Goodstack & Public Libraries Listed in IMLS

Our library is listed in the IMLS database and therefore meets Adobe's published eligibility requirements for nonprofit offerings. We have provided Goodstack with our IMLS listing, shared Adobe's own response confirming library eligibility, and even supplied direct links to Adobe's terms that specifically reference public libraries listed by IMLS. Despite this, we have been stuck in the same cycle of responses since December 2025.

When our existing Adobe Express licenses expired, we found ourselves unable to renew through Goodstack because the verification process still did not accommodate IMLS-listed public libraries. To Adobe's credit, they were willing to issue replacement licenses directly and assured us they would follow up with Goodstack regarding the problem. However, many months later, nothing appears to have changed.

Our experience with Goodstack has been one of two outcomes: either we are told that they are "working on it," or our application is denied despite providing documentation that clearly demonstrates eligibility under Adobe's own rules. Looking at similar complaints across various forums, it is difficult not to conclude that this has become a generic runaround rather than an issue that is actively being addressed.

While much of the frustration is understandably directed at Goodstack, I think Adobe also shares some responsibility here. Adobe has clearly stated that IMLS-listed public libraries are eligible, yet the verification partner they have chosen still appears unable or unwilling to process those organizations correctly. At some point, Adobe needs to do more than acknowledge the problem, they need to apply pressure for a solution or provide an alternative path for eligible public libraries to obtain and renew their licenses.

The contrast with TechSoup is striking. Under TechSoup, the process was straightforward, libraries were properly recognized, and licensing was generally seamless. We never encountered anything close to the level of confusion, repeated documentation requests, denials, and delays that have become commonplace with Goodstack.

It is disappointing that organizations such as Adobe and Google continue to rely on a verification platform that appears to be creating barriers for legitimate applicants rather than facilitating access to the programs they sponsor. Public libraries should not be losing access to donated or discounted services because a verification provider has not implemented eligibility criteria that have been clearly documented for months.

We hope both Adobe and Goodstack will finally prioritize a permanent fix. In the meantime, libraries that are clearly eligible under Adobe's published terms remain caught in limbo, with no reliable way to obtain or renew the products that these programs are intended to provide.