Business ID - Common Questions

[gapeterb]

As your organizations are being upgraded to use Business IDs and Adobe storage for business, there are a few recurring questions that we’re being asked.

Watch this video to learn about Business IDs, enterprise storage, and Adobe profiles.

I’m compiling a list of those questions and answers help you get started and provide some basic troubleshooting assistance.

My users chose to migrate their apps to their Personal Profile. Can I retrigger the migration to allow them to choose their Business Profile?

My users inadvertantly chose to migrate their assets to their Personal Profile. Can I give them the option, to choose a Business Profile?

Yes.You can reinitiate asset migration to move users' assets to a business profile using the steps described in this article.

Why are my apps reverting to trial or asking me to buy?

As we upgrade your accounts and organizations to use Business IDs and Adobe storage for business plans provided by your business or school are accessible using your business profile. If you’re seeing Try or Buy prompts, try the following:

• Sign out and then sign back in. When prompted to choose a profile, select a business profile.
  

There could be other non-related reasons as well. Also see, Resolve trial errors.

Why don’t I see an option to choose a Profile?

• Once your account is updated, you’ll receive an email to setup/join your team or organization. Ensure that you click the Get started button on the email to join the organization and complete the profile.

TIP: Sometimes these emails can land in your spam folder. Allow emails from message@adobe.com.

• We try to automatically select the most suitable profile when you’re trying to sign-in. This setting is controlled by a setting, which is available if you have multiple profiles. Go to Account and security > Sign-in and security and switch off this preference.
  

Why can't I find my assets?

With the upgrade to your account and business storage, if you have multiple plans (personal + business) profiles are set up to segregate the different plans. As part of the setup, we also need to figure out what needs to be done with any assets stored on Creative Cloud.

• If you have multiple plans provided by a different organizations, your assets are available in your Personal Profile. Since assets are moved in bulk, there is no way for us to decide which asset belong to which business. You can however Move assets across profiles manually.
• If you have a personal plan in addition to a business plan, you’re asked if you’d like to move your assets. You can choose to move all your assets to the Business profile or retain them in your personal profile. To access these assets you’ll need to choose the appropriate business profile.

For more details, see Introduction to profiles.

Why is my account under maintenance? I can't sign in.

It takes a few minutes to upgrade your account and setup your profiles and move all your assets. Depending on the number of assets in your account it may take a bit longer.

For more information see: Account temporarily unavailable.

Why is the Admin Console unavailable?

As your organization is being updated, the Admin Console can become unavailable for some time. This usually depends on the number of users in your organization. You’re unable to access the Admin Console as it is locked down while the update is in progress. For more information on the update and the benefits being unlocked, see Update to business accounts.

How do I move my Libraries?

1. Navigate to assets.adobe.com and sign in with the email address for the source account or profile.
2. Navigate to Your Libraries and hover on and select the library to migrate.
3. In the upper-right corner, click Share > Get Link and then click Copy Link.
4. Sign in to the destination account or profile. (You can either sign in using another browser/computer, use Incognito or InPrivate modes, or you can sign out of the account or profile on the current browser.)
5. Open a tab in the browser and paste the link copied in Step 3, above.
6. Click Copy to Your work.

Verify that the library is copied to Your libraries in the destination account. Alternatively, you can export Creative Cloud Libraries and then re-import them to the profile of your choice.

Still facing issues or have additional questions?

If you’re encountering other issues or need help with something, do let us know by posting on this thread below. We’ll try and keep this post updated to help.

[johanness12714748]

As stated in this thread, we are not able to create a new business-user.

Process of our problem:

- we created the new user via Adminconsole and assigned some licenses

- user received an email ("Get Started") to complete the account

- user filled in the information (last/first name, password, birthday)

- user logged on to the adobe-homepage -> no license visible!

There was no prompt to choose between business/personal account! This user just joined our company, so im 100% sure there is no other account with this specific emailaddress.

After the user saw "Personal Account" he deleted his personal account... "maybe i chose something wrong while filling in my information". This happend at least two times because he couldnt see the assigned licenses. He also changed the email of his Personal Account to maybe force the login to his Business Account..... no success.

 

To re-send the "Get Started" -email we deleted the account via Adminconsole and now im stuck with this:

The company is providing the account so....

- why is it possible to create/use a personal account with a company-emailaddress?

- why cant i re-send the invitation-email?

- why is the user able to change his company-emailaddress on his own?

This upgrade to Business ID is just frustrating!

[notcolinforreal]

I'd like to add as well that this has been quite a frustrating experience in the rollout of Business and Personal profiles. Why the decision was made the keep all files in the personal profile by default (if you happen to miss the one-time notice of migrating your files) is beyond any reason that I can fathom.

In my current situation I now must manually download all Adobe XD creative cloud files (one at a time I should add) and re-upload to my business profile. This also creates quite an issue with any files that have been shared to my new “personal profile” as now I have to re-request each and every file to be shared with me again to have access to them in my “business profile”. What a complete and unnecessary hassle. In a small business with six people this has been quite frustrating, I can’t even imagine the effects of this across larger agencies.

As explained to me by Adobe support staff this change was to create better custody of files as people come and go within an agency, but I think the mark has been completely missed. A shared company directory of files would be a much better solution, one in which ownership of cloud saved files is retained by the company. I don’t see how a personal profile solves the issue as explained to me.

The only nice thing about this change is that it has further cemented my disdain for Adobe’s approach to the “cloud”. This has eroded what little bit of trust I’ve had in Adobe as a long time (20+ years) user. I really feel as Adobe is starting to fall quite behind in performance, features, price, and support. Sweeping changes like this as good intentioned as they might seem from up top, in my opinion are quite detrimental to the core users.

Thankfully my creative cloud save experience has been limited to Adobe XD and months prior to this sweeping change our team has moved to Figma only limiting my stranded files only to past or completed projects.

Otherwise, what an absolute headache.

[Vikrant R]

Hi @johanness12714748  Can you please contact Adobe Support to help you with the error. That'll be the fastest way to get the issue resolved.

(I was trying to add a user right now that that seems to work OK; so it may be something specific to your account.) 

If the user you added is a brand new user they won't see the Profile chooser, as they only have plans provided by your organization. The profile chooser only comes in play if another plan ( either personal or from another business) is already associated with the same email address.

To answer your questions:

1. All users you create should be of type "Business ID". You can verify this in the Users tab. If you're seeing or are able to add users with Adobe ID, please contact Support.
   A- The Identity type and B- Assigned products
   
   
   
2.  We normally sends out reminder emails every few days, if a user hasn't acted on the inititial invite. However, I'll pass your feedback along to the product team.
3.  Users are able to update their emails because you can add users using public and unclaimed email domains, such as gmail or outlook. So if users need to change their emails, they can do so easily without admin intervention. However, please note that users are asked to verify that they own the new email address. The ability to restrict email updates to claimed domains is available for CC for enterprise accounts.

[notcolinforreal]

While I appreciate the response I think you are missing the fundamental problem that has been created as all my files have been moved into my new "personal ID" from my existing account. This is a new change that was created with the introduciton of these profiles. 

To follow up on your response/instructions:

1.  I see that all users are Business IDs in my admin panel, the issue is not adding new users it the separation of existing libraries and files and shared resource between profiles that has been recently created.
2.  Like I suspect many othe users I get a lot of emails from Adobe, many of them promotional material that is either routed to spam or easily dismissed. However, as I've been informed if a user opts out of transfer files from their personal account at a later time there is no way to bulk migrate again, it is a one time option. Leaving the user to manually move everything over. Not good. 
3.  This seems like not a lot of thought has been put into it. If I run or I am responsible controlling account access at an agency level for Creative Cloud lisences would it not be more often then not the admin assigning accounts to users with a company email address? 

[nilssjoberg]

My data was moved to a Personal Account that doesn't have an active Creative Cloud subscription 😞

The instructions on the Move Content Across Profiles help a little, but aren't comprehensive. There doesn't seem to be a way to move Adobe Fonts or to move across my Lightroom plugins/album-structure.

I would love to just be able to migrate everything from my Personal Profile to my Business Profile.

Support has not been helpful, don't understand my questions/situation, and do not seem to be properly trained in the Adobe Profiles rollout.

[Xablabla Perso]

hi

same issue for me

and same response from support

everything was workibg fine and now it s à huge mess between tow profiles (business and personnal)

cherry on the cake i have no more acess to my 5000 photos in Lightroom !!

the support said : i can t do anything

great !

insane situation

absoluty appelling

customer satisfaction seems to be a concept for Adobe

[Vikrant R]

Thanks for your feedback and I'm sorry for the inconvenience that you're facing. We're already working to make the instructions more comprehensive and will be adding more details.

However, I'd also like to understand your experience with the initial profile setup, and perhaps provide some clarity.

• Users who have only one plan - provided by a business -- Data is automatically transferred to their business profiles
• Users you have a personal plan (CC, Photography etc) in addition to a business plan, are given a choice where to move their assets. 
• Users who have multiple business plans, assets are left in their personal profile, as there is no way for us to know which particular business these assets belong to. So users will need to segrategate and move assets manually.

Did you get an option to migrate assets? Or do you have multiple business plans and thats why the assets are left in the Personal Profile.

[Xablabla Perso]

I had in my initial profile :

- a cloud licence. Shifted to the business ID. Yes......But NO DATA was transfered. (Pics loaded in LR didn't move, datas in the FilesCloud waren't moved).

- a Stock monthly subsciption, with credit tu use. No choice was given to me to move these assets (and credits).

Thus, what you indicate is incorrect.

For the stock subscription, its credit and its previous download, no move can be donne

Thank you Adobe...

[IlMostro]

Hi,

I know you guys are just trying to help and I apologise in advance for the negative tone, but put yourself in my shoes.

I have one personal account and one business account and I was never asked where I wanted to move my assets.

I was waiting for the message to come since the announce about profiles was made and it never came.

I spoke to customer care throught the website chat yesterday and they were unable to provide an answer of why this happened, only that now I need to move them manually.

The Adobe partner who handles my business licence (the one Adobe forced me to buy licences from) said to open a ticket by using the customer care chat from the admin console rather than my personal account, it's closed on weekends so I will try on Monday, I hope it's a different channel of customer care than the previous.

Technical expert sessions are all booked for October.

A manual move is not a feasible option for me, for several reasons other than the fact it's 70 gigas of files and several different dumps from several different places you are asking me to make, for example:

• Where are Premiere Rush projects? They are not in my files.
  
• How can I bulk move Spark projects? I think I have at least a hundred of them, and what about brand themes?
  
• How can I bulk activate fonts? 
  
• If you make me dowload a hard copy of licenced images, will have to relink them for each file they are in?
  
  

I get that is maybe more complicated than just changing an ID on your end, but is there really no other way than having me move all of this?

Thank you in advance for reading

Ale

[KE_Rafael]

"Users who have only one plan - provided by a business -- Data is automatically transferred to their business profiles"

On my account I had exactly one plan which was a licence assigned by my business. The only personal account I had prior to the change is on an entirely different email address and in no way linked to the business account. I have only ever been using my business account for work.

Now I am left with two accounts on my company email, a business ID and a personal ID. I was never given any option where to move my libraries, fonts, preferences and whatnot. All my files have been moved to my personal ID, the licence is tied to the business ID. When trying to re-assign the licence for convenience, I can't add my personal ID because a business ID with the same email adrress is already linked to the company account.

Why Adobe doesn't give users an option to automatically migrate their files afterwards, in case that the automated migration on account separation failed (which apparently happened for a LOT of users), and why they thought that assigning the licence and the files to different IDs by default was a good choice, is beyond me.

[rburke-bsrc]

@KE_Rafael  I had the same exact thing happen! One license, one email, from my workplace. Stuff is now in the personal profile while my license is on business. Stupid. Who decided I needed 2 accounts, much less set up like this? I was given no warning, no notice, no nothing that my account was going to get screwed with, and the email our team admin got said nothing about fonts. One day I came into work and had to re-sign in. Everybody else was saying they got an email that morning and had to reconnect to their team - I had no such email. I had no fonts in my account; got in the backend to get into the personal ID, and found a bunch of fonts there that I had activated with an entirely different account using an entirely different email. Adobe is insisting that they told me this was going to happen, and that fonts do not transfer, which I know isn't true, as some did, and all my coworkers have all their fonts. After they said they do not and cannot transfer fonts, they later backtracked to say they could "if I request it." Which...I have been doing nonstop since they disappeared. Apparently there are magic words I have to say. Did you ever get a resolution? This thread seemed promising, but it's referring to favorited fonts, not activated fonts.

[KennB3]

While it was mostly fine going around and signing everyone back in, what's really gotten me mad is the fact that the shared library we had across all of the accounts has disappeared along with the contents!  They're not even in my account's library! We have all business accounts; two full CC subs and 4 Premiere subs.  I had MOGRTs shared to all of our reporters to use and now unless they magically reappear I'm going to have to re-export and share a new library with them.  It's been a frustrating Monday.  Also a saved export preset seems to have forgotten the FTP password stored in it.  Not a huge deal but annoying to go around to everyone's computers and plug that info back in.

I'm sure there was a glorious purpose for doing this, but I don't see it.

[Vikrant R]

The "glorious purpose" is actually to enable better collaboration and provide the business better control to their assets.

Before this change, the "shared library" was actually owned by a particular user who shared it with other team members.

After this upgrade to storage, you can use the "Teams Libraries" to share assets consistently across your team. And even if an owner leaves or is unavailable other will have continued access to the team's assets.

To make a library available to everyone on your team, do the following:

1. Go to https://assets.adobe.com/libraries and select the Library.

2. Click Move to Team

For more information, see Teams Libraries.

----------

To find the "missing" libraries. 

At setup, some users are promted to choose if they'd like to move assets to the Business profiles or retain them in the Personal profile. If users did not choose the Business Profile, all assets are left behind in the Personal profile. To get those assets, you can do one of the following:

• Sign in with your personal Profile and then recover the Library. You can export the library as a .cclib file; sign out and sign back in with your business profile, and import the library.
• Sign in to https://assets.adobe.com/libraries with your personal profile and grab the sharable link. In another browser (or incognito window) paste the link and sign in with your Business Profile and copy the Library to Your Work. And then convert it to a Team Library as I explained above.

I'm sorry that this process is a little cumbersome and manual, but this should get you set up. I'll pass your observations and angst over to the product teams.

Let me know if this helps.

[jonr74706289]

I have to say Adobe, you seemed to have excelled yourself on this one

We have currently lost hours and hours on the phone to support trying to get this resolved, and still no resolution for a month

As per the issue here My staff are suddenly being told to sign up to CC ... - Adobe Support Community - 12328459

We 11 x acrobat Pro DC licences through our businesses a/c

since the creation of separate business and personal profiles ...... we cannot access the fonts on our desktop, when we're logged in as biz in creative cloud, and biz acrobat pro DC

We try and activate the font and when we click the button, it defaults to logging us in to the personal profile on the online fonts page and there is no way to login as our business profile and activate the font.

as we do not have a licence for acrobat pro DC in our personal name, taking us to the personal profile page of fonts is not helping.

We're going round and round the houses with adobe support who are telling us it is a known issue but offering no solution at all.

We've had screen share and support logging on.  No-one can resolve it

We have asked that they supply us on a temp basis with 11 x personal profile acrobat DC licences, but thus far they have refused and said we need to pay for them.

No current known workaround

this is crazy .....

So we have fonts that we use on most correspondence that we are unable to access and use

Getting very very frustrating .....
Jon

[Camelia5D85]

What a headache! Everything was working fine until Adobe decided to "upgrade things".

I don't understand if business profile and personal profile run on two different plans. Do we have to pay for 2 plans now?! Should we cancel the personal one? If not, why are they different: just PS for the personal one and all apps for the business one? I don't understand anything anymore!

[susanm_nz]

As a reseller with many customers going through this process, we have seen issues for some customers using Adobe ID. The notification emails didn't explain that customers with Adobe ID will be updated to a Business ID, although it is mentioned in the online documentation, and it seems to be causing issues with re-authentication in some cases. Are others also seeing issues?

Also it is not clear if a customer has Federated ID whether they also will have their users removed and re-added back to the account, and will they now have a Business ID or remain on Federated ID?

Will users with Enterprise plans with Federated ID's, with a one-to-one email id and plan see any changes to their login experience?

It would be good to know this in advance, as enterprise users do not like surprises and this can generate a lot of calls to servicedesks.

[Xablabla Perso]

They don't care.

[Vikrant R]

A couple of questions, so I'll try and answer these here.

1. Adobe ID users will be upgraded to Business IDs. A vast majority of users, who only have a single plan provided by an org, will actually not experience any change in their sign-in experience. For users with multiple plans (for ex: a personal + one business plan; or plans from several orgs) will however see a Profile chooser to select between these plans.

2. Enterprise ID and Federated ID users will not see any chnage in their sign-in experience. However, in case of established Trust relationships between directories, users of the owning org will experience no change. Users in the Trusting org, will have account update to Business IDs and may see a Profile chooser to select the correct.

That said, these changes only apply to orgs and users once they're the organizations are upgraded.

[susanm_nz]

Thanks, I think my main gripe was that the notification only talked about the Admin console changing and was not clear that a massive change would happen for Adobe ID users.

I see that the offical advice is now to change Adobe ID users to a Business ID before the rollout hits the account, so we are advising our customers to do this and letting them know in advance that their logins will be changed.

The main issue we are seeing is Adobe ID users reporting they have no license after the changes, but logging out and in again seems to resolve this.

Less often we have some users that have lost their license allocation in the update, but now we know that can happen, its a simple matter to check in the portal and re-allocate them.

Good luck to you all for your updates.

[jidelay]

The assets I own were transferred to the business profile, but the shared files were not transferred.

Newly invited files are also being checked only on personal profile.

I want not only the files I own but also the shared files to be transferred to the business profile.

what should I do?

[skathic]

I can't change my users names any more, now that they're all business IDs?

[jamhic]

Hi,

What is the best way to add a new employee to our organization?

In the past, we would have the new employee create a new Adboe account using thier corporate email, then we would invite them to the corporate Adobe account to share licensing. Now, when we do it that way, there is all manner of confusion. There is and never was any reason for our users to have an Adobe account that is NOT associated with our organization created under a corporate email address, but this is how we had to do it in the past.

I am so very thankful that we never, ever stored company data in Adobe's cloud. I feel really bad for everyone on here that is dealing with this horrible experience moving data around or completely losing it. It is very unfotunate, not to mention costly.

Thanks

[defaultoiue9zvft1xy]

Bump... What is the correct way to add a new employee to the company's Adobe account and assign them an Acrobat license?

[Vikrant R]

Just go the Admin Console and add the user/assign a licence to them. Users will receive an email to join your team. Ask them to click "get started" on the email and setup their accounts. 

Ideally, don't have them sign up for an Adobe ID beforehand. If they do, there might be cases where these users will get two profiles setup (one personal and one business) and they'll need to select one while they sign in.