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Frustrated and anxious...please help! thank you very much!

Community Beginner ,
Apr 06, 2023 Apr 06, 2023

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I am the admin on a company account and everything is paid for monthly and has worked perfectly for 16 years. But ever since I got an email about the updated the Admin Console nothing seems to work in the Adobe account anymore.

For one thing, now I have two log in options--company or personal--where before I only had one—the company log in.

Adobe seems to have divided me into two accounts, one where I can use the apps but have no libraries or files (years of company library content) and one where I have the libraries but no access to the creative suite applications...

I have called customer service, they put me on hold for ages then said they would call back with a solution but still haven’t contacted me.

How do I reset my account so it goes back to what it was before, ie functional?

I have deadlines to meet and not being able to use my account is causing a lot of trouble for me and my work collegues...

Any help would be very appreciated!

Thank you so much!

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correct answers 1 Correct answer

Adobe Employee , Apr 07, 2023 Apr 07, 2023

@nicolettab954500 I understand your frustration and apologies for the inconvenience.

You seem to have two types of subscriptions in your account (Personal and Company).

Your admin console is migrated to the new Enterprise Storage model wherein the files you are creating using the organization license will now stay/managed by the organization/admins. 

During the storage upgradation, the cloud assets were not migrated. They remained under the Personal profile as the backend system was unsure which

...

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Community Expert ,
Apr 06, 2023 Apr 06, 2023

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<moved from cc desktop bugs>

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Adobe Employee ,
Apr 07, 2023 Apr 07, 2023

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@nicolettab954500 I understand your frustration and apologies for the inconvenience.

You seem to have two types of subscriptions in your account (Personal and Company).

Your admin console is migrated to the new Enterprise Storage model wherein the files you are creating using the organization license will now stay/managed by the organization/admins. 

During the storage upgradation, the cloud assets were not migrated. They remained under the Personal profile as the backend system was unsure which file belonged to the Personal or Company profile.

In this scenario, you have to manually migrate the assets under the company profile you think to belong to the organization.

Kindly check the below help document for more details:

https://helpx.adobe.com/in/enterprise/using/manage-adobe-profiles.html

https://helpx.adobe.com/in/enterprise/using/storage-for-business.html

https://helpx.adobe.com/in/enterprise/kb/known-issues-business-id.html 

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Community Expert ,
Apr 07, 2023 Apr 07, 2023

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HI @nicolettab954500 in addition to what @SuJoshi listed, you have access to the Adobe Admin Console where you can use the Support section to file a ticket or get faster service from your dedicated support team. IMO the chat or scheduling a 1:1 is a better option than calling customer support.

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