Inspiring

Question

Some users suddenly unable to access firefly

Forum|Forum|9 months ago
October 29, 2025
5 replies
338 views

Hello,

some of the users in our company are suddenly unable to access the firefly homepage, despite having more than enough generative credits. There is a red banner at the top of the page stating:

"You do not have access to Firefly. Request access from your IT administration."

I have attached a screenshot of the firefly page and the users account showing the credits.

Our admin had no idea how to fix this, what can we tell him to point him in the right direction?

Credits and Subscription

J

jazz_2154

Participant

Hi my team is having the same issue with only one user. They have enough credits (3800) and a creative cloud pro account. They are getting the same banner as above. I have tried in a different browser, an incognito browser, and removing and re-adding the account. It is still showing as not having permission.

What else can we do to fix this?

A

AnkitVerma

Community Manager

Hi @jazz_2154,

That's an odd one, credits sitting right there and still no access. Thanks for running through everything you've already tried. Since the browser, incognito, and the re-add are all ruled out, the next place to look is the product profile, and that part's on your admin's side.

On Teams, Firefly is turned on or off at the product profile level, not on the individual account. That's why the re-add didn't change anything, the user just lands back in the same profile with the same settings.

A couple of things for your admin to check:

In the Admin Console, go to Products, open the profile the user is assigned to, select Details, and confirm the Firefly service is turned on. It's set per profile, not per person, which is how one user can get locked out while their credits still show. Steps here: https://helpx.adobe.com/enterprise/using/enable-disable-services.html
If the user is assigned to more than one profile, Firefly needs to be enabled in all of them. If it's on in one and off in another, that can block access.

Once that's set, have the user sign all the way out, sign back in, and reload Firefly.

If Firefly is already on across every profile and access still fails, go ahead and open a case through Admin Console > Support and we'll take a look at the account directly. Please include the user's email and a screenshot of the banner so we can get right to it.

Let us know how it goes.

Thanks,
^AV

F

Flo_8580Author

Inspiring

Hello @Anshul_Nautiyal,

only a few users are affected in our company. Firefly still works on my account, so i can't test your solutions myself. I will forward your tips to our admin and see how it goes from there.

Thanks!

A

Anshul_Nautiyal

Legend

Hi @F Schmid,

Thanks for the update. Since Firefly is still working on your account, it does seem limited to a few affected users. Please go ahead and share the suggested steps with your admin, especially the part about removing and re-adding the affected users in the Admin Console before reassigning their licenses.

Once your admin has tried that, please let us know the outcome so we can help further if needed.

Regards,
^AN

A

Anshul_Nautiyal

Legend

Hi @F Schmid,

Thanks for reaching out. As checked, I can see that you have an active Teams contract associated with the Adobe ID used to post this query. Based on your description, it seems that some users in your organization are unable to access Firefly and are receiving the message, “You do not have access to Firefly. Request access from your IT administrator.” Please confirm if this is the issue you need assistance with.

Please try opening https://adobe.ly/432A6lJ
in an incognito browser window and attempt to access the Firefly app from there. Additionally, try switching to a different network. Let us know if the issue persists after doing this.

If the problem continues, could you please confirm whether any users in your organization are able to access the app, or if all users are affected?

If only a few users are affected, please ask your admin to reassign licenses to those users from the Admin Console. They can do this by removing the affected users, waiting a few minutes, and then re-adding them before reassigning the licenses. You can follow the steps in this document: https://adobe.ly/4oHODeU

Awaiting your response. Please let us know if you need further assistance.

Regards,
^AN

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