Unable to access adobe pro features after assigning licens

Forum|Forum|2 years ago
March 6, 2023
4 replies
9339 views

Hello Adobe

We have an Adobe Pro Business license subscription for our organization for 75 users. I have several user's that are unable to access the Adobe Pro features after receiving a license. Below are the steps used to assign a license.
1. Open Adobe Admin console.
2. Under Products - Adobe Pro - Assign users
3. Enter email address - Select populated email address - Save
4. On the assigned licensed page, we can see that the license has been assigned to the user.

On the assigned users machine
1. Open the invitation to "Get started Adobe Pro email". - Select get started
2. Adobe launches https://auth.services.adobe.com/
3. Page displays the organization profile and personal profile - Select org profile.
4. After authenticating via the organization profile successfully - "acrobat.adobe.com/" opens a web page
5. On the top right side of the page it shows "Start a trial"

So far we have tried the following:
1. Remove the license and reassign - This does not work as quick fix anymore.
2. Opened a case with Adobe Pro support. They offered the following solutions:
2.1 Open Adobe account settings on the problematic user account - Under Account and Security - Select "sign in and security"
2.2 Change password (did not work)
2.3 Sign out of all social media links - (non of the accounts were ever associated with social media accounts)
2.4 Disable "Automatic Profile Selection" (non of the accounts had this enabled)
2.5 Sign out of all "Active Sessions" (Did not work)
All of the above solutions did not work. We tried signing onto the user's adobe account from another computer with a new profile or private browser window. We deleted the account from Adobe, left it for a few days, then recreated the accounts, nothing works.

I believe this is a problem with the adobe server not successfully assigning the license, even though we have received the email invitation and logged in with the organization profile. We have no problem with assigning a license to several new employees.

Please help!

This topic has been closed for replies.

mariahweyne

Inspiring

Recently, Adobe reverted the use of Business Id's.

If you get the trial version when you log in to your Adobe program, you probably chose the wrong profile. Steps to follow to verify which profile is correct:

1. Go to https://account.adobe.com/
2. Enter your Adobe credentials.
3. Select the "Company or School Account" profile
4. Clic on the round pic on the right hand and choose View Account.
5. If you see the product assigned to you, you have chosen the correct profile.
6. If not, sign out and choose "Personal Profile" and repeat #4.

S

SuJoshi

Community Manager

@Fahd_Wesgro It seems most of the users have not configured their Business ID and Adobe ID and the profile is incomplete ( like the account is not verified and the password is not set). Kindly guide them to check the reminder welcome email in order to complete the profile and they should be able to activate the products without any issues.