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K
karenorzua
Participant
May 10, 2020
Answered

Bought subscription and it’s not working. Says I’m a Free version user

  • May 10, 2020
  • 2 replies
  • 1451 views

I recently bought the Premium version and it worked last month but now I tried to use it and it says I own the Free version. I'm clearly subscribed since it charged my card and my subscription automatically renewed but it's not allowing me to use it. I tried uninstalling the App, clicking on the trial option (says I'm already a paid subscriber) and nothing is working!! Help!!! 

Correct answer S_S

Hi @Cornelia346433378238,

 

I checked your email registered on the community, and the subscription for Acrobat Premium stands canceled on your account.

That is the reason you are unable to use the premium features.

 

I recommend re-purchasing the subscription from your store to have a seamless experience with the premium features.

 

Hope I was able to clarify the issue.

 

-Souvik

2 replies

C
Cornelia346433378238
Participant
January 7, 2024

Same problem here duper annoying past 3 months

S_S
Community Manager
S_SCommunity ManagerCorrect answer
Community Manager
January 16, 2024

Hi @Cornelia346433378238,

 

I checked your email registered on the community, and the subscription for Acrobat Premium stands canceled on your account.

That is the reason you are unable to use the premium features.

 

I recommend re-purchasing the subscription from your store to have a seamless experience with the premium features.

 

Hope I was able to clarify the issue.

 

-Souvik

S
samera_5680
Participant
June 24, 2025

same problem 

C
Chandra24528625m5st
Participant
May 20, 2022

Same here. Did you ever figure it out?

S_S
Community Manager
S_SCommunity Manager
Community Manager
May 20, 2022

Hello,

 

I hope you are doing well. I am sorry to hear about your experience with using the subscription.

 

To confirm, can you use the subscription features on the online portal? 
Please try once from the given link and check if you can use the tools here: https://acrobat.adobe.com/

 

If the tools work there with the same credentials, please use the option to restore purchase on your application, and it should work fine for you.

 

Depending upon the device that you use, please click the links to learn more:

For iOS: Manage Subscriptions — Acrobat for iOS Help (adobe.com)

For Android: Subscription Services — Acrobat for Android Help (adobe.com)

 

Let me know if this helps.

 

Thanks,

Souvik.

S
samera_5680
Participant
June 24, 2025

ABSOLUTE INCONVENIENCE! Don't bother wasting money on this rubish app. Paid and still telling me to subscribe what a waste of £62!!

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