Cannot Sign In

[Cherrie68]

Does anyone know why I cannot sign in to my adobe account? Everytime I tried, it says I don't have access to the service and to contact IT administrator (please see screenshot). Initially I tried signing in to the android adobe reader app and it failed, but then I tried it on the computer and that also failed. So I'm thinking something is wrong with the account itself.

I have recently switched to the Samsung Galaxy Fold 6 phone from the Fold 4. My Fold 4 was already signed in, but I can't get it to work on my Fold 6. I am aware that I can use the app without signing in, but I desperately need to access the files on the cloud on my new phone.

Any help would be appreciated.

Thank you - Cherrie.

[sprinklr-integration-user]

Hi @Cherrie68

I hope you are doing well, and thank you for reaching out.

I have reviewed the Adobe account associated with the Adobe ID you are using in this community. Unfortunately, I couldn't find any active plan or membership linked to it.

If you are attempting to log in using an Office or School Adobe ID, please contact your IT administrator for assistance. They might be able to help resolve the issue.

~Amal

[Cherrie68]

Hi @sprinklr-integration-user 

Thank you so much for replying to my query. 

That is quite peculiar! It definitely is an existing account as I was signed in just fine on my previous phone. This is also just my personal account, not for school or work.

Thank you again,

Cherrie

[sprinklr-integration-user]

Hi Cherrie

Could you please provide a short video showing the steps you're taking and the issue you're encountering? This will help us understand the problem better.

Additionally, let us know the version of the Acrobat Reader mobile app you're using. You can find this information by tapping on the Profile icon in the top right corner and selecting "About Adobe Acrobat."

Thanks

Amal

[Cherrie68]

Hello Amal,

Thanks for the reply. 

On my phone app, I just click on my profile picture > sign in > sign in or sign up at the bottom > enter email address then password > access denied message as shown in the screenshot. Though, I will point out that I do see a quick flash of "You're set to go!" in the background right after signing in, but then the error message overrides it.

The version of my adobe app is 24.8.0.34703. 

The problem isn't just limited to my phone app though, because the error message also pops up on my computer. 

[Amal.]

Hi Cherrie,

I’ve discussed this issue with our engineering team and would like to understand whether the device you’re currently using, and encountering this issue with, is managed by your IT admin or if it’s a personal device.

Regards

Amal

[Cherrie68]

Hello Amal,

Thanks for checking that for me!

1. This is my personal device. Not linked to work or IT admin at all.

Best,

Cherrie

[sprinklr-integration-user]

Hi Cherrie,

Thanks for the clarification, please give us some time to get this investigated further, I will keep you posted of the progress.

Also, please share the short video showing the steps you're taking and the issue you're encountering, as requested earlier.

Thanks

Amal

[Cherrie68]

Hi Amal, 

Is there somewhere else where I can upload the video? The maximum capacity is only 47mb.

[Cherrie68]

Never mind! I managed to reduce the quality. Hope the video helps.

Best,

Cherrie

[Amal.]

Hi Cherrie,

Thanks for sharing the video, I have logged a ticket with the engineering team for further investigation. I will keep you posted of the progress. 

~Amal