Adobe ID account and sign-in troubleshooting

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"/audition/using/copying-cutting-pasting-deleting-audio.html", "/adobe-character-animator/using/prepare-artwork.html", "/adobe-character-animator/using/behavior.html", "/adobe-character-animator/using/export.html" ]; for (var i = 0; i < pagesForMax.length; i++) { if ( location.pathname.indexOf(pagesForMax[i]) > -1 ) { $('#sidebar').append('<style>img.promo-max17:hover{opacity:.85}</style>'); $('#sidebar').append('<p style="margin-top:20px"><a href="https://web.archive.org/web/20180110213544/http://max.adobe.com/?promoid=71KW71GH&mv=other" target="_blank"><img class="promo-max17" src="/shared/article-3/promo-max-17.a.png"></a></p>'); break; } } </script> </div> <div id="main-content" class="grid-cols-8">  <div class="aem-version"> </div> <div class="page-description"> Simple solutions to common Adobe ID and sign-in issues. </div> <div><div class="note parbase section"> <div class="help-note"> <p> <span class="help-note-title">Note:</span> <p>For creating an Adobe ID account and for general information about using your Adobe ID account, see <a href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/adobe-id-account-change.html" target="_blank">Manage your Adobe ID account</a>.</p> </p> </div> </div> <div class="header parbase section"> <a name="main-pars_header"></a> <div class="header header-top"> <h2 id="Forgotpassword"> Forgot password </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text"></a> <div class="text"><p>If you forgot your password, or get the error “Adobe ID and password don’t match,” you can reset your password through email or phone. To reset your password, follow these steps:</p> </div> </div> <div class="procedure parbase section"><div> <ol> <div class="proc_par proc_parsys"> <li><div class="step section"> <div><div class="step_par step_parsys"><div class="text parbase section"> <a name="step_par_text"></a> <div class="text"><p>Go to your <a href="https://web.archive.org/web/20180110213544/https://accounts.adobe.com/.">Adobe ID account</a>.</p> </div> </div> </div> </div></div> </li> <li><div class="step section"> <div><div class="step_par step_parsys"><div class="text parbase section"> <a name="step_par_text"></a> <div class="text"><p>In the Sign-in window, click <strong>Forgot password</strong>.</p> </div> </div> <div class="image parbase section"> <div class="to400"> <img src="/web/20180110213544im_/https://helpx.adobe.com/content/dam/help/en/x-productkb/global/account-password-sign-help/_jcr_content/main-pars/procedure/proc_par/step_1/step_par/image/Forgot-Password.png" alt="Forgot-Password" title="Forgot-Password" class="cq-dd-image"> </div> <small> </small> </div> </div> </div></div> </li> <li><div class="step section"> <div><div class="step_par step_parsys"><div class="text parbase section"> <a name="step_par_text"></a> <div class="text"><p>In the Forgot password window, enter the email address associated with your Adobe ID and click <strong>Next</strong>.</p> </div> </div> <div class="image parbase section"> <div class="to400"> <img src="/web/20180110213544im_/https://helpx.adobe.com/content/dam/help/en/x-productkb/global/account-password-sign-help/_jcr_content/main-pars/procedure/proc_par/step_2/step_par/image_1211808646/enter-email-address.PNG" alt="Enter the email address associated with your Adobe ID" title="Enter the email address associated with your Adobe ID" class="cq-dd-image"> </div> <small> </small> </div> <div class="note parbase section"> <div class="help-note"> <p> <span class="help-note-title">Note:</span> <p>Can’t clear the text that appears in “Email address” field? Simply click in the field and start typing.</p> </p> </div> </div> <div class="text parbase section"> <a name="step_par_text_0"></a> <div class="text"><p>If you get the error, “The provided email address could not be matched to an account on file,” try a different email address. If you can't remember your email address, <a href="https://web.archive.org/web/20180110213544/https://helpx.adobe.com/contact.html?step=ZNA_id-signing_stillNeedHelp" target="_blank">contact us</a>.</p> </div> </div> </div> </div></div> </li> <li><div class="step section"> <div><div class="step_par step_parsys"><div class="text parbase section"> <a name="step_par_text"></a> <div class="text"><p>In the Reset your password window, choose how you want to reset your password, using email or phone, and click <strong>Next</strong>.</p> </div> </div> <div class="note parbase section"> <div class="help-note"> <p> <span class="help-note-title">Note:</span> <p>If you do not have a phone number associated with your Adobe ID account, you will not see a Reset your password window. Instead, a message is sent to the email address you entered in step 3. To add a phone number for account recovery, see <a href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/adobe-id-account-change.html" target="_blank">Manage your Adobe ID account</a>.</p> </p> </div> </div> <div class="image parbase section"> <div class="to400"> <img src="/web/20180110213544im_/https://helpx.adobe.com/content/dam/help/en/x-productkb/global/account-password-sign-help/_jcr_content/main-pars/procedure/proc_par/step/step_par/image/Reset%20Password.png" alt="Reset password - options" title="Reset password - options" class="cq-dd-image"> </div> <small> </small> </div> <div class="text parbase section"> <a name="step_par_text_2"></a> <div class="text"><p>If you choose to reset your password using your email, Adobe sends an email with instructions to reset your password. If you choose to reset your password using your phone number, Adobe sends a verification code to your registered phone number.</p> </div> </div> <div class="note parbase section"> <div class="help-note"> <p> <span class="help-note-title">Note:</span> <p>If you don’t see the email from Adobe in your inbox, check your Spam or Junk folder, or see <a target="_blank" href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/didn-t-receive-expected-email.html">Didn’t receive expected email from Adobe</a>. Don’t have access to your email? See <a href="#Cantaccessemail">Can't access email</a>.</p> </p> </div> </div> </div> </div></div> </li> <li><div class="step section"> <div><div class="step_par step_parsys"><div class="text parbase section"> <a name="step_par_text"></a> <div class="text"><p>If you chose to reset your password using your phone number, enter the six-digit verification code sent to your phone, and click <strong>Verify</strong>.</p> </div> </div> <div class="image parbase section"> <div class="to400"> <img src="/web/20180110213544im_/https://helpx.adobe.com/content/dam/help/en/x-productkb/global/account-password-sign-help/_jcr_content/main-pars/procedure/proc_par/step_3/step_par/image/sms_img5.jpg" alt="Verification code received on phone" title="Verification code received on phone" class="cq-dd-image"> </div> <small> </small> </div> <div class="text parbase section"> <a name="step_par_text_483940017"></a> <div class="text"><p>If you chose to reset your password using your email address, click the link in the email Adobe sent you.</p> </div> </div> </div> </div></div> </li> <li><div class="step section"> <div><div class="step_par step_parsys"><div class="text parbase section"> <a name="step_par_text"></a> <div class="text"><p>In the Reset your password window, enter your new password twice, and click <strong>Reset My Password</strong>.</p> </div> </div> <div class="image parbase section"> <div class="to400"> <img src="/web/20180110213544im_/https://helpx.adobe.com/content/dam/help/en/x-productkb/global/account-password-sign-help/_jcr_content/main-pars/procedure/proc_par/step_4/step_par/image/reset-password.PNG" alt="reset-password" title="reset-password" class="cq-dd-image"> </div> <small> </small> </div> <div class="image parbase section"> </div> <div class="note parbase section"> </div> </div> </div></div> </li> </div> </ol> </div> </div> <div class="header parbase section"> <a name="main-pars_header_0"></a> <div class="header header-top"> <h2 id="ForgotAdobeID"> Forgot Adobe ID </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_0"></a> <div class="text"><p>Your Adobe ID is the email address you used when you first started a trial or membership, or purchased an Adobe app or service.</p> </div> </div> <div class="procedure parbase section"><div> <ol> <div class="proc_par proc_parsys"> <li><div class="step section"> <div><div class="step_par step_parsys"><div class="text parbase section"> <a name="step_par_text"></a> <div class="text"><p>Go to <a href="https://web.archive.org/web/20180110213544/https://accounts.adobe.com/.">accounts.adobe.com</a>, and then try signing in with your primary email address.</p> </div> </div> </div> </div></div> </li> <li><div class="step section"> <div><div class="step_par step_parsys"><div class="text parbase section"> <a name="step_par_text"></a> <div class="text"><p>If you get the error, "The Adobe ID and password do not match," try a different email address.</p> </div> </div> </div> </div></div> </li> <li><div class="step section"> <div><div class="step_par step_parsys"><div class="text parbase section"> <a name="step_par_text"></a> <div class="text"><p>If you are unsure whether you have the wrong email or the wrong password, try <a href="#Forgotpassword">resetting your password</a>. If you get the error, “The provided email address could not be matched to an account on file,” try a different email address. If the email is accepted, then continue with the steps to reset the password and access your account.</p> </div> </div> </div> </div></div> </li> </div> </ol> </div> </div> <div class="note parbase section"> <div class="help-note"> <p> <span class="help-note-title">Note:</span> <p>Always use the same Adobe ID to keep all your Adobe memberships, subscriptions, and products associated with a single account.</p> </p> </div> </div> <div class="header parbase section"> <a name="main-pars_header_1"></a> <div class="header header-top"> <h2 id="Cantaccessemail"> Can’t access email </h2> </div>  </div> <div class="note parbase section"> <div class="help-note"> <p> <span class="help-note-title">Note:</span> <p>These steps are applicable even when you try to reset your email id in your new machine.</p> </p> </div> </div> <div class="text parbase section"> <a name="main-pars_text_1"></a> <div class="text"><p>Try these steps if you can’t access your email account:</p> </div> </div> <div class="procedure parbase section"><div> <ol> <div class="proc_par proc_parsys"> <li><div class="step section"> <div><div class="step_par step_parsys"><div class="text parbase section"> <a name="step_par_text"></a> <div class="text"><p>If you know the Adobe ID password that’s associated with the email account you can't access, <a href="https://web.archive.org/web/20180110213544/https://accounts.adobe.com/" target="_blank">sign in</a> to your Adobe account and <a target="_blank" href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/adobe-id-account-change.html#main-pars_header_6">change your email address</a>.</p> </div> </div> </div> </div></div> </li> <li><div class="step section"> <div><div class="step_par step_parsys"><div class="text parbase section"> <a name="step_par_text"></a> <div class="text"><p>If you don’t know the Adobe ID password that’s associated with the email account you can't access, <a href="https://web.archive.org/web/20180110213544/https://helpx.adobe.com/contact.html?step=ZNA_id-signing_stillNeedHelp">contact us</a>.</p> </div> </div> </div> </div></div> </li> </div> </ol> </div> </div> <div class="header parbase section"> <a name="main-pars_header_631128602"></a> <div class="header header-top"> <h2 id="Madeatypowhileenteringemailaddress"> Made a typo while entering email address? </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_1902866735"></a> <div class="text"><p>If you made a typing error (typo) in the email address while creating your Adobe ID, you can correct the email address. For more information, see <a href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/adobe-id-account-change.html#main-pars_header_6">Change Adobe ID email address</a>.</p> </div> </div> <div class="header parbase section"> <a name="main-pars_header_2"></a> <div class="header header-top"> <h2 id="MultipleAdobeIDs"> Multiple Adobe IDs </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_2"></a> <div class="text"><p>Always use the same Adobe ID (email address) when you purchase a new membership, plan, product, subscription, or service from Adobe.</p> <p>If you think you have multiple Adobe IDs associated with different email addresses, or are unclear which email address is associated with your membership or purchased product, <a href="https://web.archive.org/web/20180110213544/https://helpx.adobe.com/contact.html?step=ZNA_id-signing_stillNeedHelp" target="_blank">contact us</a>.</p> </div> </div> <div class="header parbase section"> <a name="main-pars_header_1634749304"></a> <div class="header header-top"> <h2 id="Useyoursubscriptiononanothercomputerordevice"> Use your subscription on another computer or device </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_1287603490"></a> <div class="text"><p>To use your Creative Cloud subscription on another computer or device, see <a href="/web/20180110213544/https://helpx.adobe.com/creative-cloud/help/manage-cc-individual-membership.html#main-pars_header_96875847">Use your subscription on another computer or device</a>.</p> </div> </div> <div class="header parbase section"> <a name="main-pars_header_1916596214"></a> <div class="header header-top"> <h2 id="ConvertatrialtoaCreativeCloudmembership"> Convert a trial to a Creative Cloud membership </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_1555527280"></a> <div class="text"><p>To convert a trial to a paid Creative Cloud membership, see <a href="/web/20180110213544/https://helpx.adobe.com/creative-cloud/help/convert-trial-to-membership.html">Convert a trial to a paid Creative Cloud membership</a>.</p> </div> </div> <div class="header parbase section"> <a name="main-pars_header_1178862038"></a> <div class="header header-top"> <h2 id="CreativeCloudrevertstotrialmode"> Creative Cloud reverts to trial mode </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_809940848"></a> <div class="text"><p>If you have bought a Creative Cloud membership but are still prompted to start trial or to buy a membership, see <a href="/web/20180110213544/https://helpx.adobe.com/creative-cloud/kb/cc-reverts-to-trial.html">Why is Creative Cloud asking me to Start Trial or Buy Now even when I have purchased a subscription</a>?</p> </div> </div> <div class="header parbase section"> <a name="main-pars_header_797991874"></a> <div class="header header-top"> <h2 id="Problemchangingcountry"> Problem changing country </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_2048403101"></a> <div class="text"><p>To change the country associated with your Adobe ID account, see <a href="/web/20180110213544/https://helpx.adobe.com/x-productkb/policy-pricing/change-country-associated-with-adobe-id.html">Change the country associated with your Adobe ID</a>.</p> </div> </div> <div class="header parbase section"> <a name="main-pars_header_999477728"></a> <div class="header header-top"> <h2 id="Viewyourmembershipplandetails"> View your membership plan details </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_217235164"></a> <div class="text"><p>For information on how to view, upgrade, or change your plan, see <a href="/web/20180110213544/https://helpx.adobe.com/creative-cloud/help/manage-cc-individual-membership.html#main-pars_header_4">View, upgrade, or change your plan</a>.</p> </div> </div> <div class="header parbase section"> <a name="main-pars_header_858502054"></a> <div class="header header-top"> <h2 id="Cantfindyourserialnumberorredemptioncode"> Can't find your serial number or redemption code </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_727352304"></a> <div class="text"><p>Some products require you to provide a serial number before you can use the product. For information on finding your serial number, see <a href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/find-your-serial-number.html">Find your serial number</a>.</p> <p>If you purchased your Adobe product from a retailer or an Adobe reseller, you may have received a redemption code. You must redeem this code before you can start using your product. For information on using a redemption code, see<a href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/redemption-code-purchase-help.html"> Redemption code Help</a>.</p> </div> </div> <div class="header parbase section"> <a name="main-pars_header_27750142"></a> <div class="header header-top"> <h2 id="ChangeAdobeIDemailaddress"> Change Adobe ID email address </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_2062828065"></a> <div class="text"><p>To change your Adobe ID email address, see <a href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/adobe-id-account-change.html#main-pars_header_6">Change Adobe ID email address</a>.</p> </div> </div> <div class="header parbase section"> <a name="main-pars_header_1251524064"></a> <div class="header header-top"> <h2 id="Didntreceiveexpectedemail"> Didn't receive expected email </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_897530234"></a> <div class="text"><p>For information on how to troubleshoot when you have not received subscription-related emails, see "<a href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/didn-t-receive-expected-email.html">Didn't receive expected email from Adobe</a>."</p> </div> </div> <div class="header parbase section"> <a name="main-pars_header_1292172263"></a> <div class="header header-top"> <h2 id="CantlogintoCreativeClouddesktopapp"> Can't log in to Creative Cloud desktop app </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_417814623"></a> <div class="text"><p>If you can't log in to your Creative Cloud desktop app, see <a href="/web/20180110213544/https://helpx.adobe.com/creative-cloud/kb/activation-connectivity-errors-creative-cloud.html">Creative Cloud activation and sign-in troubleshooting</a>.</p> </div> </div> <div class="header parbase section"> <a name="main-pars_header_962660199"></a> <div class="header header-top"> <h2 id="ResolveerrorsrelatedtosigninginwithyoursocialFacebookorGoogleaccount"> Resolve errors related to signing in with your social (Facebook or Google) account </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_670782572"></a> <div class="text"><p>To resolve errors that can occur when you sign in with your social (Facebook or Google) account, see <a href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/resolve-social-sign-in-errors.html">Resolve errors related to signing in with your social account.</a></p> </div> </div> <div class="header parbase section"> <a name="main-pars_header_3"></a> <div class="header header-top"> <h2 id="Stillcantsignin"> Still can’t sign in? </h2> </div>  </div> <div class="text parbase section"> <a name="main-pars_text_3"></a> <div class="text"><ul> <li>Try a different browser.</li> </ul> <ul> <li>Enable cookies in your browser, and clear your browser’s cookies and cache. See your browser’s documentation for instructions.</li> </ul> <ul> <li>If you don’t see the email that you expected from Adobe, check your Spam or Junk folders, or see <a target="_blank" href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/didn-t-receive-expected-email.html">Didn’t receive expected Adobe email</a>.</li> </ul> <ul> <li>Retype your email and password. Make sure that Caps Lock and Num Lock are off.</li> </ul> </div> </div> <div class="text parbase section"> </div> </div> <div class="related-links"> <div> <h3> More like this </h3> <ul class="LayoutCellSides TextSmall LayoutRow"> <li> <a target=" _blank" href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/adobe-id-account-change.html">Manage your Adobe ID account</a> </li> <li> <a target=" _blank" href="/web/20180110213544/https://helpx.adobe.com/x-productkb/policy-pricing/change-country-associated-with-adobe-id.html">Change the country associated with your Adobe ID</a> </li> <li> <a target=" _blank" href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/didn-t-receive-expected-email.html">Didn't receive expected Adobe email</a> </li> <li> <a target=" _blank" href="/web/20180110213544/https://helpx.adobe.com/x-productkb/global/2-step-verification-account-security.html">2-Step Verification: Keeping your account secure</a> </li> <li> <a target=" _blank" 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