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How can I determine the license owner for Adobe Create Cloud software

New Here ,
Aug 31, 2020 Aug 31, 2020

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We have 3 laptops that belonged to former employees with Adobe Acrobat DC 20/Creative Cloud installed. The applications needs to be transferred to 3 new laptops but we do not have the account information for either of the 3 former employees. Is there a way to retrieve the account information so we can transfer the application? We have the names of the 3 former employees.

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correct answers 2 Correct answers

Adobe Community Professional , Aug 31, 2020 Aug 31, 2020
You need support Be sure to remain signed in with your Adobe ID before accessing the link below -you must also allow 'cookies' in your web browser for this to work https://helpx.adobe.com/contact/support.html for chat or https://helpx.adobe.com/contact/phone.html -click the chat icon at the bottom right of the page to open a chat session -the chat icon looks like '3 dots inside a circle' at the lower right -type AGENT into the chat window to connect directly to a person rather than the AI Do be ...

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Adobe Employee , Aug 31, 2020 Aug 31, 2020
The answer to this is going to depend on what kind of membership these former employees had and how it was being paid for. If they had Creative Cloud individual memberships associated with a company email address these memberships most likely will need to be cancelled and a new ones created for the new employees email addresses. If they were assigned a generic company email only used for Creative Cloud it might be possible to just change the password. You should be able to open the Creative Clou...

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Adobe Community Professional ,
Aug 31, 2020 Aug 31, 2020

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I've moved this from the Using the Community forum (which is the forum for issues using the forums) to the Accounts forum.

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Adobe Community Professional ,
Aug 31, 2020 Aug 31, 2020

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You need support

Be sure to remain signed in with your Adobe ID before accessing the link below
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact/support.html for chat or https://helpx.adobe.com/contact/phone.html
-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long

 

You also need to have someone who has the job of keeping track of all company assets

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Adobe Employee ,
Aug 31, 2020 Aug 31, 2020

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The answer to this is going to depend on what kind of membership these former employees had and how it was being paid for. If they had Creative Cloud individual memberships associated with a company email address these memberships most likely will need to be cancelled and a new ones created for the new employees email addresses. If they were assigned a generic company email only used for Creative Cloud it might be possible to just change the password. You should be able to open the Creative Cloud app and click on their avatar in the top right corner to see what Adobe ID is being used. If they were using a Creative Cloud for Teams type membership an administrator for the team should be able to revoke the license from these former employee email  addresses and reassign it to a new employee within the Admin console (all from the company side without Adobe involvement). So as I mentioned, it really depends on the type of membership(s) used. If you're unsure of the type of membership they had contacting support as John mentions would be the best next step.

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Adobe Community Professional ,
Aug 31, 2020 Aug 31, 2020

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Adding to my initial reply

 

I used to work for a company that was large enough that a central person was in charge of all computer purchases, both hardware and software

 

Some employees were strictly users, who were not qualified/allowed to install anything... in which case the central person visited the employee to do hardware setup and software installs

 

Some employees were knowledgeable enough to be allowed to do hardware and software installs

 

Either way, the central person kept track of all serial numbers, both hardware and software, and the user ID and password used to do all installs

 

So when an employee left there was never any question about "lost" information

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