Not able to onboard new user on enterprise plan

[TI de Ventilabec]

Hi there,

We recently got Adobe Enterprise Plan. A user had create a free account with her enterprise email few weeks ago. Now, I want to assign her an Acrobat Pro licence within the admin console. So I created a user with her company email adresse and assign her a licence.

I downloaded and installed CC on her PC along with Acrobat, but when she connect with her email, CC do not give her choice between the "personnal" free account that she already had and her new company profile with Acrobat pro licence assing. 

What I did wrong? There is a way to send an invitation email to the user so CC knows that I want to onboard her?

Thanks

[Anshul_Nautiyal]

Hi @TI de Ventilabec,

Thank you for reaching out.

Based on your query, the end user in your organization previously created a free Adobe account using her company email. After assigning her an Acrobat Pro license via the Admin Console and installing Creative Cloud and Acrobat on her PC, she logs in but is not prompted to choose between the Personal and Business profiles—preventing her from accessing the assigned license. Please confirm if this is the issue you need assistance with.

This behavior may be due to the Automatic Profile Selection setting being enabled. When this setting is turned on and only one Business Profile exists, users are not prompted to select a profile at sign-in. To allow users to choose a profile manually, this setting must be turned off.

Please follow these steps:

1. Sign in to the Adobe Account: https://adobe.ly/4jHDSqZ
2. Navigate to Account and security > Sign-in and security.
3. Turn off the option Select my profile automatically.

For more details, refer to this help article:
Manage Adobe Profiles

Once this is turned off, the user will be prompted to choose a profile during sign-in. Please ensure they select the School or Business Account to access their assigned license.

We hope this resolves the issue. Let us know if you need any further assistance.

Regards,
^AN

[TI de Ventilabec]

Hi,

Thanks for your rapid answer.

You get it right, this is exactly the issue that we have.
Now, about the solution.

The "Select my profile automatically" option only appears in the company's main account where I can access the admin console and is already disabled. This option does not appear in the user's account. Only the security key, MFA, social network logins, and active sessions options shows there. I understand that this would have allowed the user to choose upon logging in but no luck.

Other suggestion?

[Anshul_Nautiyal]

Hi @TI de Ventilabec,

Thanks for confirming the issue. In this case, please try the following steps to resolve the profile conflict:

1. Check for Profile Switch Option
   Ask the end user to log in at https://adobe.ly/43g6m54, click the profile icon in the top right corner, and see if there's an option to switch profiles. If not, try signing out and signing back in.

2. Use Incognito/Private Mode
   Have the user access https://adobe.ly/43hJfqQ in a private/incognito browser window.  Additionally, clearing the browser’s cache and cookies may help resolve profile-related issues.

3. Clear Adobe Credentials and Re-sign In
   On the user’s device:

   • Sign out of the Creative Cloud or Acrobat application.

   • Go to Credential Manager (Windows) or Keychain Access (macOS) and remove all Adobe-related credentials. You can follow the detailed steps here:
     https://adobe.ly/4m3CyQA

   • Sign in again using the company email. If prompted, select the Business or School Account.

4. If the issue persists, consider removing the user from the Admin Console and re-adding them before reassigning the license. Refer to this guide for step-by-step instructions:
   https://adobe.ly/44rELPw

Please let us know if the issue continues after these steps—we're happy to assist further.

Regards,
^AN

[TI de Ventilabec]

Hi, all this did not fix the problem, but it might be due to something else.

Yesterday I got a mail from Adobe that my user did not respond to invitation to join the team. The user says she did not get it and we did not find any trace of that email on th server.  Anyway, there is any other way to resend that email invitation to the user?

Thiis time I will make sure she answer in time. In the Admin console I did not find any way to resend it. Di I have to delete the user and re-create  again?

[Anshul_Nautiyal · Accepted solution]

Hi @TI de Ventilabec,

Thank you for the update.

If the user did not receive the original invitation email and there is no option to resend it through the Admin Console, the recommended course of action is to remove the user from the Admin Console and then re-add them using the same email address. This will automatically trigger a new invitation email.

Please ensure the following steps are taken:

• The user checks their inbox as well as spam/junk folders for the invitation email.

• Your email server or firewall is not blocking Adobe system-generated emails. Please review the list of required network endpoints and ensure they are properly whitelisted: Adobe Network Endpoints.

• The user attempts to log in using a different browser or an incognito/private browsing window to avoid issues caused by cached credentials or active sessions.

If the issue persists after these steps, please don’t hesitate to contact us—we’re happy to assist further.

Regards,
^AN