Simple solutions to common Adobe ID and sign-in issues.

Forgot password

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:

Note:

For general information about using an Adobe ID account, see Manage your Adobe ID account.

  1. Go to your Adobe ID account.

  2. In the Sign-in window, click Forgot password.

  3. In the Forgot password window, enter the email address associated with your Adobe ID and click Next.

    Request password change

    Note:

    Can’t clear the text that appears in “Email address” field? Simply click in the field and start typing.

    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, contact us.

  4. In the Reset your password window, choose how you want to reset your password, using email or phone, and click Next.

    Note:

    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 Manage your Adobe ID account.

    Reset password - options

    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.

    Note:

    If you don’t see the email from Adobe in your inbox, check your Spam or Junk folder, or see Didn’t receive expected email from Adobe. Don’t have access to your email? See Can't access email.

  5. If you chose to reset your password using your phone number, enter the six-digit verification code sent to your phone, and click Verify.

    Verification code received on phone

    If you chose to reset your password using your email address, click the link in the email Adobe sent you.

  6. In the Reset your password window, enter your new password twice, and click Reset My Password.

    Reset password and confirm

Forgot Adobe ID

Your Adobe ID is the email address you used when you first started a trial or membership, or purchased an Adobe app or service.

  1. Go to Adobe ID account sign-in and try signing in with your primary email address.

  2. If you get the error, "The Adobe ID and password do not match," try a different email address.

  3. If you are unsure whether you have the wrong email or the wrong password, try resetting your password. 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.

Note:

Always use the same Adobe ID to keep all your Adobe memberships, subscriptions, and products associated with a single account.

Can’t access email

Note:

These steps are applicable even when you try to reset your email id in your new machine.

Try these steps if you can’t access your email account:

  1. If you know the Adobe ID password that’s associated with the email account you can't access, sign in to your Adobe account and change your email address.

  2. If you don’t know the Adobe ID password that’s associated with the email account you can't access, contact us.

Multiple Adobe IDs

Always use the same Adobe ID (email address) when you purchase a new membership, plan, product, subscription, or service from Adobe.

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, contact us.

Convert a trial to a Creative Cloud membership

To convert a trial to a paid Creative Cloud membership, see Convert a trial to a paid Creative Cloud membership.

Stop Creative Cloud from reverting to trial mode

If you have bought a Creative Cloud membership but are still prompted to start trial or to buy a membership, see Why is Creative Cloud asking me to Start Trial or Buy Now even when I have purchased a subscription?

View your membership plan details

For information on how to view, upgrade, or change your plan, see View, upgrade, or change your plan.

Find your serial number

Some products require you to provide a serial number before you can use the product. 

For information on finding your serial number, see Find your serial number.

Change Adobe ID email address

To change your Adobe ID email address, see Change Adobe ID email address.

Still can’t sign in?

  • Try a different browser.
  • Enable cookies in your browser, and clear your browser’s cookies and cache. See your browser’s documentation for instructions.
  • Retype your email and password. Make sure that Caps Lock and Num Lock are off.

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