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Agnes Halim
Participant
July 27, 2023
Question

The apps keep saying im a free user eventhough already subscribed for 1 year

  • July 27, 2023
  • 2 replies
  • 1136 views

Please help, i've already subscribed until may 2024 and initially there was no problem with the subscription, but lately this past few weeks i couldn't use the premium features and it keep saying that i'm a free user.

 

already tried to restore purchase but it said that subscription was found but associated with another account, but i only have this account from apple ID.

already tried to log in using email too, but it still doesn't work.

 

would somebody please help?

thank you in advance

 

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2 replies

gary_sc
Community Expert
gary_scCommunity Expert
Community Expert
July 27, 2023

Yes, check what @mariahweyne said and also please see if you have more than one copy of Acrobat on your computer and that you haven't opened the wrong one.

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    July 30, 2023

    Hi @Agnes Halim,

     

    Hope you are doing well. Sorry for your experience with Acrobat Reader Mobile.

     

    Adding to the suggestions above, Apple allows you to mask your primary email address to safeguard your privacy.

    I suspect the purchase was made on your masked ID, and you are getting logged in using the primary email address.

     

    I suggest getting in touch with Apple Support, as they would be able to map the subscription to the correct email address. 

    Note: This would only work if you see the subscription here: Settings-> Your Name-> Subscriptions.

     

    Hope this helps.

     

    -Souvik

    mariahweyne
    mariahweyne
    Inspiring
    July 27, 2023

    Make sure the user is logged into their Adobe account and then Go to 'Help' tab in your Acrobat Reader and choose 'Install premium features' from the drop-down menu.

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