Error adding new sign in

Question

I used to sign in with my school account which is now deactivated.

I cant sign in with my new account because it comes up with the below error. i tried repairing but it didnt change anything.

Request Id: 6b4e8742-feff-4a73-910b-b4d6b1183e00
Correlation Id: 02aae9f1-9bd5-47f3-bfc5-3cea4e7e8fc6
Timestamp: 2025-10-19T12:28:07Z
Message: AADSTS50020: User account '(my new email)' from identity provider 'https://sts.windows.net/119fdb5c-dc6d-4a1c-8a59-5de2a7937823/' does not exist in tenant 'Anglican Schools Corporation' and cannot access the application 'https://federatedid-na1.services.adobe.com/federated/saml/metadata/alias/60d96fd0-a4b8-4247-b695-a9b3235ff7ab'(NAC Adobe SSO) in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account.

Randy Hagan · Answer

My suspicion is that you have remnants, or your entire previous install of Acrobat with your former Adobe Account information. In either case, you're going to have to completely remove the old install before you can install and register Acrobat with your Adobe Account information.

You didn't say whether you have a Windows or Mac system. If you have a Mac, use the Uninstall utility in your Applications>Adobe Acrobat folder. If you're on a Windows system, go to the Apps section of your Windows System tools (the gear at the lower-left of the Windows Start menu) and uninstall it from there.
Next, use the AcroClean utility to clean any and all remnants of your Adobe Acrobat install(s) on your system. You can get the right AcroClean utility for your system and directions on how to use it by following this link.
With everything removed from your old Acrobat install(s) you can now install a clean version of Acrobat and successfully use your new Adobe Account to register the software.

Hope this helps,

Randy

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