know that you now have been waiting for a long time, let's hope that next week we get more information.

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Oct 25, 2022 Oct 25, 2022

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Hi, I searched our system for an account that is tied to the Adobe ID you are using for this forum thread. There is no history of an account existing. In the past, when I've seen similar reports, it has always been the result of multiple accounts having been created. Send me a PM with the Adobe ID associated with the account you are writing about and I'll be happy to take a look.

 

Thanks,

Mat Hayward 

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Explorer ,
Oct 26, 2022 Oct 26, 2022

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  1. Hello, I have already sent you the message with the details. I have the only Adobe ID that I use now. I had Fololia account and my illustrations automatically started selling on Adobe Stock. 

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Adobe Employee ,
Oct 26, 2022 Oct 26, 2022

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Hi Olga, I don't see a message from you in my PMs. Can you provide me with an image number of a file that you see online? I'll be able to track down the account that way. 

 

thanks

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Explorer ,
Oct 26, 2022 Oct 26, 2022

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Hello, I suppose you have found my message because I received your answer? I replied you with the information about the images IDs on the partner site and also I attached the screenshots of my closed account that I still have left. There you can see my registered email, name, the content, username. 

Thank you.

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Explorer ,
Oct 27, 2022 Oct 27, 2022

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Hello, I attached the screens of my closed account here if there are problems with the messages. And I have found the email confirmation of my account deletion more than 2 years ago. I translated it to English.So it's impossible for my account not to be in the history.

Thanks

 

[Moderator deleted private information. Please do not post private information like e-mails and phone numbers]

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Community Expert ,
Oct 27, 2022 Oct 27, 2022

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You will get a more immediate response (and not have to post publicly here in the forum any of your private info) if you send a private message to Mat Hayward. Click on his icon above and you will be taken to his Adobe Forum profile when you can send a PM.

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Explorer ,
Oct 27, 2022 Oct 27, 2022

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Hello, there were some problems with displaying my private messages as Mat Hayward said.

Thanks.

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Community Expert ,
Oct 27, 2022 Oct 27, 2022

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You shouldn't post publicly your e-mail here. As for the rest, you are in good hands with Mat. 

ABAMBO | Hard- and Software Engineer | Photographer

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Explorer ,
Oct 27, 2022 Oct 27, 2022

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Hope my issue is resolved soon. By the way, support team continues to keep silence, very strange.

Thanks.

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Explorer ,
Oct 28, 2022 Oct 28, 2022

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Dear Mat Hayward,

Since you are an Adobe employee, can you please transfer my issue to support team who are able to contact me via email? So I'll be able to send them all the screens with personal data in high resolution and good quality. I see that private message form here doesn't allow to attach pictures in good quality.

Possible the support team just didn't receive my messages for some reason. 

Thanks. 

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Explorer ,
Nov 02, 2022 Nov 02, 2022

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LATEST

I'd like my issue to be transferred to support team to their email address:

 

contributor-support@adobe.com

 

I asked on the other forum and get confirmed that support team answers in 1-2 days the other Adobe contributors. For some reason they don't respond only to my emails. I think the support team are able to find my closed account in the history and deside the issue quicky. I sent them the last message on 19 Oct., maybe just my message is in the spam folder or they missed it. I'd like them to find my messages or contact me to email address associated with my AdobeID or to the address associated with the closed account. All these I sent you in private messages.

Thanks.

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