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Trouble with Adobe Teams versus Personal Account - Technical Support and Invoices

Forum|Forum|4 years ago
March 15, 2022
1 reply
923 views

We're experiencing a couple of problems with Adobe Teams for Acrobat versus Personal accounts. There are two major related issues.

1.) One of our users has been having technical problems with Adobe Acrobat Pro. When she tries to intigate a chat or talk to customer support to resolve the problem, they tell her she has a Free Personal account and that they can't help. She has a Paid Teams account, but the Support keeps defaulting to her Personal, free Acrobat account. They can't see that she has PAID Teams Acrobat Pro, and then they don't help her. I've walked her through how to select the Business/Teams account when she logs in. (I had to go to customer support to figure that out.) But it doesn't help. So far, somehow technical support sees ONLY her personal, free account and then they don't help her with her paid Teams Adobe Acrobat Pro. Help! How can she get technical support to work for her paid Teams Adobe Acrobat Pro account? (I'll post the technical question she has under a separate heading.)

2.) Because I administer the Teams Adobe Acrobat Pro account for our company, I need to download the PDF of the invoice every month. Each month I have to undergo a "Search and Rescue" operation to find our Teams invoice. Because that too wants to default to the Personal account, so the Teams invoice isn't there with the Persaonl invoices. I end up logging in three or more times and eventually I "luck" into finding the Teams invoice PDF. Usually anyway. How can this be done simply every month?

Both of these issues are very frustrating and time consuming. How can this be simplified?

Thank you.

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Correct answer Abambo

The support with teams accounts works via an administrator, who can contact Adobe support via the admin console.

A Teams administrator can go to https://adminconsole.adobe.com/ and click the support tab. The idea behind is, that the organization's IT is the first level support. Often, the user cannot execute the necessary steps, as he or she does not have the required privileges.

We have a one-year prepaid contract, so we get ONE invoice for the whole year, which is more cost-effective.

Abambo

Correct answer

Community Expert

The support with teams accounts works via an administrator, who can contact Adobe support via the admin console.

A Teams administrator can go to https://adminconsole.adobe.com/ and click the support tab. The idea behind is, that the organization's IT is the first level support. Often, the user cannot execute the necessary steps, as he or she does not have the required privileges.

We have a one-year prepaid contract, so we get ONE invoice for the whole year, which is more cost-effective.

ABAMBO | Hard- and Software Engineer | Photographer

D

DeboraKpkAuthor

Inspiring

Thank you, Abambo.

It wasn't made apparent to any of us that the Teams administrator had to be the one to contact support. And once our end usser contacted support, even support didn't tell her that she needed the Team Administrator to be the one to contact support. I am the Teams Administrator, so here I am asking. And I am not the IT person in our organiation, though apparently I do a few things IT related. In these days or remote usage due to Covid, more and more people are working in different places from other people, so it isn't every day that we're all in the same physical location.

Even installing the Teams Acrobat Pro DC to our end users was difficult because we had to ensure that the paid Teams account was the version being installed.

I'll check on the money saved by having a prepaid yearly contract, but last I checked it wasn't a huge savings and I would have to get that approved depending on. I would still need to submit the invoice to accounting, so I would LOVE a simple way to get to the invoices and not have to log in three and hunt for it to do it.

I very much appreciate your help! Just knowing that the Teams Administrator has to be the one to contact support is a HUGE help!

Thank you so much!

DeboraKpk

Abambo

Community Expert

You can make any user you want a teams administrator, which conveys special privileges, like assigning or taking away licences to users. Standard Adobe user care may not be aware of all the whistles and bells of a teams account, and according to your reporting, they didn't see that this is a teams issue.

Even installing the Teams Acrobat Pro DC to our end users was difficult because we had to ensure that the paid Teams account was the version being installed.

By @DeboraKpk

There is no difference between a teams version and a non teams version. But you need to be signed in to your teams account, and when you have a personal account and a teams account on the same e-mail (which is possible by now) you need to switch the "attribution", which I haven't until now not completely understood.

I'll check on the money saved by having a prepaid yearly contract, but last I checked it wasn't a huge savings and I would have to get that approved depending on. I would still need to submit the invoice to accounting, so I would LOVE a simple way to get to the invoices and not have to log in three and hunt for it to do it.

By @DeboraKpk

It's not about saving money on the contract, but more saving money with the internal administration flow for invoicing. You have only once that overflow per year. As we are using a vendor for your teams subscription, we get invoiced by them (via e-mail). You can manage invoices via the admin console: https://helpx.adobe.com/enterprise/using/manage-invoices.html

ABAMBO | Hard- and Software Engineer | Photographer

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