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End user helped by deactivating her personal account

New Here ,
Jul 23, 2020 Jul 23, 2020

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Got a user who had set up a personal CC account using her work email before finding out she could get it thru the university.  However, when she tried to switch to the university license, it stayed with her personal one.  Trying to be helpful, she deactivated her personal account.  Now when she goes to log in, she gets a message that her account is deactivated.  I've removed her account from the Creative Cloud console and added her back in, but it's still locked on her deactivated account.  Suggestions?

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Admin console , Manage account , Troubleshooting , Users and groups

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correct answers 1 Correct answer

Adobe Employee , Jul 23, 2020 Jul 23, 2020

Hello John,

Thank you for sharing the details. It seems that the account is closed. Kindly guide the user contact the support team directly requesting to reopen the account by initiating a chat session, click on the chat icon on the bottom right corner of this page: https://helpx.adobe.com/support.html.

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Adobe Employee ,
Jul 23, 2020 Jul 23, 2020

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Hi there, 

 

Please try the troubleshooting steps shared in the following help document: https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html, and see if that helps.

 

Let us know how it goes. 

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New Here ,
Jul 23, 2020 Jul 23, 2020

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Tried to log in using a computer that the user has never used and after I enter her email address I get the "Your Personal Account has been deactivated" message.

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Adobe Employee ,
Jul 23, 2020 Jul 23, 2020

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Hello John,

I have sent a personal message requesting some details. Kindly reply to that email so that we can check the details at our end. 

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Adobe Employee ,
Jul 23, 2020 Jul 23, 2020

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Hello John,

Thank you for sharing the details. It seems that the account is closed. Kindly guide the user contact the support team directly requesting to reopen the account by initiating a chat session, click on the chat icon on the bottom right corner of this page: https://helpx.adobe.com/support.html.

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