Acrobat Pro error message "this feature is disable in your account, contact your administrator for..

[Jeremy Kmieciak]

Have a co-worker that used to have Acrobat Pro v9 installed on her desktop. She just upgraded to Acrobat Pro on the web. She is able to sign in to her Adobe account (which was what she was using for the desktop version), but gets an error message "this feature is disable in your account, contact your administrator for access." everytime she tries to do something (combine docs, request e-signature, etc.) on the web. Our IT guy doesn't see anything with the server that would be blocking anything. Any idea how to fix?

[Jeffrey_A_Wright]

Jeremy, thanks for posting about the problem your colleague is encountering using Acrobat in this public discussion forum.

I can see that the account you used to post is active. For your next steps, please check the type of account your colleague purchased and verify that the account is active when logging into the Adobe website. I would strongly recommend that you involve your IT department or a designated person, as they will need to assist with any network restrictions that have been placed on the local account. ^JW

[Jeremy Kmieciak]

I appreciate the quick reply. Her account is active when she logs into the Adobe site. I don't know is the previous version (v 9) was removed before upgrading her account. Is it possible there is conflict between the old version and new version?

[Jeffrey_A_Wright]

No, Jeremy, I am sorry, the error is typically accurate. Please try contacting us on the account that is unable to access Acrobat.  For account access issues, please get in touch with us directly, rather than posting in a public discussion forum. If you are unable to reach anyone and are redirected to this public discussion forum, involve your IT person for help. ^JW

[Jeremy Kmieciak]

How do we get in touch directly? I couldn't find any contact info, so I threw a Hail-Mary here; hoping someone could help.

[Jeffrey_A_Wright]

You want to start by logging in under the correct account, Jeremy. If your organization needs to have multiple licenses, then you may want to look into acquiring a Team or volume license to allow better management of accounts issued within your organization.

The chat pop-up is available on most web surfaces in the bottom right-hand corner of the page. Access is often restricted within organizations, so please make sure you involve your IT person as part of your next steps, Jeremy. You could find yourself unable to speak with anyone but our automated systems if access has been restricted by your organization or security software. ^JW