Solve common two-step verification issues
Keep your Adobe account information, such as your phone number and primary email (Adobe ID), updated for uninterrupted access to the latest features and security updates. Learn how you can update your Adobe account information.
Learn how to fix some common issues related to two-step verification.
How to fix two-step verification issues
Didn't receive a verification code?
We recommend waiting for some time as the code can take a few minutes to be delivered.
Chose to get the code through email? Check your spam or bulk folders.
Still didn't receive the code? In the sign-in screen, select Use another method to receive the code. Then select text message (SMS) to receive the code.
After entering your email, you're prompted to enter a code in the sign-in screen. On this screen, select Use another method to receive the code. You can get the code via email and text message (SMS) on your phone. After that, follow the onscreen instructions.
Forgot Adobe password and can't access other authentication methods?
If you have enabled two-step verification and forgotten your password, you need access to at least two of the following based on your account settings:
- Your account email
- Your account phone
- Adobe Account Access app
If you can't access at least two of these methods, you won't be able to access your account. Our recommendation is to create a new account.
Unable to remove your phone number?
If your Adobe account is part of a company or school account, and your IT admin has turned on two-step verification at the organizational level, you must provide a mobile phone number, and you can't turn this option off. If you try to turn off the mobile phone option, you are prompted with the message "Unable to remove phone number."
Unable to deactivate two-step verification?
If your Adobe account is part of a company or school account, and if your IT admin has turned on two-step verification at the organizational level, you cannot deactivate both email and SMS options. You can deactivate one or the other, but not both. If you try to deactivate both options, you're prompted with the message "Unable to deactivate two-step verification".
Can't access your Adobe or Google Authenticator app?
You can get the code on your phone and primary email if you can't access your Adobe Authenticator or Google Authenticator app. In the sign-in screen, select Use another method to receive the code. Remember that you need both phone and email to receive the code.
Once you sign in, deactivate the Google or Adobe Authenticator app. Note that Adobe no longer supports Adobe Authenticator and Google Authenticator.
Go passwordless. Try our Adobe Account Access app to make your sign-in secure and simple.