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321Teacher
Participant
November 1, 2013
Question

Question: Signing in

  • November 1, 2013
  • 2 replies
  • 713 views

When I want to convert to Word, I can't sign in to PDF documents that I have downloaded that have icons on the top and the sign in feature on the side. I can only sign in when I use the link provided in an email with my renewed membership. Is this because the former version of signing in is no longer in use? When I try to sign in on the side of a PDF using my current password, I get a message that my 'trial membership' has expired and I need to join. I never had a trial membership....I paid full fee and my current password is not accepted. Yet when I sign in using the link provided in the email I received when I rejoined, there is not problem. Please advise. Thanks

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    2 replies

    H
    Adobe Employee
    H_Spector
    Adobe Employee
    November 6, 2013

    Hi Andrea,

    Thank you for your quick reply.

    I will process your request now and you will be able to login with the other Adobe ID.

    Please let me know if you still have the log in problem.

    Hisami

    3
    321TeacherAuthor
    Participant
    November 6, 2013

    Hisami,

    Thank you very much for taking care of the second subscription. Will I get an email that will confirm that my credit card is being credited? Or will I need to call my credit card company to find out if it went through? Please advise.

    I am not sure of what you mean when you say 'you will be able to log in with the other Adobe ID'.

    I am assuming you are talking about the older version when the icons are in a menu bar above the document and there is a panel on the right side for signing in.

    Note: I did change my password when I renewed my subscription. The older version does not accept that new password nor does it accept my former password.

    Question: Do I need to download an updated version of Adobe so that I will be using the same version that I use when I use the link that was in the email I received when I recently renewed my subscription.? Please advise.

    Thanks for your help regarding the second subscription.

    Andrea

    H
    Adobe Employee
    H_Spector
    Adobe Employee
    November 6, 2013

    Hi,

    I am sorry for the trouble.

    It seems that you have a duplicate subscription. One is the renewed subscription and the other is the one you subscribed in a few days later of renewed one.

    Please let me know which one to cancel.

    Thank you.

    Hisami

    3
    321TeacherAuthor
    Participant
    November 6, 2013

    Thank you for responding. Yes...I noticed on my credit card bill that there was a duplicate subscription. I tried calling the 800 number on my credit card bill but I was not able to get through. Thank you for offering the cancel the extra subscription. You can cancel the one submitted on 10/14. Thank you very much.

    I am also wondering why I can't sign in when I get a PDF with the icons at the top and the sign in section on the side. Does this mean I need to update my Adobe software? Please advise.

    Thanks again for offering to cancel the second subscription. Clearly that is mistake....maybe it happened in my frustration when I could not sign in.

    Andrea

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