Participant

Question

Already subscribed but won’t recognize it

Forum|Forum|1 year ago
July 24, 2024
4 replies
1431 views

I have a Premium subscription through Apple App - I have gone into my subscriptions and confirmed this and the subscription is valid until Oct.

When in Adobe app on my IPad Pro (4th gen) for past few weeks now, it will not recognize my subscription, tells me I need to subscribe, when I click ok, it says already subscribed. When I click restore purchase it says "an error occurred when attempting to restore purchases" sometimes. other times,it says it's associate with another account, which it is not, as I have just confirmed...I have tried turning iPad off and restarting, signing out and then back in multiple times (always using Apple ID). Can you please help me clear this up?

Amal Jaiswal

Community Manager

Hi there

Hope you are doing well.

Our engineering team is looking into this issue, please try the steps below in the exact same sequence and see if that works:

1. Sign out of your Adobe account in the app completely.
2. Close the app fully (not just minimize it, remove it from your recent apps/app switcher).
3. Reopen the app and sign back in with the same Adobe ID/email you used to subscribe.
4. Click on the profile icon in the app > Subscriptions > "Restore Purchase" (this re-links your existing App Store/Google Play purchase to your Adobe account).
5. Once that's done, check whether the premium features are now unlocked.

Please confirm if this resolves it, or if you're still seeing the free/limited version afterward?

~Amal

J

Josh

Participant

Im experiencing the same issue. How do we get this resolved. There is ZERO customer support for this app. I’ve logged out, log back in closed app reset the iPad and it’s still is not recognizing my account. I have confirmed my login is correct. The error is from your end. Please help. I need this for work

Amal Jaiswal

Community Manager

Hi there

Hope you are doing well and sorry for the trouble you are experiencing.

I have checked the Adobe accoiunt linked with the adobe ID you are using on this community and unable to fins any active plan/subscription. Please make sure you are using the same Email to login to Adobe as the one you used to purchase the subscription from App Store. If they are same and you still experiene this issue, please share the screenshot of the purchase confirmation email you must have got after making the purchase, so we can get this reviewed by our backend team.

~Amal

M

Mikesmallllz

Participant

I’m having the same issues help please

A

avid_zest7139

Participant

I'm having the same problem. Was this ever resolved for you?

Amal.

Legend

Hi there

Hope you are doing well.

This seems to be an Email ID mismatch issue; please make sure that the Email ID used to purchase the AI assistant is the same as the Email ID used to log into the Acrobat Reader mobile app, reboot the device once, and see if that helps.

Let us know how it goes.

S

sydney_6917

Participating Frequently

I'm having the same issues with android. Only ever had one account, and email from my Google play store, but it's not recognizing the purchased. Please help.

Amal.

Legend

Hi @Isabelle38790306drqh

I hope you're doing well, and thank you for reaching out.

I have reviewed the Adobe account linked with the Adobe ID you are using on this community, but I was unable to find any paid subscription associated with it.

If you used a different email address to purchase the subscription, please let us know so we can investigate further. Providing a screenshot of the purchase receipt would also be very helpful.

Regards

Amal

A

Anonymous

I have similar problem. After renewal using apple id, adibe can jot recognize it. When tried to restore purchase, it can not recognize.

i have copy of renewal purchase and hiw to send to adobe?

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