Access Denied?

[Thorpe Hall School]

Signing into our Adobe enterprise with our adobe admin account, constantly gives error of Access Denied. You do not have access to this service. Contact your IT administrator to gain access, or sign in with an Adobe ID.

We have not changed anything within the environment, everything is allowed through our filters/firewalls, and this is the only admin account we have, so there is nothing that should stop this. Have checked service status and everything is operational.

Any help is appreciated.

[kglad]

<moved from cc services>

[Justin28692943fgzm]

Same issue for me, albeit this is the first time I've tried to login in a very long time.  Every attempt I make to try to contact support says I should contact our administrator (me) but I can't login as administrator so I'm stuck in a loop.

[kglad]

is there an owner that can log in?

[Justin28692943fgzm]

No.

[Justin28692943fgzm]

I mean, I could re-enable the user that I _think_ is the admin but that seems like a silly way to resolve this issue.  There should be some kind of support # or email for enterprise customers.

[Kevin Stohlmeyer]

@Justin28692943fgzm there is but it is unique to your account and is accessed through the Admin console. Disabling the primary Admin email account before transitioning the account could be the issue.

Another option is if you know your Adobe account rep or Customer Success Manager, they can assist you via email.

[Kevin Stohlmeyer]

@Justin28692943fgzm who is the administrator on the account? If you are then support should be able to assist. Otherwise all they can do is direct you to the admin listed on your account.

[Justin28692943fgzm]

I thought it was transferred to me, before the previous admin left.  I haven't had the need to login to the admin portal in ~6 months, so I'm not sure how long this has been failed.  I've reached out to the last customer rep we had but haven't had a response (~12 hours).  It's wierd that there isn't a "Can't login as admin" button of some kind so you don't get stuck in this loop.

[Kevin Stohlmeyer]

@Justin28692943fgzm its understandable and also why Customer Support can't help in this situation - it would give someone a means to bypass security protocols.

[Justin28692943fgzm]

Is there a way to find out who my current account rep is?  We haven't had a communication from Adobe in almost a year.

[kglad]

@Justin28692943fgzm 

we could try and flag an adobe employee to see if they can help, @iCharles @Nikhil R Gupta 

in case your id used here is problematic, what's the adobe id of the account owner?

[Nikhil R Gupta · Accepted solution]

@Justin28692943fgzm I can see that you are added as an Admin to the console with the same email that you are using here. However, the Admin rights are with Business ID, not your company account(Federated ID). When you try to log in choose Personal account and log in and check if that works. The authentication will happen via Adobe ID so you may use the same password that you use for your Adobe ID or personal account.

[Kevin Stohlmeyer · Accepted solution]

@Thorpe Hall School when you go to log in - do you have an option to sign in with personal or school/company account?

If so, which one are you choosing?

[Nikhil R Gupta · Accepted solution]

@Thorpe Hall School  You have the Product admin rights. Make sure you log in with your Business Account with the Building symbol and check if that works. Also, could you confirm the URL where you are getting access denied? Is that on adminconsole.adobe.com?

[Chelsea28960279cu71]

Hi Nikhil,

I have a similar issue, but mine is a student account. I have already purchased the student-discounted adobe suite but got this message:

 

 Not sure what to do, need the apps to complete my finals.

 

[Kevin Stohlmeyer]

Hi @Chelsea28960279cu71 you need to contact your school's IT department to see why your access was denied.

[Chelsea28960279cu71]

Thank you for your quick response. Will do.

Best,
Chelsea Williams