Two admin consoles, one being renewed, one isnt.

[kara_3496]

Hi all, 

The company I work for has two headquarters. One is in the united states and the other in europe. Originally the headquarters in europe purchased adobe and gave licesnes to its users and some users in the United States. Then the headquarters in the United States also purchased adobe to give to users in the United States. Both the users in United States and Europe use their work email for these adobe licenses. 

Now, the Europe headquarters plans to not renew their current licenses. This is causing an issue as a handful of their users (about 15) are on the United States side. The United States users still need access to Adobe for day to day business. Now here is the issue: 

One of my users, originally has a license from the Europe headquarters. I tried to create an account for this user on my side but ran into adobe issues across the board (not working correctly, not seeing the pro options that are associated with pro version, etc) . It seems like because the original (europe) license was given and associated with their work email, that creating the account my end with the same work email, caused issues. 

Any ideas on how to remedy this issue as the United States users still need all the functions of adobe for every day use. Would deleting their account (about 15 users) from the Europe side then adding to United States side work? 

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from account, payment & plan">

[Anshul_Nautiyal]

Hi @kara_3496,

Thank you for reaching out. Based on your query, your organization has two Adobe Admin Consoles—one managed by Europe HQ and one managed by the U.S. HQ —and you want to move all U.S.-based users to the U.S. console and cancel the Europe-based contract. After reassigning a license, one user isn't seeing Acrobat Pro features. Please confirm if this is the issue you need help with.

To resolve this, I recommend the following steps:

1. Remove the affected users from the Europe Admin Console.

2. After removal, add the same users to the U.S. Admin Console using their existing email addresses and reassign the appropriate licenses.

   • You can follow the steps in this guide: https://adobe.ly/434ucAP

3. Instruct users to sign out of the Creative Cloud Desktop app or Acrobat app.

4. When signing back in, users should select the business or school profile instead of the personal profile if prompted.

Additionally, before removing users from the Europe Admin Console, please advise them to back up or transfer any stored assets to prevent data loss. This can be done by following the steps in the following guide: https://adobe.ly/43hlApq

Hope this helps. Let us know if you need further assistance.

Regards,
^AN

[kara_3496]

Thank you for the information. We have tried this and will see if it works. So far, one user has stated that even though they uninstalled, then reinstalled and logged in making sure the United States profile showed, that they still do not have access to all the pro functions. And yes I made sure they were assigned a Pro license. 

[Bani Verma]

Hi there, 

I'm sorry to hear that the issue is still not resolved. Could you please share the email addresses of one or two users with us in a personal message? We will then check their accounts to understand what's causing this problem. 

Thanks,
^BS