Unable to Access My Autodesk Account Due to Deleted Student Email

[melisa_thg]

I am experiencing an issue accessing my Autodesk account. I had a student membership linked to my student email address, but my institution has since deleted that email. Now, when I try to log in, I am prompted to receive a verification code either via my student email (which I no longer have access to) or via my phone. However, I am not receiving any verification codes on my phone either.

Since I cannot access my student email and I am not receiving the authentication code on my phone, I am completely locked out of my account. I would appreciate your assistance in recovering access. Pleeease let me know what steps I should take to verify my identity and regain access to my account. 

[ @melisa_thg  - Topic title and body has been edited to improve findability, and post moved to Installation & Licensing forum by @CGBenner]. 
[Original: Unable to Access My Adobe Account Due to Deleted Student Email]

[jasonhartsoe]

You’re not wrong.  Though they should be reprimanded for sure.  I’m just a bit frustrated and this has caused a serious concern for user trust.  This decision was a bad one.  Like you, I’m in agreement.  It should have been confirmed and not forced.  If not confirmed, then it never gets activated.  So after X amount of days it would revert back to being turned off.  Therefore, those that can access it will, and those that can’t won’t be in this predicament.  It seems we were a result of someone’s actions without due process and a breach of trust.  While I understand the need for security, for many of us, we don’t need all of this.  We are good as is.  I hope this can be resolved.  I have always been a fan of autodesk and their support for education.  If anything, I hope they can resolve this quickly.

[jasonhartsoe]

Once again, no help.  I think I’ve been fairly patient at this point, but it’s becoming a serious matter…

[mherbold]

I got a reply from support - they are refusing to help me saying that OTP is designed to make my account more secure, blah blah blah, and to talk to my school's IT people.  The problem is that I have not worked for that school (Phoenix College) in years.  They're not going to help me.  I need to send you proof (drivers license, whatever) of who I am so you can turn OTP off.  My case number is 24453644.

[j_w_parr98]

Don't expect to get anywhere, feel free to read the pleasent conversation i had with support...

[RajkumarIlanchelian]

@jasonhartsoe I made sure your case was rerouted to the right team to take care of but it looks like it went no where.

@mherbold Thanks for the case ID

@j_w_parr98 Can you please give me your case ID

I am going to make sure that this is taken care of. 

[j_w_parr98]

Case ID: 24457883

[jasonhartsoe]

This will likely end up in a class action suit.  I can’t imagine it won’t at this point.  It’s a breach of trust and violation of our rights.  They turned in something we didn’t agree to or opt in and therefore made it impossible to access our accounts.  They have the ability to see they were the ones to turn it on and could just as easily turn it off.  I was a developer for 35 years.  This isn’t difficult, it’s just their refusal to do it.  When the media gets a hold of this and a law suit, someone will be getting fired and stock values will drop.  This is something someone should have seriously thought through and need to reverse it.  We not being able to access our email isn’t the problem.  Turning on something that caused us to lose access without our consent is.  So this is just going to end up being a serious problem as more and more people try to login and can’t.  Especially those who depend on this for income etc.  so I’m fairly certain someone is going to file suit and make a big deal out of this soon enough.  Meanwhile, the rest of us are without access to our accounts and data and all it takes is disabling something we didn’t enable to begin with.  It should be that easy.  None of this bs.  

[jasonhartsoe]

The irony of them admitting they did it and without our consent.  This won’t end well…

[jasonhartsoe]

Nope no where.  Same excuses.  They turned it on without our consent and have now caused us to lose access to our data.  This might have to become a legal issue at this point.  They should have every ability to see they enabled it and every ability to disable it as we did not agree to have it turned on, thus putting us in this situation.  Disabling it will allow us to log back  in and update our accounts.  This should not have ever happened and we aren’t getting anywhere with getting access back.  All it takes is disabling the 2FA that we didn’t turn on to begin with.  

[slapkev]

My case number is 24458107, thanks.

[slapkev]

I just received a phone call and email regarding my support case. The agent more or less repeated what has been posted already: Since you don't have access to your email you can't generate an OTP, since you don't have a phone number on the account we can't generate an OTP, and with no OTP you can't access your account. Helpless to disable the OTP even temporarily, generally unhelpful. Very polite, but unhelpful.

The kicker is that the support agent then suggested my only course of action is to create a new account and use it instead. It should be pretty obvious why that's not a very good solution to somebody that has been locked out of their 7-year-old account with 7 years worth of files due to a login policy change that caught them completely off guard.

The agent also said that since they can't do anything else on their end, they are closing the support case. Wonderful. 

[ya9mury1lmaz]

I too would like to get some guidance on this. Here is my case number 24460855.

I will add the chat below too, as it was greatly similar with everyone. One diffirence I had with others is I used the OTP before, so I knew it was open. But,  as  maybe others can relate, I wasn't opening the site almost any time, as my account was Open in the app Fusion 360 and as long as fusion didnt remove my account for whatever reason (Update or whatnot) I didnt had to open my account. So I didnt saw the 'We are closing support of SMS verification' thats been shown on site. I wasnt notified on my Fusion app, If I was I would have been able to change it before the SMS verification stopped. I am not even sure I got an e-mail, as I can't see the e-mail now but If I didn't, I would think of this as an negligence.

I still hope there is a way to find a solution, as I really REALLY liked to accses my files and projects I did, and start an another license if possible. But with the answer Im getting being 'Open a new account' at this point I am losing hope. I would be content with getting my files in a zip to maybe add to a new account too, but that seems way more overreached then just getting a accses to my old account.

Here is the chat, nothing new that could help anyone I am guessing.

[jasonhartsoe]

Still getting nowhere:

CaseNo: 24453561.

@RajkumarIlanchelian 

[mherbold]

Sayan has contacted me but he is not understanding the situation that we do not have access to our old email addresses any more.  He says he will send my OTP to my old email address which is not going to help at all.  I sent him my drivers license and a description of the things I have in my Fusion account, and he seems to have ignored all that.

[jasonhartsoe]

He may misunderstand. Let him know you need him to generate an OTP for
that account. You’ll login to your old account and let it generate a code,
then while he’s available, email him back letting him know you’ve done so
and need him to generate the OTP. He will email that to you at whatever
address you need. Then you’ll use that code before the 8-10 minute limit
is up. Login and be sure to save your backup code that it will generate
for you.

He will need to verify your info for the old account so be sure to let him
know what’s going on. I imagine he deals with a lot of users, so he can
easily get confused as to who he’s talking to and situation. So be sure to
explain it again to him.

[daniel_IBH]

Hello everyone,

I am facing the same problem and can no longer access my Fusion account because my student e-mail address no longer exists.

I find it absolutely cheeky that 2FA was activated without my consent and I was therefore locked out of my account.

The support always tells me the same thing, no access without e-mail (case number: 24467159).

I can also prove that I am really the person and also in possession of the password, I also believe that I have set up an alternative e-mail address!

Could this help?

[slapkev]

I can also prove who I am, but I have gotten nowhere... 

[RajkumarIlanchelian]

Our apologies once again but I am working with our support teams. 

24453561 @jasonhartsoe 
24457883 @j_w_parr98 
24458107 @slapkev 

are the case IDs that I have marked as resolved so far. Can you please confirm that your cases are resolved? 

[slapkev]

My case isn't resolved, I'm still unable to access my account. 

[joseph_eke_md]

I am helping my daughter with the same problem everyone else on this thread is having with the newly imposed 2FA system. We are all locked out of our accounts simply because old email addresses used years ago to create an Autodesk account have since been deleted. Support doesn't seem to understand there have to be ways to prove we are the account owners to restore access to our personal accounts other than an old invalid email address. 

I'm replying to you because you seem to be the Autodesk representative interested in helping. Thank you!

Please add Case #: 24466862 to your list as unresolved.