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Raph13
Participant
January 31, 2025
Question

User account doesn't link up wih assigned license

  • January 31, 2025
  • 1 reply
  • 2873 views

Hello Folks,

We're getting some issues with licenses not assigning to the user.

In fact, on the Admin Console, we see the user is assigned an Adobe Pro license, but when he logs in on his device, the Adobe Pro is locked, and only available via a Free Trial.

Is there something we're missing ?

    1 reply

    A
    Community Manager
    Anshul_NautiyalCommunity Manager
    Community Manager
    January 31, 2025

    Hi @Raph13,
    Thanks for reaching out. It seems like the user is facing an access issue with the assigned product, follow these steps to resolve the problem:

    Confirm the Correct Adobe ID: Ensure the user is signing in with the same email address assigned to the license in the Adobe Admin Console. Users may accidentally log in with a personal or different work email. If prompted, they should select the correct profile (e.g., Organization Profile).

    Refresh License Activation: Sign out of Adobe Acrobat (or Creative Cloud) and sign back in.

    If the issue persists, try signing in from a different browser or using incognito mode.
    Address Trial or Expiry Errors: If the user encounters a trial or license expiry error, refer to the following Adobe documentation for troubleshooting steps:
    Resolve Trial and License Expired Errors

    Reassign the License: Try unassigning the product and then reassigning the license to the user's Adobe ID via the Admin Console.

    Reinstall Adobe Products: If the issue persists, uninstall all Adobe applications using the Adobe Creative Cloud Cleaner Tool, then reinstall Acrobat.

     

    Hope this helps. Let me know if you need any further assistance.

    Regards,
    ^AN

    lbenioff
    lbenioff
    Participant
    February 7, 2025

    I am having the same issue.  Setting up a new computer for a user who has a paid plan; they are also the administrator for the account. The email address is corrrect.  I dectivated their license and then re-activated it.  They received the welcome email that sya they have Acrobat Standard DC, but when I log into their Adobe account it shows that they have no Paid Plans.

     

    [Edited by moderator: Image removed due to containing an email ID. Please avoid sharing personal details, as this is a public forum accessible to everyone.]

    A
    Community Manager
    Anshul_NautiyalCommunity Manager
    Community Manager
    February 7, 2025

    Hi @lbenioff,

     

    Thanks for reaching out. Based on the provided screenshot, the user is currently logged into their Personal Profile. Please ask them to switch profiles and select their Organization Profile to access their subscription.

    For detailed steps, refer to this Adobe HelpX guide: Switch between Adobe profiles.

     

    Hope this helps! Let me know if the issue persists.

    Regards,


    ^AN

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