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

[Regie BRUN - IT]

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]

Hi @R�gie BRUN - IT,

Thank you for reaching out. We are currently reviewing your query and will provide a resolution shortly. Your patience is appreciated.

Regards,

^AN

[Anshul_Nautiyal]

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

[Regie BRUN - IT]

Thanks for guidelines.

The support document in the link is useless as far a the user didnt ever progress to the point where is can enter his first name / surname / birth date / password.
The error pops before that.
No personal info entered -> no password entered -> no way to login to change anything.
I'm the IT admin by the way, that's why I'm contacting you. With admin access to Admin console the is no option to force validate a specific user or force modify the personal data (only first name and surname) like birth date or password.
Domain Verification : where is it ? Cant see any option to do that ...
Thanks.

[Anshul_Nautiyal]

Hi @R�gie BRUN - IT,

Has the user tried visiting https://adobe.ly/3Zd0ruk to complete the required account details, such as their first name, last name, date of birth, and password?

It seems the issue is related to the user's incomplete authentication account. Please ask the user to fill in these necessary details, after which the account should function correctly.

If the user encounters any issues during this process, please let us know, and we will be happy to assist further.

Regards,
^AN

[Regie BRUN - IT]

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.

[Anshul_Nautiyal · Accepted solution]

@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

[Regie BRUN - IT]

Hi,

It finally worked by re-creating the user and using your link !
Thanks for support !