Account owner locked out since the Oct 1 login incident - /v4/me returns 200 but every account route returns 403

Help
,
1

Hi everyone,

I am the owner (and only member) of a V4 account, paid through Adobe Creative Cloud Pro (individual Adobe ID). Since October 1, 22:35 UTC, I have been locked out of my own account.

What I see

  • Web app: after signing in with my Adobe ID, I get “You do not have access. Log in with an approved email. You are signed in as ”, and “Return home” loops back to the same message.
  • API (V4, OAuth via Adobe IMS, a setup that had been working for weeks): GET /v4/me returns 200 with my identity, but GET /v4/accounts and GET /v4/accounts/{account_id}/workspaces return 403 {"errors":[{"detail":"Forbidden"}]}.

Timeline

  • Last successful request: Oct 1, 22:30:31 UTC. First 403: 22:35:02 UTC, in the middle of the status-page incident “Intermittent log in issues” (21:51 to 23:57 UTC).
  • The status page has shown “All Systems Operational” ever since, but 20 hours later I am still locked out.

x-request-id of refused calls

  • GNqfpLJLuKU2gwQBdgmB (Oct 2, ~05:50 UTC)
  • GNqhFwXKNQB8J-wBp4vh (Oct 2, ~06:00 UTC)
  • GNrBi6QCdNnb67cE-8-j (Oct 2, 15:57 UTC)

Support (three different agents by email) tells me my account shows as active on their side and that I am one of “a few users still affected” by that incident, but I only get the standard template: no ticket reference, no ETA.

Two questions:

  1. Is anyone else still seeing this since October 1?
  2. Could someone from the team look up these request IDs and pass my case to engineering? I am happy to share my account ID and user ID privately.

My business is at a standstill (editors and clients waiting), so any help is appreciated.

Thanks,
Enzo

2

@rosiec @CharlieAnderson sorry for the direct ping: email support cannot go beyond the standard template, so I am hoping someone here can help.

For reference, the incident is Frame.io Status - Intermittent log in issues . My first 403 came at 22:35 UTC, 13 minutes before the fix was deployed, and it has never recovered. It looks like my user was left detached from my own account by the incident or by its fix.

Could you take a look, or tell me who can? I can send my account ID and user ID by private message. Thank you!