User logs in and it doesn't have her Acrobat Pro account

Question

This has happend to two of our users so far. They get the invitation email, click on the link, set up an account and install Acrobat Pro, but when they try to send for signatures, they are confronted with marketing to buy a plan. They are already part of our plan and they did not have an Adobe account prior to clicking on the invitation link. I tried everything I could find to change their profile (both only had the one) and reinstalling and restarting. Neither did anything. What is going on?

Meenakshi Negi · Answer

Hi randyv38464137,

Thank you for reaching out, and sorry for the delay in response.

Would you mind sharing the screen recording from one of the users?

Please show the invitation message they receive and how they configure the account.

It would be helpful if you could share the email address of the users in the private message. So we can check their Adobe account information. You may initiate a private message via the envelope icon at the top right on this community page.

NOTE: Please do not share email addresses or personal information on public websites.

Thanks,

Meenakshi

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