Skip to main content
Inspiring
February 16, 2024
Question

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

  • February 16, 2024
  • 2 replies
  • 691 views

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?

This topic has been closed for replies.

2 replies

Peru Bob
Community Expert
Community Expert
February 16, 2024
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

Inspiring
February 16, 2024

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.

Peru Bob
Community Expert
Community Expert
February 16, 2024

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

kglad
Community Expert
Community Expert
February 16, 2024

do you have a teams or enterprise subscription?

Inspiring
February 16, 2024

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

 

kglad
Community Expert
Community Expert
February 16, 2024

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