Acrobat prompts to start trial or buy a subscription.

Hi @michael_3054,

Thanks for the details, and the most useful clue is your last line: the issue follows her across machines, including a brand-new device. That tells us this is not a device or install problem at all; it is tied to the identity she signs in with, which is also why removing and reprovisioning the license did not change anything.

The pattern you are describing, all the Pro features visible but each one prompting to start a trial or buy, almost always means she is signed into Acrobat under a profile that does not hold the Pro entitlement. The installed app is Pro, so the features show, but the signed-in identity has no Pro license, so each gated feature falls back to trial.

A few things to check, in order:

1. Confirm that the exact email the Acrobat Pro license is assigned to in the Admin Console matches the email she is actually signed into Acrobat with. A mismatch here is the most common cause.

2. Have her fully sign out of Acrobat, sign back in, and at the profile selection screen, choose the Business or Work profile rather than Personal. If her email is associated with both a personal Adobe account and your business account, landing on the personal one produces exactly this behavior. Reference: https://adobe.ly/4d1RImE

3. In the Admin Console, confirm she is assigned to a product profile that carries the Acrobat Pro entitlement, not just added as a user.

Could you confirm the email on the assigned license, the email she signs in with in Acrobat, and whether she sees a profile chooser at sign-in? That will quickly tell us whether this is a personal-versus-business profile overlap.

Let us know how it goes.

Thanks,
Tariq