I purchased adobe subscription. And I can't use the feature I purchased it for. I need to edit a pdf. It says I need to subscribe. I did. I try clicking on subscribe. App says I am already subscribed. Why is this so broken?

​Hi @Energetic_Wildflower7a68 ,

Hope you are doing well and thanks for reaching out, and sorry for the trouble.

A couple of things would help confirm the fix:

• What device and platform are you on (iOS or Android)?

• And how did you originally sign up and sign in, with your Adobe ID directly, or through Apple ID / Google Sign-In? This matters because the email used to sign in to the app needs to exactly match the email tied to the purchase; if those differ even slightly, the app can't verify the subscription, even though it's active.

Steps worth trying, in this order:

1. Confirm your subscription is actually active by checking https://adobe.ly/3SytyJB directly, signed in with the same email you use in the app

2. Sign out of the app completely

3. Clear the app's cache:

   • On Android: go to Settings > Apps > Acrobat > Storage, and tap Clear Cache (not Clear Data, that would also remove your sign-in and local files)

   • On iOS: go to Settings > General > iPhone Storage, find Acrobat, and tap Offload App. This clears the app itself and its cached data while keeping your documents and files in place, then reinstall the app fresh from the App Store, and your files will still be there once it's back

4. Reopen and sign back in with that same email

5. Go to your Profile icon > Subscriptions > Restore Purchase. This re-links an existing App Store/Google Play purchase to your Adobe account if that connection didn't complete properly

6. Check for a pending app update on App/Play Store before trying again

Let us know your platform, how you originally signed in, and whether clearing the cache and restoring the purchase change anything.

Regards
Amal