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]

[j_w_parr98]

My case has been resolved, I had to wait 7 days to get a call with autodesk’s singapore phone support team, they were then able to provide me with the mfa code and guided me to change the email address and activate other communication methods to prevent this in the future

24457883 @j_w_parr98 

[slapkev]

My case has also been resolved via phone support, access to account restored.

# 24458107 @slapkev

[joseph_eke_md]

It is reassuring that others on this thread have had their access to accounts restored by support. Thank you for your work on this! 

But I have been back and forth with support on my problem for days with still no resolution (exactly in the same way described by others on this thread).

Please help! 

Case #: 24466862 @joseph_eke_md 

[mherbold]

Hello Rajkumar - I have been going back and forth for days with Sayan at support.  We are going around in circles.  I give him my drivers license, and he thanks me for it, then comes back and says I need to contact my old school to get back access.  It's driving me nuts.  Please help me.  It's been a few weeks since I've lost access, and I've got hundreds of hours of work in my account that I do not want to lose.

Case 24453644

[RajkumarIlanchelian]

@mherbold @joseph_eke_md I have connected with the team on both your cases. I will post back here shortly. 

[rctRCT]

Hello,

I ran into the same problem. MFA was enabled on my account since the last time I used Fusion, and now I can't login because I no longer have access to my student email account. I still know my password. My case number is 24483734 if you can look into it, I would greatly appreciate it. I had to make this account in order to create a ticket.

Thanks

[ozzman0830]

Same here. My student email is deleted by the school, so there's no hope of recovering an MFA/OTP (I reached out to them after striking out in the chat). I was completely blindsided by this change and have no way to access my files! I've submitted a ticket as well - 24491266. 

@RajkumarIlanchelian I chatted with you earlier about this exact topic. Temporary access to my old account would provide me the opportunity to fix this very major problem. 

Thanks in advance for any further assistance.  I too can and will provide proof of identity, know my password, and can show f3d/STEP files I've exported. 

[RajkumarIlanchelian]

For all the other reported tickets that are not resolved I am working with the team on this. 

[ianjones17]

Hi @RajkumarIlanchelian, 

I am in a similar situation as the others. My student email address is the admin of the hub that contains all of my projects and i no longer have access to my student email account (ijones8@gulls.salisbury.edu) (I know my credentials). Thankfully, my i am an Editor of the hub with my personal email address (this account; ianjones17@hotmail.com) so i can still 'access' my projects. The issue is that my student email lost its educational access and now only has 'Basic' access with limited functionality. Is there a way you can transfer administrative privileges of the hub to my personal account? If you can look into it, I would greatly appreciate it.

[RajkumarIlanchelian]

@ianjones17 Couple of things to make this happen but I wont be able to do this based on this forum post for security reasons. 

1. Connect with our support team and make this request. They should be able to get you admin access to the other account and also get access to your EDU account. 
2. IF you do not have access to your EDU email any longer, I assume you are are done with that part of education? If so you should not be using the education license to begin with. You should cover it to a personal or a start up license. 

[tooferab]

Hello @RajkumarIlanchelian

I'm really glad I found this thread full of people with the same issue as myself, and I really appreciate how much work it looks like you're putting into helping people get their issues resolved.  

I'm having the same problem as everyone else.  I no longer have access to my old .edu email address that I used to created my Autodesk account several years ago, so I'm unable to receive the OTP email to log in after the change.  I contacted the school and they said there's no way to get even temporary access to my old email address.  After reading through this forum thread, I created a secondary Autodesk account (this one) and submitted a support ticket.  I've been back and forth with them several times.  I thought we were getting somewhere when they asked for some proof of identity and then asked to set up a phone call to provide me the code, but then I got another message from the same support person asking me to follow some steps that have nothing to do with my issue (and which I can't follow, because I can't log into the account).

My support ticket is 24486899.  

Thank you for your help!

-Matt

[daniel_IBH]

Hi @RajkumarIlanchelian,

I also still have the problem that I can no longer access my student account because my student e-mail address no longer exists (daniel.huhn@student.hs-anhalt.de).
I have been in contact with the support for a long time now (case: 24467159), but I think they didn't understand my problem at all. He sent me a code so that I can access my account again, but to change the e-mail address in my user profile I need to log in again with another code and the support man didn't understand that.
We then just went round in circles and he closed the ticket.
I urgently need help so that I can regain access to my account or change the e-mail address!

Thanks for your help,
Daniel

[ozzman0830]

I have the same issue as Daniel. Fortunately I was able to export most of my important files from fusion. It's ridiculous that we have to acquire another code to change our email as well, especially after having to go through the pain of getting one code just to regain some semblance of access. I feel like this was intentional from Autodesk's side to weed out users that no longer need access. Pretty unprofessional way of executing the change. 

[daniel_IBH]

Hello @ozzman0830
I didn't even think of using the code to log into the software and make a backup of the data.

The support always instructed me to change my e-mail address.

That annoys me now!

@RajkumarIlanchelian how should I proceed now?
Should I contact support again with a ticket?
But it is very tedious to explain to support what my problem is.

Can you perhaps help me via PM? A backup of the data would also help me.

Greetings,
Daniel

[RajkumarIlanchelian]

@daniel_IBH So you got the code to login to Fusion but now it is asking for it again? 

1. Please log another ticket and on the call given them your old ticket ID too
2. They should generate another OTP
3. Once you receive it follow this article to change the email ID - https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/Modifying-Email-Ad...

This way you now will get any OTP to your email that you have access to. 

[daniel_IBH]

Hi  @RajkumarIlanchelian ,
thanks for the quick reply.
The same link to change the mail has already been sent to me by support.

But the problem is that you need an OTP to get access to your user profile and as soon as I click on “edit” to change the mail, I have to log in again, where you need another OTP.
But the support does not understand this and does not want to send me another OTP!

[RajkumarIlanchelian]

@daniel_IBH Can you please send me your case ID again? I will follow up internally. 

[daniel_IBH]

Hi @RajkumarIlanchelian

the case number was: 24467159

[RajkumarIlanchelian]

Customer support should have gotten back to almost all of you on your cases. Please let me know if they have not contacted you or if your case ID is still not resolved. 

[piotr_paderewski34]

Hi there .
I have this same problem , but with both of the email and don’t have ANY possibility to get back access to them . I was trying email to the Autodesk support ( for both of emails ) but no answer until now . 
I can see many people experiencing pretty much this same problem . 
Can I get any help here please ?