User account doesn't link up wih assigned license

[Raph13]

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 ?

[Anshul_Nautiyal]

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

[Raph13]

Hello,

First of all, thank you for your kind return.

I checked already that the user is using the correct email account, the correct account type and so on.

Also "Refreshed License Activation".  Didn't change anything.

I'm going to check with the user.

Also going to keep you updated on how it's getting forward.

Have a nice weekend.

[Anshul_Nautiyal]

Hi @Raph13, 

Sure, please proceed with the remaining troubleshooting steps and let me know if you need any further assistance. 

Thank you! Wishing you a great weekend as well!

Regards,

^AN

[Raph13]

Well, nothing worked.

Removed Adobe completely, removed Creative Cloud.

Installed CC from scratch, logged in with user credentials -> not possible to install Adobe product.

seemed strange to me.

So, I asked an access to the app using the user account in CC.

After 1 day, he got an email stating the request was denied by admin.  The mail said : "Adobe Standard DC" access was denied.

So, I changed the assigned license from "Adobe Pro" to "Adobe Standard DC".  Tried again to install the software, but with no change, unable to install, unless for a testing period.

Even in the Email the user recieved for the confirmation of the new license assignment, we weren't able to proceed with the installation, as the link was denied, and we needed to contact the IT Administrator.

What's going on here ?

[Anshul_Nautiyal]

Hi @Raph13,
Thanks for letting us know. It sounds like there’s a misalignment between the assigned license in the Adobe Admin Console and what the user is able to access. Based on the troubleshooting already done, here are some additional steps to investigate and resolve the issue: 

Verify License Assignment in Admin Console
Go to the Adobe Admin Console → Users tab. Search for the affected user and verify: 
They have the correct Adobe Pro or Adobe Standard DC license assigned.
The entitlement matches what the user is supposed to have.
 The product profile under Products aligns with the correct license.
Check Product Profile Restrictions:
Navigate to Products → Adobe Acrobat (Pro/Standard) → Product Profiles.
Ensure the profile assigned to the user doesn’t have any restrictions preventing access.
If the user is in the wrong product profile, reassign them to the correct one and ask them to sign out and back in.
Confirm Enterprise vs. Personal Account Selection:
When signing in, users may see an option to choose between Personal Profile and Company/School Profile. If the user selects Personal Profile, the license will not be applied. Have the user explicitly choose Company/School Profile when logging in.
Check if the User is Part of Multiple Organizations:
If the user has multiple Adobe organizations tied to their email, they might be logging into the wrong one. Ask them to check under Adobe Account Settings if they have multiple orgs. If so, they need to ensure they are using the correct one assigned by your Admin Console.
Check IT Policy or Network Restrictions:

If the user is getting an "Access Denied" message, check: Whether IT security settings are blocking Adobe license activation. If firewall/proxy settings are preventing Adobe’s activation servers from verifying the license.

Ask the user to log in from a different computer or even a web browser (Creative Cloud Web) to check if the issue is device-specific. Check out this doc.

Please also confirm have you uninstalled all Adobe applications using the Adobe Creative Cloud Cleaner Tool.

Let me know if any of these steps work or if you need further assistance!

Regards,
^AN

[Raph13]

OK, some feedback concerning the issue.

Checked if user in multiple organisations -> negative, only 1 org assigned.

Confirmed the user is using Organisation and not Personal when loggin in

Made the test on my own device in order to be sure no restriction occuring -> still not able to access anything

User also informed me, another colleague is having the same issue.  Another IT correspondant, from another country, also encounters the issue with several users.

[Anshul_Nautiyal]

Hi @Raph13,

Thank you for reaching out.

To further investigate this issue, could you please send me the Adobe ID of an affected user via a private message? You can refer to this guide on how to send a personal message: How to Send a Personal Message in the Adobe Community.

As mentioned by you that another IT correspondent in a different country has also reported similar issues affecting multiple users. To help troubleshoot potential network-related causes, they should verify that Adobe's activation servers are not being blocked by firewall or security policies. Affected users should attempt to access Adobe applications from a personal or home network, such as a mobile hotspot, to determine whether corporate proxy or VPN restrictions are interfering. If the issue persists within the office network, ensure that all required Adobe domains are properly whitelisted, as outlined in the Adobe Network Endpoints documentation.

Regards,
^AN

[Raph13]

We found out something realy strange.

The user we want to assign a license too, has another organization displayed in his profile then the organization we manage (for example : His org is : My Company SA.  and ours is My Company)

We strongly suppose this is the root cause of this issue.

We contacted the reseller in order to investigate it anyfurther.

[lbenioff]

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.]

[Anshul_Nautiyal]

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

[lbenioff]

That was it.  Thanks

[Anshul_Nautiyal]

Hi @lbenioff,

You're welcome! I'm glad that switching profiles resolved the issue. Let me know if you need any further assistance.

Regards,

^AN