issue with new user gaining access to Adobe Sign

[Anne38809697tdey]

I just directed a new user to follow the instructions 'Gaining Access to Adobe Sign'.  She completed the little tutorial and received the following error message ...

'The Acrobat Sign account for kendra_johnston@hillspet.com is associated with a different profile.  Click here to sign in again and choose the Personal Account profile.'

I asked her to NOT choose the Personal Account profile, but am unsware of next steps for granting her access. 

Please help, thanks.

[mariahweyne]

Kendra need to ask Adobe to archive her account.  She must have been in another VIP or requested a trial using that email. She has an entitlement issue.  See attached.

[Anne38809697tdey]

I just checked with Kendra, and she has not received an e-mail from Adobe Sign. Please advise.

[mariahweyne]

That does not matter.  She needs Adobe to archive her account.  You can create a case in the support tab.  

[Anne38809697tdey]

ok, where do I go to create a case in the support tab?

[mariahweyne]

https://adminconsole.adobe.com/

Go to Support tab

Click on create case and follow the instructions.

[Anne38809697tdey]

I'm not able to access he console, a screenshot of my error is attached.

[Anne38809697tdey]

I'm unable to access the link you provided, screen shot is provided below.

--
Anne Hothan | Hill’s Pet Nutrition, Inc.
Research Systems Specialist
785-286-8043 VoiP 8156-6043
Anne_Hothan@hillspet.com
Pronouns: She/Her/Hers

[Anne38809697tdey]

Please help! I'm at a loss, since I can't create tickets. Since I don't have access to create tickets, could someone please at least create one for me? Otherwise my issue will never get resolved.

[mariahweyne]

Then the user should go thru the chat and request the archiving of his account.

Use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=auto 
Open in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.