Stuck in trial mode/License not activating

[Vorm5FE3]

Hi all,

We recently purchased a license for one of our users but despite it being assigned to the user through the Team it doesn't show up for them and they are stuck in an expired trial mode.

Reaching out to sales did not solve anything and other support such as chat yields nothing (endless waiting to be transfered to an expert) and the phone support is simply impossible due to bad English and bad quality phone lines.

We are now missing one active workstation and this is hurting our productivity.

Any other tips on how to proceed? We are kind of desperate.

Thanx!

[Vorm5FE3]

Additionally: it also shows it being in trial through the web interface so it isn't computer related. Hope this sheds more light.

[johanness12714748]

Hi Vorm,

i think we are having the same problem! We have been struggling for days with the creation of a new user in our team in order to be able to assign a license.

Process of our problem:

- creation of the user via Adminconsole
- user receives email to complete the account (re-entry of last name / first name, password, birthday)
- the user logs on to the homepage with the previously entered password -> no license visible
- only the trial license is displayed on the client

It is noticeable that nothing is specified in the account under "Company".

Could it be that a private account is created through the email provided by adobe?

[Vorm5FE3]

Hi johanness12714748,

The Dutch sales department assured us that the license has been correctly purchased and assigned. It looks like a technical issue. Because this is very time consuming we have also put this question out at a reseller that can perhaps claim the contract as their own and as such have access to better support (we hope).

Your issue is pretty much exactly the same as we are experiencing.

Will keep you updated on the developments.

[Woodland_]

Same issue here. Followed the steps in the existing guide but it didn't solve the issue;

https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

Tested on a completely new account and computer in case it was a legacy issue.

We keep getting the same trial mode issue no matter what we do.

[Vikrant R]

@johanness12714748 Can you help me with the some more information. 

1. At sign in, do you guys get an option to choose a Profile, after entering the email address and passowrd? As the apps are provided by the team plan, they'll need to access the Business profile, instead of the personal one.

2. Can you also check if the Automatic profile selection is enabled or disabled? Users can find this setting in Account and security > Sign-in and security.

See this article for more information: https://helpx.adobe.com/enterprise/using/manage-adobe-profiles.html

[johanness12714748]

Hi Vikrant,

right now i cant re-create the desired account because the user deleted the account... 

There was no option to choose the profile.

[Vikrant R · Accepted solution]

@Vorm5FE3 I tried looking up your account on the backend, and can see only one license, which seems to be assigned properly. However, the Profile seems incomplete. Can you click the "Get started" link in the email to start the sign in process and complete the profile.

[Vorm5FE3]

Thank you Vikrant as this has solved the problem.

The user had not seen the Get Started email as it was in their spambox.

Clicked on the link, accepted the invite and all is working as intended.

Thank you again.