Cannot assign available Acrobat Pro license to user

[ronh66488505]

My company has 6 Acrobat Pro licenses. 5 are used. I want to assign the last license to an employee. When I go to user/product/edit product/select product, Acrobat Pro is there, and it shows (1) available license. I click the box (at which point, teh available license goes to (0), and click save. See attached screenshot.  I get a green pop-up box that says "1 user updated".  But the license is not assigned to the user, and there is still one license available.

Can anyone help?

[kglad]

open the support tab on your admin console > start chat or start case or request expert session.

https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

[ronh66488505]

I did. But the first available expert session is in two weeks. I was hoping to get the licensed assigned to the employee before then.

[ronh66488505]

I also tried the AI chat. It was not productive.

[kglad]

you used chat via your console?  if so, type agent to bypass the bot.

[ronh66488505]

[kglad]

recontact support.

[ronh66488505]

I got an agent. I explained the problem. The agent said he assigned the license and then ended the session. The license is not assigned. I still have one available license and one employee without any available product.

[ronh66488505]

After the chat session was ended, I called.  I was on hold for 10 minutes, and then the call just hung up.

[kglad]

either restart chat or continue previous chat.

https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

[ronh66488505]

I chatted with a second person. They could not help either. I have been promised a phone call within the next two days.

[kglad]

ok. keep us updated.