Users and licences
A user says their licence isn't showing
A user says their licence isn't showing
This is almost always a sign-in issue, not a licence issue. Ask the user to:
- Sign out of the Creative Cloud desktop app or Acrobat.
- Sign back in with their work email address, the one you added in the Admin Console.
- If Adobe asks them to choose between a Personal and a Company or School profile, choose Company or School.
The user never received the invitation email
The user never received the invitation email
Ask them to check their junk or spam folder and any email quarantine. Then select the user in Users > Users and use Resend invite. The user can also sign in directly at account.adobe.com with their work email. Their licence is waiting for them.
I can't assign a licence: none are available
I can't assign a licence: none are available
All purchased licences are in use. Either remove a licence from someone who no longer needs it (see Remove users and reclaim licences), or contact WOHO to buy more seats.
I've reached the limit on licence reassignments
I've reached the limit on licence reassignments
Adobe Teams plans limit how often licences can be reassigned each month. Wait until the next month, or contact WOHO if the change is urgent. We can raise it with Adobe on your behalf.
The user was added with a personal email by mistake
The user was added with a personal email by mistake
Remove the product licence from the personal email account, add the user again with their work email, and assign the licence to the new account. If they already created files, ask them to download anything important before you remove access.
Bulk CSV uploads
The upload finished, but some users failed
The upload finished, but some users failed
Go to Users > Bulk operation results and download the results file. It lists the reason for each failed row. Common causes are:
- Product profile or user group names that don’t match the Admin Console exactly (check capital letters and spaces)
- Missing required fields such as email or country code
- Invalid email addresses
- Columns deleted from the template
Names with accents appear garbled
Names with accents appear garbled
The file wasn’t saved as UTF-8. In Excel, use File > Save As and choose CSV UTF-8 (Comma delimited), then upload again.
Adobe official guide: Troubleshoot bulk user CSV upload
Admin access
I can't see the Users or Products tab
I can't see the Users or Products tab
Your account doesn’t have the required admin role. Ask a System Administrator in your organisation to assign you one. See User groups and admin roles.
Our only administrator has left
Our only administrator has left
Contact WOHO immediately. As your Adobe reseller, we can work with Adobe to verify your organisation and restore admin access to a new contact. To prevent this from happening again, always keep at least two System Administrators.
I see the wrong organisation after signing in
I see the wrong organisation after signing in
Your account belongs to more than one Adobe organisation. Use the organisation switcher in the top-right corner of the Admin Console to select the correct one.
Identity and sign-in
Domain verification is failing
Domain verification is failing
Check that the DNS TXT record was added exactly as Adobe provided it, with no extra spaces or quotation marks, and on the root domain. DNS changes can take up to 72 hours to take effect. Try Verify again later.
Users are redirected to the wrong sign-in page
Users are redirected to the wrong sign-in page
This usually happens when a domain is linked to a Federated ID directory but the user still has an older Adobe ID with the same email address. Ask the user to choose the Company or School account when prompted. If the problem continues, contact WOHO to review your identity configuration.
Still stuck?
Contact WOHO
Local support in Mauritius, in English or French.
Adobe FAQ
Licensing, pricing, and product questions.