Impossible pour un utilisateur de valider son nouveau compte (Acrobat DC)

Question

Nous venons d'acquérir des licences pour les utilisateurs de notre société.

L'un d'entre eux cependant se voit refuser la validation, alors que son email pro a bien été saisit au niveau de l'admin console et que sa licence a bien été réservée.

Après avoir reçu l'email d'enrollement, puis celui avec le code à 6 chiffres, immédiatement après il tombe sur un message : "You are ineligible to use this product or service due to the Service Eligibility Requirements" avant même qu'il puisse saisir ses information personnelles (nom, prénom, date de naissance, mot de passe).
Après avoir supprimé son entrée dans l'admin console, puis l'avoir de nouveau recréé, le problème subsiste.
Il est également présent si il se connecte directement sur account.adobe.com. Il reçoit alors un "Your access has been denied" après avoir entré son e-mail pro.
Que faire pour résoudre ce problème ?

Anshul_Nautiyal · Accepted Answer

We tried login to account . adobe . com of course.

Immediately after filling the email adress in the login screen we got this :

The user cant even access the next form to fill in the personal details.
I will now delete his account and wait tomorrow to create it again, and try again. I will let you know.

@R�gie BRUN - IT,

I recommend waiting for the next 24 hours and asking the user to visit this link to complete the required account details. If the issue persists after that period, you can proceed with account deletion and recreation to resolve the problem.

Feel free to reach out if you need further assistance!

Regards,

^AN

Anshul_Nautiyal · Answer

Hi @R�gie BRUN - IT,Upon checking, your Adobe ID is associated with an active Teams subscription. Regarding the issue you mentioned, where a user encounters the error message "You are ineligible to use this product or service due to the Service Eligibility Requirements" during login, please refer to this support document for guidance: You Are Ineligible to Use Adobe Products or Services.If the issue persists, please contact your administrator and request them to review the affected user account's configuration. Additionally, consider the following steps to troubleshoot the problem: Clear Cache and Use Incognito Mode: Ask the user to clear their browser cache or try accessing their account in a private/incognito browser window.Reassign the License: Remove the user's license, wait for approximately 30 minutes, and then reassign it to force synchronization.Domain Verification: Ensure the user’s email domain (e.g., @yourcompany.com) is verified in the Adobe Admin Console. Unverified domains can block access. Feel free to reach out if you have any further questions or need additional assistance. Regards,^AN

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