Adobe account appears to be in use by more than one user

Report · Jul 30, 2025

Hello Community,

I've tried to research this issue. Found a few responses, but it appears that an Adobe Employee will have to chime in on this issue.

After several weeks of warnings from Adobe and being shut out of the software for "two users" using the same program, I received this email today. I logged into my account and changed the password.

"Your account password was reset." Your Adobe account appears to be in use by more than one person. An Adobe account can only be used by only one person--not shared. To help protect your account, we reset your Adobe account password."

Here's the scoop: I recently obtained a VPN to protect my local drive. I also work in the cloud and have a provider that I log in to. I use my own Adobe account that I pay for monthly, on both the local drive and in the cloud. I was getting these error messages that read "it appears some else is using your Adobe program." Once I logged into my account, whether I was in the cloud or the local drive, I was able to use the program. Then today I receive the email basically locking me out. What steps do I need to take so that I can work on my local drive and in the cloud to prevent having this issue. Is the VPN causing me grief?

Thank you for any assistance,

Donna

Report · Jul 30, 2025

@Donna37447894np7g Adobe typically allows you to install and activate your software on two computers (for example, a desktop and a laptop, or a work computer and a home computer). However, they are very strict about simultaneous use. You're generally not supposed to be logged into and actively using the software on both devices at the exact same time. Even if you're allowed two installations, if both are showing active usage from different IPs, it will trigger the "multiple user" flag. Your "cloud" environment likely registers as a third "device" or at least a distinct computing environment with its own unique identifier that, when combined with your local machine's identifier and the VPN's constantly shifting IP, looks suspicious.

What can I do about it? The simplest thing is when you're done using Adobe Acrobat on your local drive, you must sign out of Acrobat (and your Adobe Creative Cloud desktop app if it's running) before you switch to your cloud environment.

Report · Jul 31, 2025

Hi @Donna37447894np7g,

Thanks for reaching out. The expert @creative explorer, has basically defined the cause of your problem.
Would you help with those prompts(screenshots)? If those screenshots contain your email ID, please upload those images or screenshots to any of your cloud drives and share the link with me over Private message.

To send a private message, click on the envelope icon in the top right corner.

Best regards,
Tariq | Adobe Community Team