Hi,I have an Individual user paid subscription for acrobat pro windows since last few years. Since a couple of days, it has stopped working and the acrobat keeps showing as a free user license. I have tried all the below but the problem persistssign out and restart the windows machinecheck my subscription and it shows the plantry to subscribe again but the website says you can't subscribe to the acrobat pro since you already have ituninstalled everything adobe from machine, restart and reinstall acrobatWhen i login to website, i can still see my paid subscription and paid membership till jul 10 ! but when i open the app section, i still see the message to updgrade to paid membership !appreciate your help, as i really need to use the acrobat to submit an application !thanksAijaz

Participant

Question

already active and paid acrobat pro subscription not working

Forum|Forum|1 year ago
June 28, 2025
3 replies
576 views

Hi,

I have an Individual user paid subscription for acrobat pro windows since last few years. Since a couple of days, it has stopped working and the acrobat keeps showing as a free user license. I have tried all the below but the problem persists

sign out and restart the windows machine
check my subscription and it shows the plan
try to subscribe again but the website says you can't subscribe to the acrobat pro since you already have it
uninstalled everything adobe from machine, restart and reinstall acrobat

When i login to website, i can still see my paid subscription and paid membership till jul 10 ! but when i open the app section, i still see the message to updgrade to paid membership !

appreciate your help, as i really need to use the acrobat to submit an application !

thanks

Aijaz

P

pedro_anejo

Participant

I ran the cloud cleaner tool . I still can not use acrobat pro without having to sign up for another subscription. meanwhile I have been paying for it. Can I get a refund for the months that it has not worked?

Meenakshi0101

Community Manager

Hi pedro_anejo,

Thank you for reaching out, and sorry for the trouble caused.

If the issue occurs only with the Acrobat, please try reinstalling the application with the steps outlined below and use the link provided to install the application:

Remove the application and run the cleaner tool (https://adobe.ly/4oSkPgO).
Reboot the machine
Install Adobe Acrobat directly from the following page: Install Acrobat

If the issue persists, let us know whether it occurs only with Acrobat or with other Creative Cloud desktop applications.

Let us know how it goes.

Thanks,

Meenakshi

creative explorer

Community Expert

@aijazz I would run the Adobe Creative Cloud Cleaner Tool (Thoroughly). Even though you uninstalled and reinstalled, sometimes standard uninstalls leave behind corrupted preference files or hidden licensing caches. The Adobe Creative Cloud Cleaner Tool is designed to aggressively remove all remnants of Adobe installations. https://helpx.adobe.com/ca/creative-cloud/kb/cc-cleaner-tool-installation-problems.html Follow the instructions precisely. It will often ask you which apps to remove; ensure you select all relevant Adobe Acrobat entries. Restart your computer after running the tool. And then go to your adobe.com and download and reinstall Adobe Acrobat Pro fresh from your Adobe account's "Apps" section on the website. This ensures you're getting the latest, clean installer.

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