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I already have a premium subscription but the app says I’m a free user I’ve deleted the app twice and reinstalled it but the issue still persists.

Forum|Forum|1 month ago
June 10, 2026
6 replies
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I already have a premium subscription but the acrobat app doesn’t recognise it and it says free user. I’ve reinstalled the app twice and logged in but the issue still persists.

Correct answer Tariq Ahmad Dar

Hi @Bubble312,

Thank you for reaching out, and we are sorry you are experiencing this, especially when you need to get work done.

Since you have already tried signing out and restoring purchases, please try the following steps in order:

Clear the app cache
Go to your device Settings > General > iPhone Storage > Adobe Acrobat, tap Offload App and then reinstall it from the App Store. This clears any cached data that may be causing the subscription sync issue.

Sign back in and restore purchases:
Once reinstalled, sign back in with your Adobe ID and go to Profile > Subscriptions > Restore Purchases to prompt the app to re-verify your subscription.

Confirm the correct Adobe ID:
If the issue continues, go to your device Settings > Your Name > Subscriptions and confirm the email address associated with your Adobe Acrobat Premium subscription. Then confirm you are signed into the Acrobat app with that same email address. If they do not match, sign out and sign back in using the email linked to the subscription.

For further guidance please refer to Adobe's official help article for premium access issues on mobile: https://helpx.adobe.com/acrobat/mobile/troubleshoot/subscription-issues/premium-access-issues.html

Please let us know how it goes and we will be happy to assist further.

~Tariq

C

Cucocuco

Participant

Hi Ihave two subscriptions for premium until feb 2027 and also charged twice for another one till oct 2026 recently when i try to edit and save document ask for subscription and doesnt ket me do it whats going on??

jaime

Amal Jaiswal

Community Manager

Hi @Cucocuco

Hope you are doing well and sorry for the trouble.

Have you tried the steps shared in the correct answer shared above? If not, please give them a try and let us know how it goes.

~Amal

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

Bubble312

Participant

Adobe says I am a free user and I have a subscription. I log in with the correct account and Premium flashes briefly and then flashes back to free. I am trying to get a paper done! I have tried logging out and in and restoring purchase.

T

Tariq Ahmad Dar

Correct answer

Community Manager

Hi @Bubble312,

Thank you for reaching out, and we are sorry you are experiencing this, especially when you need to get work done.

Since you have already tried signing out and restoring purchases, please try the following steps in order:

Clear the app cache
Go to your device Settings > General > iPhone Storage > Adobe Acrobat, tap Offload App and then reinstall it from the App Store. This clears any cached data that may be causing the subscription sync issue.

Sign back in and restore purchases:
Once reinstalled, sign back in with your Adobe ID and go to Profile > Subscriptions > Restore Purchases to prompt the app to re-verify your subscription.

Confirm the correct Adobe ID:
If the issue continues, go to your device Settings > Your Name > Subscriptions and confirm the email address associated with your Adobe Acrobat Premium subscription. Then confirm you are signed into the Acrobat app with that same email address. If they do not match, sign out and sign back in using the email linked to the subscription.

For further guidance please refer to Adobe's official help article for premium access issues on mobile: https://helpx.adobe.com/acrobat/mobile/troubleshoot/subscription-issues/premium-access-issues.html

Please let us know how it goes and we will be happy to assist further.

~Tariq

Yann84700

Participating Frequently

Pour ma part, ça n'a Rien changé

Yann84700

Participating Frequently

Effectivement il y a pas mal de problèmes en ce moment avec Adobe moi mon abonnement premium prépayé annuellement ne fonctionne plus et Adobe renvoie la balle vers Google Play Store par qui j'ai effectué la charge qui me renvoie à son tour vers adobe point cependant sur mon compte Adobe apparaît bien un pré paiement en janvier 2026 pour une durée d'un an mais les services ne veulent rien savoir apparemment beaucoup de problèmes en ce moment ils ne sont pas réglés

Amal Jaiswal

Community Manager

@Yann84700 I have checked your Adobe accoint linked with the Adobe ID you are using on this community and found that your Acrobat Premium subscription was cancelled recently with refund. The refund will take 10-14 business days to reflect into your account depending on your banks policy.

~Amal

Yann84700

Participating Frequently

Je n'était pas informé de cela. Je verrai dans les jours à venir. Cdt

AMVRN

Participant

Same issue! My app keeps saying it is about to expire. The Apple store says PAID UNTIL MAY 2027? I can only use the free tools although I’ve paid for the premium? Please Help! Ty

Amal Jaiswal

Community Manager

Hi there

Hope you are doing well and thanks for reaching out.

I have checke dyour Adobe account linked with the Adobe ID you ar eusing on this community and found that you have an active plan for AI Assistant, good to be used uptill 2027.

Please try to logout of the application, reboot the device once and relogin with the Adobe credentials and see if that helps. You may also try to restore the purchase. Tap on the profile icon > Subscriptions > Restore Purchase and check.

Let us know how it goes.

~Amal

N1c51m

Participant

Hi Tariq

I’m facing the same issue accessing Adobe Reader and Fill & Sign on mobile. It says I’m a free user despite having an active creative cloud subscription.

On another note i’m unable to check billing as it keeps referring to the Adobe store

Nick

T

Tariq Ahmad Dar

Community Manager

Hi @N1c51m,

Sorry for the troubled experience. I can see you have Creative Cloud Individual subscription active on your account. While i get this checked internally, in the meantime, please check you are using the same Adobe ID that is associated with Creative Cloud active subscription.

~Tariq

N1c51m

Participant

Yes this is my one and only Adobe ID. manage subscription tab is referring to only Apple subscription and not Adobe.

T

Tariq Ahmad Dar

Community Manager

Hello @KC777888,

Thanks for reaching out, and sorry for the troubled experience.
I checked your Adobe ID in the Adobe Community, and I don't see any active subscription associated with it. Please ensure you are using the correct Adobe ID to log in.

Let us know how it went.

~Tariq

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