My premiums subscription not registering

For reasons that I do not understand, your system defaulted to a different email. You have me registered as either m.c.gaposchkin@dartmouth.edu and cecilia.gaposchkin@dartmouth.edu.  When I initially set up and paid for my account, it was with the first. 

My issue is two fold. First, I use the app on the IPad regularly for months on end, and then suddenly I get logged out, and I can only get back to a "free user" status.  More recently - and this is a problem - there seem to be two separate cloud accounts, one for each email.  When I was logged out the first time, I just started using the other one - I didn't really need the files in the first account. But now the system has logged me into the original account, and the files there are the old ones. I was in the middle of  working on a biggish file and I cannot now get to. Obviously,I am not pleased, and am quite frustrated.  It seems that my "paid" account is now registered as cecilia.gaposchkin@dartmouth.edu.  I have added my m.c.gaposchkin@dartmouth.edu as a secondary email, but that hasn't solved anything.  I woudl like you pleased to consolidate the two Adobe-cloud files.  Or at least get me the file I was working on the other day. Also -- another frustration -- I wrote another version of this email /message two or three days ago,when this initially happened, and it didn't register.

I will add that my email was initially m.c.gaposchkin@dartmouth.edu and in one of the college's many email migrations, it shifted my official email to cecilia.gaposchkin@dartmouth.edu, but I still use the first one.  These program are now so intermingled, I don't know how Adobe latched onto the latter. But this has to be fixed.  Please advise and fix.

@Kia24156277mni2 

Hi,

I am sorry to hear that you are unable to your subscription and its features.

Can you just check and let me know if you are able to use the tools for pdf editing on the Document Cloud portal or not with the same e-mail address through which you have the subscription on.

The link for Document Cloud: https://www.adobe.com/documentcloud.html

If if works there, please try the below steps once and check if it helps:
1. Sign out of the application

2. Restart the device

3. Sign in back to the application 

Then check if it works for you.

Thanks,

Souvik.

Hi, to the question whether it was resolved, the answer is yes and no. I was able to log in when I did "institutional login" but everythign that was in my Adobe Cloud had disappeared. So I don't know if that constitutes success of not.