Adobe Premium purchase not recognized on IPad

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1. Acrobat Version: 23.03.01

2. IPad IOs 16.3.1

3. I purchased the Adobe Premium annual plan, via the app on my IPad, in September and cannot open it. I continue to be asked if I want to purchase but when I do, it says that it has already been purchased. When I press ok, my screen locks up with a spinning circle. I have tried to restore purchases, sign out, delete and reload app to no avail. PLEASE HELP!

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Nancy OShea

Community Expert

[Moderator moved from Using the Community forums to Acrobat Reader Mobile.]

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Nancy O'Shea— Product User & Community Expert

Souvik Sadhu

Legend

Hi @Rebecca29373024wo3h,

I hope you are doing well. I am sorry for the trouble.

I checked your email address registered here in the community and cannot find an active subscription for Acrobat Premium.

If the application is unable to identify the subscription, you may try a few steps below:

1. Logout from Acrobat Reader Mobile;

2. Restart the device;

3. Log in back to the device.

If these do not work, you may try restoring the subscription. Please refer to the link to learn how to restore the subscription: Manage subscriptions — Acrobat for iOS Help (adobe.com)

Also, you might want to check if you are logged in using Apple ID and not Google.

Let me know if this help.

Thanks,

Souvik.

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