App says I’m a free user when I’m not

​Hi @Newera33 and  @4227 ,

Hope you are both doing well and thanks for reaching out, and sorry for the trouble here, especially since this is affecting actual customer transactions for you, Newera33.

A few quick questions to help pin this down, since "sometimes it works, sometimes it doesn't" points to a subscription recognition timing issue rather than a billing problem:

• Are you both on the mobile app (iPhone or Android), or is either of you seeing this on desktop or web?

• When you check your profile in the app, does the email shown there match the exact email address your subscription is billed under? A mismatch here, even a small one like a typo or a different Adobe ID than the one that originally purchased the plan, is one of the most common causes of this exact symptom.

• Newera33, when the "send for signature" option disappears, does logging out and back in bring it back too, the way it does for 4227?

Please check the dedicated troubleshooting page for this exact pattern, premium access issues on mobile, which covers checking that the signed-in account against your subscription account and confirming the subscription hasn't lapsed on the App Store or Google Play side, even if payment is still going through.

Since logging out and back in only fixes it "sometimes," here is a deeper reset worth trying if that keeps happening:

1. Offload the app on iPhone: Settings > General > iPhone Storage > Adobe Acrobat > Offload App rather than just signing out, since this clears cached subscription data that a simple logout doesn't always touch.
   Android: Go to Device settings > Apps > Adobe Acrobat > Storage > Clear Cache

2. Reinstall from the App Store or Google Play and sign back in.

3. Go to Profile > Subscriptions > Restore Purchases to force the app to re-verify your subscription against the store.

Let us know how it goes. 

~Amal