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fw-wb
fw-wb
Participant
February 12, 2026
Question

Premium does not unlock on phone

  • February 12, 2026
  • 2 replies
  • 1 view

I was newly added to my company's Adobe Standard plan with my own new profile. I want to use the premium features of Adobe Scan. If I log in with my phone, I am added to the Adobe cloud and the app but I can't access Premium features. They are not unlocked and clicking on the option to unlock them says the access has been disabled by my admin. He did not do this and does not know what to do. Other than with my personal free account it says that the AI assistant is unlocked but the premium features are not.

Everything works perfectly if I sign in with my account on my admin's IPhone. It also works for other accounts in this plan. So I am assuming it has to do with my phone.

 

I am using a Motorola Edge 50 with all updates installed. I have tried many things including logging out of all Adobe Accounts on the phone, deleting cache and all user data through settings, uninstalling all Adobe apps, and reinstalling Adobe Scan. After logging in, the issue remains. Please help!

    2 replies

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    February 13, 2026

    Hi ​@fw-wb 

     

    Hope you are doing well and thanks for reaching out. We are sorry for the trouble you are experiencing.

     

    As described, you were added to your company’s Adobe Acrobat Standard plan with a new profile.

    When you sign in to Adobe Scan on your Motorola Edge 50 (Android), premium features show as “disabled by admin.”

     

    The “disabled by admin” message is generic and often appears when:

    • The app can’t correctly validate entitlements
    • Cached auth tokens are corrupted
    • The device profile (Android) fails to map your org permissions properly

    So this points much more to a local entitlement sync issue on your Motorola than an actual admin restriction.

     

    Few things to verify first : 

    1. On Motorola/Android devices, are you using a Work Profile or Secure Folder?

    If yes, is Adobe Scan installed in both personal and work profiles?

    Sometimes entitlements don’t sync correctly across profiles.

     

    2.Email you’re logging in with: Are you logging in with the exact same email your admin added to the Adobe Admin Console (work email vs personal email)?

    Even one wrong sign-in (e.g., Google sign-in vs email/password) can cause it to treat it as a different profile.

     

    Things you can try:
     

    1️. Force entitlement refresh inside Adobe Scan, On your phone:

    • Open Adobe Scan
    • Go to Profile / Account
    • Tap Sign out
    • Close the app completely (swipe it away from Recents)
    • Reopen Adobe Scan and sign back in
    • This forces the app to re-fetch your license from Adobe’s servers.
       

    2️. Remove and reassign license (admin side – quick test)

    Ask your admin to try this in the Adobe Admin Console:

    • Remove your user from the Acrobat Standard plan
    • Wait ~5–10 minutes
    • Re-add you to the plan

    This often re-pushes entitlements that get “stuck” for a specific user/device combo.

     

    Let us know how it goes.

     

    ~Amal
     

     

    fw-wb
    fw-wbAuthor
    Participant
    February 13, 2026

    Thanks Amal!

    To your points: 
    1. I am not using a specific profile or folder on my Android phone. It’s just the generic settings. 

    1. Yes, and the email is hown correctly (even though all capitalized) in the app user page. 

    Things to try: 

    1. I tried that multiple times, also including de-installation after data wipe, restart of the  device and re-installation. Same error which I can reproduce on my three available Android devices whereas a simple test login has worked(!) on my colleague’s iphone (of course logged out again before trying elsewhere).
    2. We’re checking this and I’ll report. But if thta were the case, would it have worked on my colleague’s iphone?

    Best

    Frank  

    fw-wb
    fw-wbAuthor
    Participant
    February 13, 2026

    We also did 2, including logging out and deleting data on my phone before reassigning the license. Nothing changed. 

     

    A note: I can also reproduce that for a short time after such an login, the AI-Assistant is also not available. It takes a few seconds but then it is shown in green and as subscribed whereas nothing changes for the premium features. 

    fw-wb
    fw-wbAuthor
    Participant
    February 13, 2026

    Additional info: I can reproduce the behavior with my Motorola Edge 30 and also the Samsung Galaxy Tab S5e where the Adobe Scan App has never been installed before (certainly no residual data here). 

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