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Vorm5FE3
Participant
September 9, 2021
Answered

Stuck in trial mode/License not activating

  • September 9, 2021
  • 3 replies
  • 1325 views

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!

    This topic has been closed for replies.
    Correct answer Vikrant R

    @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.

    3 replies

    Vikrant R
    Community Manager
    Vikrant RCommunity ManagerCorrect answer
    Community Manager
    September 9, 2021

    @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.

    V
    Vorm5FE3Author
    Participant
    September 9, 2021

    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.

    J
    johanness12714748
    Participant
    September 9, 2021

    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?

      V
      Vorm5FE3Author
      Participant
      September 9, 2021

      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.

      V
      Vorm5FE3Author
      Participant
      September 9, 2021

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

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