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lucille_Volker
Participant
September 10, 2025
Question

Business Licenses not updated to portal

  • September 10, 2025
  • 1 reply
  • 208 views

I bought business licenses for Adobe Pro 1 month ago and they are still not accessable on our portal as shown on the screen shots.  We reduced down our licenses from 1500 to 20 as moved over to Nitro which does the same thing for a much better price.   When we try to assign a license it comes up with no access and that we have no licesnses availble.  The portal does not at all reflect our purchase as seen in the screen shots.  Why is it so hard for Adobe to get this right?

 

I have escalated the issue to Adobe who keep telling me it will take 24 hours to resolve but nothing gets resolved.  We have now asked our reseller for a refund and await this issue to be fixed.  It is impacting multiple people in a billion pound business.  

 

If Adobe ever want us to move back to them they need to sort the support out as its beyond a joke. 

1 reply

creative explorer
Community Expert
creative explorerCommunity Expert
Community Expert
September 11, 2025

@lucille_Volker hang on, you bought this from where? Adobe.com or a third-party website or reseller? 

If you bought this from a third-party website or reseller, the reseller then places the order with Adobe. Only after Adobe processes the order are the licenses typically added to your Admin Console. Could the reseller be pulling a fast one? Maybe? Your reseller is the primary point of contact for ensuring Adobe has completed this process correctly. 

For business licenses, the primary management tool is the Adobe Admin Console. This is where your licenses should appear, and where you would assign them to users. The licenses are not appearing, it confirms that Adobe's system has not yet registered your purchase correctly. The issue is on the back-end and not with your specific user accounts. The "no access" and "no licenses available" messages you are seeing are a direct result of the Admin Console not reflecting the purchase.

It sounds lik your reseller scammed you and it isn't like Adob would do anything malicious to their customers, even if you went from 1500 to 20 licenses. It's still money! 

 

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lucille_VolkerAuthor
Participant
September 11, 2025

We bought it from an Adobe Reseller, Adobe have confirmed they can see the license purchase they have just not sorted it from their backend, a ticket has been raised this is 100% an Adobe issue not a Reseller issue. 

 

A
Community Manager
Anshul_NautiyalCommunity Manager
Community Manager
September 15, 2025

Hi @Lucille_9208,

Thank you for reaching out. I have checked and can confirm that your Adobe ID is associated with an active Teams contract. This contract includes 21 Acrobat Pro licenses.

Could you please confirm whether you can see these licenses in your Admin Console? If so, kindly try assigning them to users in your organization and let us know if they encounter any issues accessing the applications.

If you are unable to view the licenses, please let us know and we will investigate this further.

We look forward to your response.

 

Regards,


^AN

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