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When we login to the Adobe website with our account the icon shows a different name and email?

Explorer ,
Feb 16, 2024 Feb 16, 2024

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We're having a significant problem, we created an Adobe account where we have a subscription to use Acrobat Pro. We install it on two computers (using only two of the three available installs) and everything was working right but now suddenly now we can't access the Acrobat Pro features. When I went to the computer that was having the problem and tried to login to out account I used the email that the account is registered to xxxxxxxx@Yahoo.com and Adobe says something like "You previously signed in with Google" and promts us to use Google to sign in (although there are other options like Facebook or Microsoft) and when we click on "Sign in with Google" it signs us in without asking for a password but then it says "You don't have Acrobat Pro, start a trial?" when I click on the users icon in the upper right corner either on the webpage (if we're siging into Adobe.Com) or the actual Acrobat application (on Windows 11 on this computer) it says that we're logged in as xxxxxx@gmail.com the personal email of the person who's using this computer who has a personal Adobe account without Acrobat Pro. So no matter what I do I can't login as the account  @Yahoo.Com that has the subscription for Acrobat Pro. How can we fix this problem?

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Community Expert ,
Feb 16, 2024 Feb 16, 2024

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do you have a teams or enterprise subscription?

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Explorer ,
Feb 16, 2024 Feb 16, 2024

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Neither, I think we have this as a single app and pay monthly and the app description says we have up to three installs on different computers

 

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Community Expert ,
Feb 16, 2024 Feb 16, 2024

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something doesn't make sense.  you either have an individual subscription ( for one person, not "we") and are limited to two concurrent activations, or you are part of a group with a teams/enterprise subscription.

 

what's your account say, https://account.adobe.com

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Explorer ,
Feb 16, 2024 Feb 16, 2024

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I don't see a plan name, this is what I can see:

2024-02-16_Acrobat Plan1.jpg

If I go to Manage plan:

2024-02-16_Acrobat Plan1.jpg

And that's it.

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Explorer ,
Feb 16, 2024 Feb 16, 2024

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Sorry don't know how I posted the same image twice

2024-02-16_Acrobat Plan.jpg

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Community Expert ,
Feb 16, 2024 Feb 16, 2024

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you have an individual plan for one person only.  ie, it's not to be shared with anyone.

 

if that's not what you want, re-contact adobe support.

 

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

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Explorer ,
Feb 16, 2024 Feb 16, 2024

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May I point out that computers in a household potentially may be used by a spose or children, are you saying the spose or childen may not use the Acrobat of their spose or father?

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Community Expert ,
Feb 16, 2024 Feb 16, 2024

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@Chris74656 wrote:

May I point out that computers in a household potentially may be used by a spose or children, are you saying the spose or childen may not use the Acrobat of their spose or father?


 

yes.

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Explorer ,
Feb 16, 2024 Feb 16, 2024

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That rediculous, the the wife who uses the same computer or the children who many use it (all in the same user profile) must each have a their own subscription even though they're all using the same computer is nothing short of outragous.

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Community Expert ,
Feb 16, 2024 Feb 16, 2024

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how you feel about it doesn't change adobe's terms of service (with which users agree with when they subscribe).

 

otoh, adobe doesn't try to track who's using their software.  but if they find fraudulent use, the subscription is cancelled.

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Community Expert ,
Feb 16, 2024 Feb 16, 2024

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quote

 we created an Adobe account where we have a subscription to use Acrobat Pro. 

 we have this as a single app and pay monthly 


By @Chris74656

 

Each license is to be used by only one (1) person and cannot be shared.

from here:

https://www.adobe.com/legal/terms.html

 

also see here:

https://helpx.adobe.com/download-install/using/install-apps-number-of-computers.html

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Explorer ,
Feb 16, 2024 Feb 16, 2024

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Let me be 100% clear about this, we spoke to Adobe sales and explained what we wanted and they told us it was Ok. Since the guy I'm helping out is not that computer savy I was there on the phone call and helped him explain what we wanted to do and we did exactly what the sales rep told us, at no time did the sales rep say that there was any legal issues so if there's a problem then it's on the sales rep who gave us wrong information.

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Community Expert ,
Feb 16, 2024 Feb 16, 2024

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Are you just helping the user install it, or do you intend that both of you will use the software?

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Explorer ,
Feb 16, 2024 Feb 16, 2024

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I'm trying to help him troubleshoot this issue, I'm not one of the users of the computer in question.

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Community Expert ,
Feb 16, 2024 Feb 16, 2024

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Got it. 

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