Adobe Acrobat Pro, missing pro tools while connecting

Hello I got an issue with Adobe Acrobat Pro license, I got 30 users with Adobe Pro on my Admin Console Interface and every of them got the Pro tools on Adobe Reader when they sign in with their account. But yesterday I added a new user and when he connect to its account on Adobe Reader he does not have the pro tools. I tried to update Adobe, reboot, disconnect reconnect etc nothing worked, even tried to connect to its account on my Adobe Reader (on my computer) and still got the same issue, no pro tools, just the free one.

I tried to modify its mail account to another mail, modify its password, name, lastname and every information about the accoun, then remove the license for this account and delete the user. So that I can add its mail again like a brand new user, to get the first mail where you receive a code and then setting your name lastname password age etc

But it's still the same when he connect he doesnt have access to any of the pro tools, they are not even showing, when he log out from its account on Adobe Reader the pro tools appears with the 7 days of free trials button, like when you don't have a pro account.

What I am supposed to do? Does someone had already seen this?

Thank you in advance