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Matthew36511666lhbm
Participant
April 3, 2024
Question

Already purchased error

  • April 3, 2024
  • 3 replies
  • 1150 views

Pretty sad that I subscribe to this and it won't work. Says I need to subscribe then I click to buy again and says error already purchased. What's even worse is I've spent over a hour reading posts and discussions and not once did any of you give a helpful reply. I know you know there is a problem. No need to send a screenshot. No I don't need to restore purchase. No I don't need to log out and log back in. No I don't need to restart the phone. Been there done that. Ridiculous. I real answer would be helpful

    3 replies

    J
    juliette_3898
    Participant
    June 20, 2025

    I am having the same problem. I called Samsung and Adobe and they just blame each other. 

     

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    June 23, 2025

    Hi there 

     

    Hope you are doing well and thanks for reaching out. 

     

    I have checked the Adobe account linked with the Adobe ID you are using on this community, and I am unable to find any active/paid subscription. If you may have used a different Adobe ID for the subscription, please log out of the application, reboot the device and re-login with the correct Adobe ID  and see if that works. 

     

    Let us know how it goes.

    J
    juliette_3898
    Participant
    June 23, 2025

    How do I find the Adobe ID?

    [P.I removed by moderator]

    S
    Sassan387494152o7w
    Participant
    July 22, 2024

    I have exactly the same problem. Someone help?

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    April 8, 2024

    Hi @Matthew36511666lhbm,

     

    Hope you are doing well. Thanks for writing in!

     

    I checked the email address registered here in the community and saw an active subscription for Acrobat Premium.

     

    Please check a few details on the application:

    1. The email address you are logged in to Acrobat Reader Mobile matches that of the Adobe Community Forums.

    2. Since the purchase has been done through the Samsung Galaxy Store, I would suggest uninstalling the current version and installing Reader Mobile again directly from the Samsung Galaxy Store and not Google Play Store. This is an important step, since subscriptions bought from different portals may not identify the account on others.

     

    Hope this helps.


    -Souvik

     

    Got your issue resolved? Please label the response as 'Correct Answer' to help your fellow community members find a solution to similar problems.

    Z
    zahid3779079330g6
    Participant
    June 19, 2024

    I have same issue tried Samsung help but the message back contact adobe help

    I already raise complaint separately but no one answered its nearly 3 months since I purchased the subscription.and to get to adobe customer care impossible task 

     

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    June 20, 2024

    @zahid3779079330g6,

     

    Would you mind sharing the below details: 

    Email ID : 
    GPA/Samsung number :
    Purchase Date :
    Date of refund request :
    Amount of purchase :
    App Store purchased from :
    Reason for refund :

     

    This will help me route the info to the correct team for a resolution.


    -Souvik

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