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Trouble transferring users from one Enterprise VIP account to another

New Here ,
Apr 04, 2023 Apr 04, 2023

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Hi. I need to transfer all Adobe Sign users from one Enterprise VIP account to another. I deleted the user from the first account, then created them in the new one. When they try to login, it shows an error box: "Something went wrong. Please wait as we work to fix this problem, then try again...". The thing is, the problem doesn't go away. Has this happened to anyone, and if so, what was the solution?

 

Thanks!

Richard

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correct answers 1 Pinned Reply

Adobe Employee , Apr 04, 2023 Apr 04, 2023

@ADRAINTL This does not seem like a login issue, it might be a provisioning issue or a need to archive the old profile. If multiple users are impacted, I recommend creating a ticket from the admin console by going to the Support tab so that the concerned team can check the account status in the backend.

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Adobe Employee ,
Apr 04, 2023 Apr 04, 2023

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@ADRAINTL Please confirm if the error is coming post signing in to the account. Any screenshot will be really helpful. 

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New Here ,
Apr 04, 2023 Apr 04, 2023

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It happens post signing in to the account. Attached is the error message - not sure why it is different than what I posted above. I've since created a test user in the old account, assigned it an Adobe Sign license, waited a bit, then deleted it, added the user in the new account, tried to log in, and after supplying the password received the same error message. The test user has been assigned an Adobe Sign license in the new account.

 

Thank you,

Richard

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Adobe Employee ,
Apr 04, 2023 Apr 04, 2023

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@ADRAINTL This does not seem like a login issue, it might be a provisioning issue or a need to archive the old profile. If multiple users are impacted, I recommend creating a ticket from the admin console by going to the Support tab so that the concerned team can check the account status in the backend.

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