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kiop.agency
Participant
June 17, 2022
Answered

Acrobat DC Pro not installing

  • June 17, 2022
  • 2 replies
  • 1186 views

Hello!

I have purchased Acrobat DC Pro with my personal account, payd for it and it was running just fine. After approx 2 weeks I also purchaced Photoshop and Illustrator with my business account, intalled them. All of the programs were running fine. In some time, Ph and Il required to sign out and sign in again to get rid of trial. Did that, all is good with Ph and Il, BUT since I had to sign out and sign in again, then something happened with the Acrobat DC program... At first it went back to trial faze, as if I had neved purchaced it. I tried to get rid if the trial and install it again, no succes. I cleary see that my personal account has plan for Acrobat DC Pro and my business account has plan for Photoshop and Illustrator. I am paying for all of them. I figured, that maybe there is some sort of a glitch with one plan being under personal and other plan being under business account. So, I tried to end the Acrobat DC Pro plan under personal account with the idea that I will purchase it again under business account. But, again, I cannot do that, because I will get early termination fee from Adobe  ... Question is: HOW can I get Acrobat DC working? I have tried everything, I have signed out and it for several times etc, also tried uninstalling and there was an error doing that as well. OR how can I exchange the personal plan of Acrobat to business plan. 

Thank you,

Moonika

    This topic has been closed for replies.
    Correct answer Test Screen Name

    Business and personal are two different accounts, even if the email is the same. You can only be logged into one of them, so your chosen set up means you can either sign in and run Photoshop/AI, -or- you can sign in and run Acrobat, but never both at the same time. You aren't the first to find this inconvenient, but Adobe seem to be unable to understand why you would want it to work any other way. 

    Yes, terminating the personal account will get a penalty because Adobe don't see them as the same account (indeed normally they are paid by someone else). But if you contact Adobe Care they may be able to move the subscription across. Do NOT cancel it first. 

    2 replies

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    June 17, 2022

    if your two accounts use different adobe ids:

     

    to use your acrobat, you have to sign in with your personal account.  to use ps and ai, you have to sign in with your business account.

     

    how to sign out and in: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

    K
    kiop.agencyAuthor
    Participant
    June 20, 2022

    Hi! Thank you for the answer. I have actually 1 ID and I have purchased Acrobat DC Pro under personal profile of the same ID and Photoshop + Illustrator under business profile. I have now got all programs working, but I have to sign out and sign in at all times. I cannot use all programs simulaneously. The problem is that I do need to use all the programs at the same time, so I cannot sign in / sign out all the time. 

    Is there a possiblility to cancel the Acrobat plan under personal and start a new one under business profile? I actually just tried to buy a new plan under business profile and got an error message... I also tried canceling plan under personal and got info that I have to pay penalty if I do that. I don´t think penalty is in any way fair, since I really just need to use all programs at the same time and want to just move this plan from personal to business. I am willing to pay more for the plan under business profile. 

    Please advice, what are my options?

    With kind regards,

    Moonika

      T
      Test Screen NameCorrect answer
      Legend
      June 20, 2022

      Business and personal are two different accounts, even if the email is the same. You can only be logged into one of them, so your chosen set up means you can either sign in and run Photoshop/AI, -or- you can sign in and run Acrobat, but never both at the same time. You aren't the first to find this inconvenient, but Adobe seem to be unable to understand why you would want it to work any other way. 

      Yes, terminating the personal account will get a penalty because Adobe don't see them as the same account (indeed normally they are paid by someone else). But if you contact Adobe Care they may be able to move the subscription across. Do NOT cancel it first. 

        Peru Bob
        Community Expert
        Peru BobCommunity Expert
        Community Expert
        June 17, 2022

        See here:

        https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

         

        If that doesn't work, please go to Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
        https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
        Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

        You may also be able to contact Adobe by phone:
        https://helpx.adobe.com/contact/phone.html

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