Error message: No user found for the given adobe id email in this account.

[Saurav_Ghosh]

Issue

Often when trying to sign in to Captivate Prime, you may encounter the error message:

No user found for the given adobe id email in this account. please link your adobe id to your prime account before logging in.

This issue occurs due to browser cache issues or if you are not a part of the account you're trying to access.

Fix

1. Clear the browser cache and retry signing in to Captivate Prime. Also use a different browser to sign in.
2. If the above step does not resolve the issue, then contact the Admin of the account, so that the Admin can verify whether your email address is a part of this account.
3. If you are a part of the account and still unable to sign in, the Admin must verify if the Adobe ID is the same with which you are trying to sign in. (In some cases, the Adobe ID is different that the Captivate Prime ID on the account)

If the issue is still not resolved, get in touch with the Captivate Prime support team.

[MrsWandaJeanous]

Thank you Saurav!

[tarah1965]

I'm having a terrible time with this same issue. My employee created an Adobe ID, but...I think she created a different kind than what she was supposed to because when she logs in, she's taken to a trial version of the PRIME LMS. I wasn't able to get her successfully signed into my company's PRIME LMS as a learner. So, we deleted her Adobe ID in hopes of starting over. That didn't work out too well. We weren't able to get her account recreated. So, Adobe is in the process of reactiving her account. Once her account is reactived, I'm going to need assistance with getting her logged in as a learner since we weren't able to the first time around. I called 800-833-6687 and they connected me to their Captivate sales team. I've been on hold for almost 30 minutes. Is there another number I can call to get directly to the support team?

[tarah1965]

Nevermind. I got ahold of someone finally. We have a Team meeting scheduled to go over the issue.

[MrsWandaJeanous]

Oh No, @tarah1965 ! I'm sorry this happened to you. I know exactly what you're talking about, because I did THE SAME THING with one of my learners (deleted them because they got married and changed their last name...bad move/lesson learned). Fortunately, all is not lost 😊 I see that you got through to some help :trophy::trophy::trophy:.

For future reference:

1. Contact your customer success manager (CSM), sharing everything you've shared with the help desk team. You CSM is your champion to help you resolve escalated issues.

2. Typicaly, the Captivate Prime help desk doesn't have a call center for you to call into, but rather when you add a new ticket, someone will reach out to you through the ticket and schedule a time to meet with you on a virtual call. This 24/7 team of super heroes are extremely responsive, so try to trust the process. [the issue with your learner can be handled with care, so no worries]

3. Keep in touch with this community! Captivate Prime is an amazing tool, and the people behind this forum help make learning journeys worth it. 

Let us know how your call goes...

[defaultemuwlme3iv5j]

Thank you for the information! The call was a success! Not only were we able to get my learner signed in successfully, I also learned a few new things about the process. That new found knowledge will be very helpful in the future. 🙂 

[Devil23998045hzcb]

Sir plzz login my old email id

[Guest]

No user found for the given adobeId email in this account. Please link your adobeId to your prime account before logging in. accountId= *****

This is all I keep getting.  I am trying to get logged into my business atlas & I get this error every single time.  This is a huge problem.  I've cleared my cache & brower.  HELP

[Debiprasad_Maharana]

Hi @Deleted User,

Our sincere apologies for the inconvenience.

We need to link the Adobe IDs with the registered users in Adobe Learning Manager. We will be glad to help you with the process.

Please reach our support team at learningmanagersupport@adobe.com.

Or you can call us at the number mentioned here: https://helpx.adobe.com/contact/enterprise-support.other.html#learning-manager. 

I will ensure that someone from our team works with you to resolve this issue ASAP.

Hope to hear from you soon.

Regards,
Debiprasad Maharana
Adobe Inc.