Fix two-step verification issues

Learn how to fix common issues related to two-step verification.

Didn't receive a verification code via email?

We recommend waiting for some time as the code can take a few minutes to be delivered.

• Check your spam or bulk folders if you chose to get the code through email.
• If you still haven't received the code, select Use another method to receive the code in the sign-in screen. Then select Text code to number ending in-xx to receive the code.

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
• The Adobe Account Access app

If you don’t, we recommend that you create another account.

Unable to remove 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." Contact your IT admin to fix the issue.

Unable to deactivate two-step verification?

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 can deactivate either the email option or the SMS option, but not both. If you try to deactivate both options, you're prompted with the message "Unable to deactivate two-step verification." Contact your IT admin to fix the issue.

Can't access Adobe or Google Authenticator app?

You can get the code on your phone and primary email address if you can't access your Adobe Authenticator or Google Authenticator app.

You can also use the Adobe Account Access app to sign in without entering any password.

Enabled two-step verification but lost access to your phone?

Two-step verification requires you to provide your Adobe Account password and a verification code from another authentication method. If you can't remember your password and don't have access to your email, phone, or Adobe Account Access app, you'll be unable to access your account. In this situation, it's best to create a new account instead.