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]

[RajkumarIlanchelian]

@piotr_paderewski34 Can you please follow from this thread? https://forums.autodesk.com/t5/fusion-support-forum/unable-to-access-my-autodesk-account-due-to-dele...

[petr_hermanek]

I have exactly the same problem - I cannot access my old email anymore and cannot modify the contact email address due to the 2 step verification. Can anyone give step by step instructions how to solve this?

[RajkumarIlanchelian]

@petr_hermanek Look at the post just above your. I have a link in there.

[daniel_IBH]

I finally managed to change my e-mail address to a new one.

I can now finally work on my projects again.

many thanks to all supporters.

[piotr_paderewski34]

Hi.

So , after exchanging a few email, and after a few calls from the support i still dont have a access to my account.

Somehow this guys cant understand the fact, that i am lives in Europe and there is a few hours difference between our times. 

We tried to schedule a few times a call, but this didt run...

Simple question is: can you guys send one time access code for me via sms, or for my present email adress ?

My case number is 24527075.

[RajkumarIlanchelian]

@piotr_paderewski34 Thanks for the case ID. I will check with our engineering team. 

[melisa_thg]

I followed the instructions, but I’m not able to generate a support ticket. Could you please guide me on how to proceed?

[piotr_paderewski34]

Hi. 
Did you found out some solution for this login problem ? 
There is another think what need to be mentioned here . 
It’s a problem with my mobile phone network . 
Durring a conversation with Your technician support notice that I don’t have access to internet ( didn’t been connected to any WIfi becouse I was at work ). I really didn’t understand why is like that because it’s didn’t happen before . Never . 
I was contacted with my network deliverer .

They explained me that during some calls , what required more data transmission the internet access is automatically disconnected . 
Since you are calling from the USA, this voice call requires additional data transmission on my mobile network to maintain the quality of the voice call. Therefore, my mobile network disables Internet access at this time. I have already tried twice during a conversation with Autodesk technical support to open the login page and it cannot be done. I don't have internet during the conversation.  So , the only one solution what I can see right now is , You will need to call me before 13 o’clock CEST time . Then I still will be home and I will be able to try login on my PC . After this time I am going to work , and it’s will be thise same story like I explained.
It's been going on for over a month since I still don't have access to my account.

I really hope guys You working hard with any solution for this .

[piotr_paderewski34]

Hi there . 
It’s again me . 
I received a call from support today but after a 20 talk it’s seems for me like , they don’t know whay they actually calling me . 
This lady was ask me to check my email adres correspondent with my account … 

After I told her that I DONT HAVE A ACCES TO THIS EMAIL , she said that they can’t help me then . 

What should I said ? 
All that’s email , calls and time for this Caine of misunderstandings ? 
How should I create a proper case ticket from the account if I don’t have a acces to this email and I can’t be logged in to Autodesk , what coussing that I am unable to start ANY conversation and try to get some help from You. 
So , I creat a new account ,only  specially for get some help. 

[RajkumarIlanchelian]

@piotr_paderewski34 Can you please pass on your case ID?

[piotr_paderewski34]

Case number is :24527075

It’s  about account for natalia20000@op.pl

Exacly for this account I don’t have access due to email problem . 

[piotr_paderewski34]

Hi . 
Did you get back your account access? 

[cesar_deoliveira]

@RajkumarIlanchelian I'm facing the same issue, I recently graduated and lost access to my .edu account. Would like to transfer those files to this account. I just submitted a ticket (24641900). I appreciate your attention to this matter, seems like everyone is getting this resolved!

[kksmith244]

My issue was resolved by support within two hours. If they give you the OTP
code and you are on the old log in page, it will let you generate the
backup code to get in.

[melisa_thg]

t’s not working, I still haven’t been able to access my account.

[RajkumarIlanchelian]

@melisa_thg @Where you able to log a support ticket? 

[videohead]

@RajkumarIlanchelian Hi, I'm also in the same situation as these other users. My student email no longer exists and I can not verify when logging in because of that. The support person on my ticket either has the wrong information about solving this or just doesn't understand. If you could take a look at my case as well it would be much appreciated. Case no: 24657423

[timmahoney]

@RajkumarIlanchelian as discussed in DM's. I lost access to .edu email and can't login now. I've contacted support, case 24709124.

[lollobaldo2000autocad_rec]

Hi @RajkumarIlanchelian --  same problem as everyone, could you please help escalate ticket 24718406

[timmahoney]

@RajkumarIlanchelian I've contacted support (talking to Amrit) but I'm getting conflicting info from the same agent (Amrit)

29 Aug: "To assist you further, I can help with the OTP (One-Time Password) that is currently being sent to the inbox of your old email address which you are unable to access. However, I will first need your consent to generate and share the OTP for the account linked to your student email."

I spent the past few days trying to confirm my availability with Amrit. I assumed they were going to help send me a OTP to my email but just got this response from Amrit:

1 Sep: "Please note that for security reasons, we cannot provide the OTP to your personal email address. If you had reached out from your education email, I would have been able to assist you directly with the OTP. In this case, the best next step would be to check with your institution’s IT administrator. You can request temporary access to your education email inbox, which will allow you to receive the OTP from us and regain permanent access to your account."

This sounds like the same circular issue others have described – obviously very frustrating.

I don't understand why this process is so convoluted and why these agents are not trained to resolve this issue.