> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.woho.solutions/llms.txt
> Use this file to discover all available pages before exploring further.

# Admin Console Troubleshooting

> Solutions to the most common Adobe Admin Console problems: missing licences, invitation emails, CSV upload errors, sign-in issues, and more.

Quick fixes for the issues administrators ask WOHO about most often. If your problem isn't listed or the fix doesn't work, [contact WOHO](/support/contact). We support customers in English and French.

## Users and licences

<AccordionGroup>
  <Accordion title="A user says their licence isn't showing">
    This is almost always a sign-in issue, not a licence issue. Ask the user to:

    1. Sign out of the Creative Cloud desktop app or Acrobat.
    2. Sign back in with their **work email address**, the one you added in the Admin Console.
    3. If Adobe asks them to choose between a **Personal** and a **Company or School** profile, choose **Company or School**.

    In the Admin Console, also check that the user has a product listed in the **Products** section of their details.
  </Accordion>

  <Accordion title="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](https://account.adobe.com) with their work email. Their licence is waiting for them.
  </Accordion>

  <Accordion title="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](/partners/adobe/admin-console/removing-users)), or [contact WOHO](/support/contact) to buy more seats.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Bulk CSV uploads

<AccordionGroup>
  <Accordion title="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
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

<Note>
  **Adobe official guide:** [Troubleshoot bulk user CSV upload](https://helpx.adobe.com/business/enterprise/users/users-and-groups/troubleshoot-bulk-user-csv-upload.html)
</Note>

## Admin access

<AccordionGroup>
  <Accordion title="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](/partners/adobe/admin-console/groups-and-admin-roles).
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Identity and sign-in

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Still stuck?

<CardGroup cols={2}>
  <Card title="Contact WOHO" icon="headset" href="/support/contact">
    Local support in Mauritius, in English or French.
  </Card>

  <Card title="Adobe FAQ" icon="circle-question" href="/partners/adobe/faq">
    Licensing, pricing, and product questions.
  </Card>
</CardGroup>