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Login access denied despite correct privledges


Level 2

On login, an account from my client's company email address receives the following message:

"Access Denied You do not have access to this service. Contact your IT administrator to gain access, or sign in with an Adobe ID"

Here's some extra points:

>User has had no issues in the past

>No changes to privileges

>Email domain ends in


Side issue, I tried to open a support ticket, but once again, to my frustration, there was an error when I tried to submit. How ironic that the support system cannot support itself. 

3 Replies



Please send an email to with company name and user email who is facing this issue so that we can check the access of the user. 


Level 5

This sounds like a stale login cookie.

You should try having the user clear their Adobe-set cookies and login from scratch.


This often happens if significant changes in permissions have happened to the account or if they haven't used AA for a long time without signing in.


Level 2

Hi Cameron,


If the issue hasn't been resolved yet it might be worth looking at the user settings within User Management (Legacy) in the Admin drop down section.


We had something similar and their account had expired which you can update there but not in the experience cloud.