Subscription will not activate after pay

Question

Hi there!

I paid for a mobile subscription which promised a 7 day free trial, but I can't even use it. It won't actvate and I can't find it in the activation menu either.

When I tap the "buy" button it tells me I already purchased the product. I can't find the product anywhere though, except in my bank account where it says I paid. So I can't unsub either.

I tried uninstalling, reinstalling, updating, etc. already.

What is going on and can someone from Samsung or Adobe please just fix this because I have been going after this for a full day already, trying everything the faq page suggests. Samsung helpdesk literally just told me to find help with Adobe so please, don't refer me back to Samsung.

Thanks in advance!

S_S · Answer

Hi @Julia33659013ti1m @Rafael336649264z8v ,

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.

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 Android Help (adobe.com)

Also, I suggest uninstalling the app once -> reinstall from the Samsung Store while also checking in the Payments & Subscription to see if the subscription shows up there on their store.

If yes, please also share the Order ID for the purchase and we will check internally with the team as well.

Look forward to hearing from you.

-Souvik

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