E-signatures: monthly Adobe DC vs NonProfit Adobe Acrobat Pro

[gpe_band_and_colorgua9350]

A few months ago I changed the subscription for my non-profit from a monthly Adobe Acrobat DC to an annual non-profit Adobe Acrobat Pro.  From the listing it appeared I was upgrading to a product with additional functionality, but that has not been my experience. After four calls to Adobe I learned the subscription was not changed but a new account was added.  It took another two calls to learn the non-profit account is a personal account and not an enterprise/teams account.  TLDR: I've been trying to figure this out for awhile unsatisfactorily.

We use Acrobat to produce contracts which are signed by 4-5 people and have some fields filled by 2 of the signers and some pre-filled.  On my last call to Adobe I was told I could still do this but only from the Desktop App.  Upon trial and consultation with ChatGPT, what I've learned is that the personal Adobe Acrobat Pro account utilizes the cloud based Adobe e-signature tool which is not included in the non-profit subscription.  (In othe words you cannot collect multiple signatures in the non-profit version.)  I get a '403 cannot access cloud' error from the standard send and an upload that freezes at 72%, though uploading the file to my cloud.  If I choose 'more options from the send screen ' I get an error that I don't have enough credits to collect signatures.

Can anyone confirm this is an issue with the subscription tier and not potentially because their is an inactive enterprise account and an active personal account associated with the same email.  On my last call to Adobe customer support they were very adamant about taking control of my computer.  I was uncomfortable giving them admin access.  I have since set up a safe sandbox for that option if need be-- the tech was really struggling to talk me through the steps and there were 5-6 very long dead periods in the call (like 5 minutes).  At one point they hung up and called me back.  It's been a real time sink.  Any insights?

[creative explorer]

@gpe_band_and_colorgua9350 I had a similar issue with Adobe needing access to my computer, and sometimes you just need to do it. You can see them working on your computer.... at any time you feel unsafe, you can end the remote access to your computer. I even had my work IT monitoring this as well at the same time.

Just trying to understand something, previously 'We use Acrobat to produce contracts which are signed by 4-5 people and have some fields filled by 2 of the signers and some pre-filled. ' and was using a monthly Adobe Acrobat DC — then you changed your plan  mid-stream and it doesn't work as well? Then I read correctly, they have created another account instead? 

	Individual Use (Personal)	Enterprise Use (Teams/Business)
License Type	Single user license	Multiple user licenses with centralized management
E-signature Capabilities	Basic e-signatures (limited senders/signers)	Advanced e-signatures with multi-signer workflows
Cloud Access	Limited or restricted in some tiers	Full access to Adobe Document Cloud
Admin Console	Not available	Available for user and license management
Support	Standard support	Priority support and onboarding
Collaboration Tools	Basic sharing and commenting	Advanced collaboration, tracking, and analytics
Integration Options	Limited (mostly Adobe ecosystem)	Broad integrations (Microsoft 365, Salesforce, etc.)
Customization	Minimal personalization	Custom branding and workflow automation
Storage	Adobe cloud storage (limited)	Larger cloud storage and team sharing
Compliance & Security	Basic security	Enterprise-grade compliance (HIPAA, SOC 2, etc.)
Monthly Cost (USD)	$19.99	$22.19 per license
Annual Cost (USD)	$239.88	$266.28 per license

With what you described, it sounds like a subscription tier issue, not a conflict between an inactive enterprise account and an active personal account under the same email. The non-profit Adobe Acrobat Pro plan is typically structured as an individual license, which unfortunately does not include full access to Adobe Sign for multi-signer workflows or cloud-based e-signature features. That’s why you're seeing the 403 cloud access error and the upload freeze—it’s not a bug, but a limitation of the plan.

Since you have been in contact with Adobe alreeady, ask them they can migrate your non-profit license to a Teams structure if your organization qualifies. Like you said, instead of converting your existing account, Adobe created a new personal account under the non-profit license, which lacks enterprise-level tools. Even though both accounts may be tied to the same email, Acrobat defaults to the active subscription, and in this case, that’s the personal one without the needed features.