I just paid 9.99 and the app keeps saying FREE USER

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I paid and the app doesn't allow me to use the services.

Android

justlearnCorrect answer

Community Expert

@Lisa_Warhol5901 and @45628093 as per @Amal. , when you buy an Adobe app through the Apple App Store or Google Play Store, the purchase and subscription are managed directly by that platform. Which means, Adobe doesn't have access to their records.

So what happens is when a staff member such as @Amal. looks into Adobe's systems, they see nothing. Because the subscription is processed and managed by Apple or Google, we don't have access to the billing information or purchase history in our own system. This is why you don't see it when you log in to your Adobe account on adobe.com. Your payment and subscription are tied to your Apple ID or Google account, not your Adobe ID.

You are always better off to go to the source, and that's adobe.com! If you can, I would cancel it! And buy direct. This way, Adobe can be more helpful. Sorry

m

justlearn

Correct answer

Community Expert

@Lisa_Warhol5901 and @45628093 as per @Amal. , when you buy an Adobe app through the Apple App Store or Google Play Store, the purchase and subscription are managed directly by that platform. Which means, Adobe doesn't have access to their records.

So what happens is when a staff member such as @Amal. looks into Adobe's systems, they see nothing. Because the subscription is processed and managed by Apple or Google, we don't have access to the billing information or purchase history in our own system. This is why you don't see it when you log in to your Adobe account on adobe.com. Your payment and subscription are tied to your Apple ID or Google account, not your Adobe ID.

You are always better off to go to the source, and that's adobe.com! If you can, I would cancel it! And buy direct. This way, Adobe can be more helpful. Sorry

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m

A

Anonymous

I have the same problem. Adobe support will not help me because I purchased it through Apple. 😞

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Amal.

Legend

Hi Lisa and Marcia

Hope you are doing well and sorry for the trouble.

I have checked both of your Adobe accounts and am unable to track any active/paid subscription. If you may have used a different Adobe ID for the purchase, please log out of the application and re-login with the correct Adobe ID and see if that helps.

Let us know how it goes.

~Amal

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