What happen with my account?

[Ken lai]

For some reason, my Adobe account can no longer create videos on Firefly. It asks me to send a request to an admin, as shown in the attached image. I have already sent the request but still cannot proceed. Is this an error, or do I need to take additional steps or actions to continue using Firefly?

[Kartika Rawat]

Hi Ken lai!

Sorry about that. Since this involves your private account information, we’re unable to assist here on the public forums. Please contact our social team for a secure, one-on-one conversation:  https://adobe.ly/42aa7Hv

https://adobe.ly/3Eo84YE

Let us know how it goes.

Thanks,

KR

[droopydog500]

Hello @Ken lai,

It looks like you are using an enterprise account.  If so, is it a school?

You can see that message if your organisation's enterprise plan does not include Firefly video generation. Talk to your local Adobe administrator in your organisation. For information on how to contact your organisation's Adobe administrator, please see: How do I contact my Adobe administrator?

My best,
    droopy

[Ken lai]

Thank you for your response. When I followed the steps to find the admin, there was no information available there. You can check the attached image. I hope you can help me resolve this issue.

[droopydog500]

Did you buy you subscription from a reseller?  Or is it from your school or employer?

    droopy

[Ken lai]

I am an employee of a company, and this account was registered and purchased by my boss for the employees.

[droopydog500]

Hi @Ken lai,

Ok, thanks. Sorry for all the questions. This most likely means that Firefly premium services (including Firefly Video) are not included in your company's plan. You were able to use Firefly video a few times because Adobe enabled everyone to use the feature a limited number of times to test it out.  I recommend you have your boss contact Adobe to see what options are available to add Firefly premium services to your company's plan.

My best,

    droopy