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__Frank__
__Frank__
Participant
October 4, 2023
Answered

Team Account Issues

  • October 4, 2023
  • 2 replies
  • 357 views

We recently set up a team account and allocated licenses to staff who previously had monthly or annual subscriptions.

 

After cancelling the individual subscriptions yesterday people started noticing issues when they logged in. Multiple users are being prompted to re-subscribe even though they have been allocated a license for Standard DC in the team account. They are unable to convert files to PDF for example, when they previously had no issue doing so.

 

When they view their account online their team license does not appear in "Your Plan".

 

They have followed the link in the invite email, and signed out and back in. When relogging they are given the option to choose the personal or team account. But issues persist even when they choose the team account.

 

We removed the license for one of the affected staff members then reallocated it but this made no difference.

 

Waiting ~45 mins so far to speak online with support.

 

 

    This topic has been closed for replies.
    Correct answer kglad

    problematic users should sign out and then back in to their cc desktop application using the same adobe id used when assigning subscriptions in your console.  they may get an option to select a profile.

     

    sign in out: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

    profile: https://helpx.adobe.com/enterprise/using/manage-adobe-profiles.html

    2 replies

    Kevin Stohlmeyer
    Community Expert
    Kevin StohlmeyerCommunity Expert
    Community Expert
    October 4, 2023

    @__Frank__ unfortunately having them cancel their accounts was not the right way to migrate - everything is tied to those email IDs. 

    You should check your admin console to see if you can resubscribe them or contact Adobe support directly via the Admin console support tab and filing a ticket, not the general customer support chat.

    https://helpx.adobe.com/enterprise/using/individuals-to-teams-plan-upgrade.html

     

      kglad
      Community Expert
      kgladCommunity ExpertCorrect answer
      Community Expert
      October 4, 2023

      problematic users should sign out and then back in to their cc desktop application using the same adobe id used when assigning subscriptions in your console.  they may get an option to select a profile.

       

      sign in out: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

      profile: https://helpx.adobe.com/enterprise/using/manage-adobe-profiles.html

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