The following content applies to NA, APAC, and EMEA geos only.

There are several instances in which you will receive an e-mail from Adobe. For example:

  • You request that Adobe e-mail your membership password to you.
  • You make a purchase on the Adobe Store or another Adobe eCommerce system.
  • You create a case in the Adobe Support Portal.
  • You convert a PDF using Create Adobe PDF Online.
  • A hosted service on requires you to verify your e-mail address.
If an expected e-mail does not arrive, don't worry! There are several possible explanations. Try the following solutions to resolve the issue.

Solution 1: Verify your e-mail address.

To verify that Adobe has your correct e-mail address, follow these steps:

  1. Sign in to your Adobe account.

    Adobe account
  2. Click the Account tab.

    Account settings tab
  3. Under Adobe ID, confirm that your e-mail address is correct. If not, edit it, or provide an alternate address.

Solution 2: Check bulk or junk e-mail folders.

Search your junk or bulk e-mail folders for the e-mail from Adobe. Your mail administrator or mail program could have automatically set up these folders for you, and filters can sweep e-mails into these folders without you knowing it. For more information on bulk and junk e-mail folders, check with your mail administrator or your e-mail program's Help files.

Solution 3: Turn off spam blockers.

Adobe's e-mail system does not work with some antispam software, such as those that use autoresponse or challenge methods to block unwanted e-mail. Temporarily disable the software and wait for the e-mail to arrive.

If your organization has a spam appliance or application, ensure that it is configured to allow e-mail from Adobe and Amazon Web Services.


On many e-mail servers, if you marked an e-mail from Adobe as spam, all future Adobe e-mails automatically direct to your spam folder.

Solution 4: Add the e-mail domain to your address book.

When the domain is in your address book, you can receive e-mail messages from Adobe.

Solution 5: Check your e-mail security settings.

Sometimes, a High security setting for your e-mail blocks e-mail messages from Adobe. Adjust your setting to Medium or Medium-High.

Solution 6: Wait for the e-mail to arrive.

Most e-mail delays are resolved within 24 hours.

Solution 7: Check with your e-mail administrator.

If you have not received the e-mail from Adobe, check with your mail administrator about your server's available disk space; it could be full. It's also possible that your e-mail administrator needs to add Adobe's mail server to your company's whitelists, using the following IP addresses and subnets:


Solution 8: Try a different e-mail address.

Modify your e-mail address by following the steps in Solution 1. Or, modify your e-mail address in the Edit Your Account Information page by clicking Change.

Solution 9: Contact Adobe Support.

If you are still unable to receive e-mail, contact Customer Service to verify that your e-mail address is listed correctly in Adobe's database.

This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported License  Twitter™ and Facebook posts are not covered under the terms of Creative Commons.

Legal Notices   |   Online Privacy Policy