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K
King La Rue93
Participant
March 9, 2023
Question

APP NOT UPDATING MY PURCHASE

  • March 9, 2023
  • 1 reply
  • 2148 views

This app is not updating on none of my devices even though I have upgraded from the PREMIUM to the PRO system. Customer service on the phone was horrible and I just want to know why I am not getting what I have already paid for. I need answer before I have to cancel my account and ask for a refund.

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    1 reply

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    March 9, 2023

    Hi @King La Rue93,

     

    Hope you are doing well. Sorry for your experience with the Acrobat subscription.

     

    Would you mind briefing us more about the issue so we can understand better?

     

    If you cannot use the subscription, I suggest using the features on the online tools: https://acrobat.adobe.com/link/home/. If it works there, please check if the email address logged in is the same on the device.

     

    If yes, log out from the application and then log in again.

     

    Hope this helps.

     

    -Souvik.

    K
    King La Rue93Author
    Participant
    March 10, 2023

    Hello,

     
    I am having trouble getting my account to update from the Premium to the Pro subscription. I purchased a yearly Premium subscription about a year ago and was coming up for a renewal in April, but I could not do things I needed to do like updating files that’s shared from work that are sent specifically to edit and send back. I’m in the military so I have to fill out a lot of forms and the premium subscription didn’t seem to get the job done, so I upgraded to a monthly Pro subscription. I purchased all this through my Apple ID on my phone and my account has yet to update to Pro it still says Premium on all devises and platforms even after I’ve logged out, update my Adobe account info by registration through the actual website, and changed emails that I’ve already verified. I called customer service and they could not find my account By email or name. I honestly enjoy Adobe, but I also want to be able to enjoy and used what I’ve already paid for. If I can’t get this issue resolved then I’m going to be forced to cancel my subscription and I’m trying to avoid that. I just want my account to be updated from Premium to Pro since I’ve already paid for it. Please help.
    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    March 10, 2023

    @King La Rue93 I checked your account with the email registered here on the community, and it still reflects Acrobat Premium. 

     

    As you mentioned switching to the Pro Version, you might have received emails from us about the purchase success. Would you mind sharing the screenshot of the email or the Order ID? This would help us track down the subscription and help you accordingly.

     

    Coming to the part where you cannot fill out the forms, it could be with the architecture of the files, as Military or government forms are highly classified with layers of security that are not currently editable with the mobile version of Acrobat Reader.

    You might want to try filling out those forms from the online portal using your account: https://acrobat.adobe.com/link/home/

     

    Hope this helps.

     

    -Souvik.

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