When enterprise customers try to download Creative Cloud using a paid license only get trial versions

We have an enterprise license for Creative Cloud.  When some of our users login to our enterprise Adobe portal and use their enterprise IDs to download the product, they only get trial versions offered.  We have had them manually uninstall other older Adobe products first, we have confirmed that the correct E-mail is being used, and we have tried creating new Adobe IDs.  We can't install the full product even though our licenses are paid for.  Any ideas why this is happening?