Adobe suite license lost when joining a team

[Maxime755NM]

Hello,

I've recently created an adobe team for my company, and bought 5 new licenses for my team, no issue.
I have another person who already had an adobe suite license.

I invited him to the team via his mail, the same mail he uses for his adobe suite.

I can see him in the team, but he has no license.

I thought his license would be added to the new ones I just bought in the team, but it is not, plus he can't see his license in his account neither.

I'm afraid he might have lost his adobe suite license, because he had to request me via email to buy a new license, just to open a pdf.

I don't know if I've done something wrong.
Is there any workaround ? Maybe to find his license add it manually to the team ?

Thank you

[Karl Heinz Kremer]

You need to get in touch with Adobe's support. As you can see in the name of this site (Adobe Support Community), it's a comnunity site, which means that most people you encounter here are users of Adobe's technolgoy, just like you. The few Adobe employees you may find are very likely not in a position to access the licensing system. You can contact support via this link: https://helpx.adobe.com/support/document-cloud.html - go to the bottom and use the "Contact Us" link. 

[Maxime755NM]

Thank you for your answer.
I thought that it could be a knwown issue, or a common mistake made by beginners, hence my post.

I've already tried to call before posting, no answer.

I'll keep trying !

Thank you again

[Test Screen Name · Accepted solution]

The key thing is that the user already had a subscription in their personal account (and still have it). You added a business account for the user, perhaps with the same login. This new account has no subscription. You cannot pull personal subscriptions into the business.  When the user signs in they can choose personal or business account. You probably need to explain this to the user so they can start to untangle, since their business account also has none of their personal files.