Resolve sign-in errors for teams & enterprise users

Your account or access is blocked

This fix applies whether you're seeing:

• Personal account deactivated
• Access temporarily disabled
• Unauthorized app version
• License expired

If you're an end user:

Sign out and sign back in, either from within the app or service, or at account.adobe.com. If that doesn't resolve it, contact the IT admin in your organization or institution.

If you're an admin:

• Confirm the user has been added in the Adobe Admin Console. See manage users.
• For teams, confirm you've assigned appropriate licenses to the user.
• For enterprise and institutions, confirm you've assigned the user to a product profile.

Can't reach Adobe servers

Try the following solutions in order.

See the detailed procedures for connectivity errors for step-by-step guidance on each.

Error: Access denied

Possible causes:

• The first name, last name, or email address in the SAML assertion doesn't match the information in Admin Console.
• The user isn't associated with the right product, or the product isn't linked to the correct entitlement.
• The SAML username isn't formatted as an email address. All users must be in the domain you claimed during setup.
• Your SSO client requires JavaScript, and you're signing in on a client that doesn't support it.

How to resolve:

Verify the dashboard configuration for the user: user information and product profile. Then, run a SAML trace and confirm the information sent matches the dashboard. Correct any inconsistencies.

Error: Another user is currently logged in

This occurs when the attributes in the SAML assertion don't match the email address used to start the login process.

Confirm these match:

• The user's email address is listed in Admin Console
• The user's username is passed in the NameID field of the SAML assertion

Reached device login limit

Your Creative Cloud subscription lets you install your apps on two devices. If you sign in on a device after exceeding your device activation limit, you'll see a message about this. See the number of devices on which you can use your Creative Cloud subscription.

Error: Try Again (Okta)

This typically occurs after user authentication succeeds and Okta forwards the authentication response to Adobe. In the Adobe Admin Console, validate the following:

On the Identity tab:

• The associated domain has been activated.

On the Products tab:

• The user is associated with the correct product nickname, and in the domain, you claimed to be configured as Federated ID.
• The product nickname has the correct entitlements assigned to it.

On the Users tab:

• The user's username is a complete email address.

Okta 400 Error

Confirm the correct SAML assertion is being sent:

• Your identity provider must pass FirstName, LastName, and Email (case-sensitive) in the SAML assertion. Authentication won't work if these aren't configured in the SAML 2.0 connector.
• The Subject element must contain a NameID that equals the Email attribute of the user you're authenticating.
• Check for spelling errors, especially easy-to-miss ones like https vs. http.
• Confirm that the correct certificate is provided. IdPs must be configured to use uncompressed SAML requests and responses.

For details, see Error 400 bad request.

Error: You've previously signed in with Google

If you previously signed in to your Adobe account with a social account (Google, Facebook, or Apple) and no longer have access to it, sign in with your organization or institution account instead. Contact your IT admin for your account details.

Error: Please update your payment information.

To update your credit card, billing address, or tax ID, you must have purchased your Teams membership directly from Adobe.com and be the contract owner. See how to update your payment details. 

Network Error

This error is usually caused by poor network connectivity. See Network error issues and resolutions.