Participating Frequently

Question

Re: non-profit licenses

Forum|Forum|11 months ago
January 30, 2025
5 replies
1758 views

This is pretty messed up. I did everything right, got the e-mail from goodstack, and as soon as I tried to sign up was told that I already have Acrobat Pro. Sure, I signed up for a 15 day trial to evaluate it to see if I wanted it. After speaking with three different reps, none of whom knows anything useful, I concluded I needed to cancel the trial first. I did that today... and now I am being told I can't get it because I have Adobe Express for non-profits (it was free)! So, I canceled Adobe Express. However, you can't just end Adobe Express, because you have to wait until it runs out. 45 days in my case. Yes, when I try to get the new 1yr license for Acrobat Pro, it still says I cannot because I have Adobe Express.

This issue has been going on for almost two months, will it be fixed? or just scrapped?

Licensing

C

CPM_8844

Participant

I have the exact same problem and Adobe being completely unhelpful and pointing to everyone else. They only seemed interested in selling me additional liceses at full price.

kglad

Community Expert

@CPM_8844

you're having trouble getting verfied by goodstack?

M

Matt_James6923

Participant

I'm in the same boat. Have Adobe express for 3 of our team members. Trying to buy them a acrobat pro, getting the same "transaction not supported" message. Sigh...

kglad

Community Expert

@Matt_James6923

do you have a teams or enterprise subscription?

M

Matt_James6923

Participant

I'm not sure how to tell? It just says Adobe Express everywhere I look.

M

MaryEllen5E80

Participating Frequently

I have had this same problem. Adobe tells me it's a Goodstack problem. Goodstack says it's an Adobe problem. Plus I need to get licences for 2 volunteers. Goodstack says they have to apply individually. But then they would have to apply as our organization, which is not accurate, and they would have pay for their own licenses.

I left a negative review at https://www.trustpilot.com/review/goodstack.org and that at least got Goodstack's quick attention. But they haven't fixed the problem.

kglad

Community Expert

@MaryEllen5E80

why post in an adobe forum then?

M

MaryEllen5E80

Participating Frequently

Because it really is miscommunication and bad setup between Adobe and
one of its vendors -- Goodstack. Everyone I've communicated with at
Adobe insists that it's Goodstack's problem. People at Goodstack say
they are evaluating the process even though it violates the procedures
that Adobe has stated at https://www.adobe.com/nonprofits/acrobat.html.

I need 3 copies ASAP without my volunteers applying and paying for them
themselves.

Mary Ellen Smolinski
President and Founder
Working On Wellness Foundation

B

bob_2330Author

Participating Frequently

So let me answer my question, at least a bit. If you run into this problem you can call the sales or billing team. DO NOT ask them to solve the problem. Tell them you want them to remove any subscriptions immediately from your account, regardless of status. Once they do that you will immediately be able to register acrobat pro. Don't buy into the whole Goodstack thing. In no way is this Goodstacks fault. It's 100% Adobe.

kglad

Community Expert

if you cancel an adobe annual subscriptions without signing up for another subscription (same or different), there's a probable penalty likely to be enforced by adobe.

B

bob_2330Author

Participating Frequently

Maybe I am misinterpreting the error?

kglad

Community Expert

it's not clear what you're doing.

B

bob_2330Author

Participating Frequently

Sorry, I applied for this non-profit license for Acrobat Pro

Adobe Acrobat Pro for Nonprofits: Your professional document solution

Went through Goodstack, was approved, then Goodtack emailed me a link. The link leads me to the page displayed. I have spent a few hours on the chat lines with Adobe Support, they are insisting now it's Goodstacks problem. The error seems to indicate that I cannot get Acrobat Pro because I already have Acrobat Express, but the two products do not have the same functionality.

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