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SHAUN TL333617228b8q
Participant
November 3, 2023
Question

Premium paid for, but not working

  • November 3, 2023
  • 1 reply
  • 1059 views

Hi Adobe,

I've paid for Adobe Acrobat Reader: Edit PDF, but the premium features are not working for me. I'm accessing only the free features.  Please see attached receipt for my payment.

Appreciate it if you could help resolve soonest and I can use the premium features.

 

Many thanks,

Shaun

 

    This topic has been closed for replies.

    1 reply

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    December 12, 2023

    Hi @SHAUN TL333617228b8q,

     

    I hope you are doing well. I am sorry for the trouble.

     

    I checked your email address registered here on the community and cannot find an active subscription for Acrobat Premium.

    The issue here could be that the subscription you purchased have been added to your masked ID created by Apple instead of the original email address.

     

    Please let me know the error you get when trying to use Acrobat. A screenshot of the error would be great.

     

    If the application is unable to identify the subscription, you may try a few steps from below:

    1. Logout from Acrobat Reader Mobile;

    2. Restart the device;

    3. Log in back to the device.

     

    If these do not work, you may try restoring the subscription. Please refer to the link to learn how to restore the subscription: Manage subscriptions — Acrobat for iOS Help (adobe.com)

     

    Also, you might want to check if you are logged in using Apple ID and not Google.

     

    Let me know if these help.

     

    Thanks,

    Souvik.

    S
    SHAUN TL333617228b8qAuthor
    Participant
    May 3, 2024

    Hi Souvik,

    Thanks for your reply, sorry I'm late in replying as I hadn't checked back in for a while. 

    I've tried all your suggestions, however I'm still unable to use the full version that I've paid for.  I've also tried restoring my purchase but I'm getting this strange message that I paid for it in another ID, please see the attached screenshot.  

    I'd be grateful if you could help resolve this, as my subscription is still running and renews start of July.

     

    Many thanks,

    Shaun 

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    May 28, 2024

    @SHAUN TL333617228b8q,

     

    It looks like an issue with your Apple ID where Apple allows you to mask your original email for a virtual mask.

    In such scenarios, the best suggestion I could offer you would be to reach out to Apple Support to check the mapping of your subscription and move them to one Email.

     

    -Souvik

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