Subscription not available after purchase

Question

I bought and  paid for a subscription for Acrobat. none of the features have been activated when I try to use it. it says I need a paid subscription. so I select that I want to buy a subscription.  the response is... you can't buy a subscription because you already have a paid subscription.

AnandSri · Answer

Hello @doug_7711!

I hope you are doing well, and thanks for reaching out.

We verified your Adobe ID (email) used to sign in to the community, and we do not see an active subscription associated with this ID. However, there is an Acrobat Premium subscription that is canceled and inactive. Did you purchase the license with a different Adobe ID? Did you purchase a desktop license or from a mobile device, like Android or iOS? Are you trying to use it on a mobile device or a desktop?

If you purchased the license with a different Adobe ID (email), use that email to sign in to the Adobe product on mobile or desktop. Sign out once and sign back in. For mobile devices, see these articles for more information: Android, iOS.

We're here to help, just need more info.

Thanks,

Anand Sri.

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