Participant

Answered

Unable to access subscription.

Forum|Forum|8 years ago
December 4, 2017
3 replies
3146 views

Please help me get started on the main page. I'm unable to see my select options to choose from the main page. It keeps giving me options to buy. I'm, trying to convert pdf's to word. I already have a paid subscription.

Correct answer AnandSri

Hello @Lively_goal5867

I hope you are doing well, and I am sorry for the delayed response and the trouble.

I am following up to check if you are still facing any issues while converting the PDF to a Word document. We verified your Adobe ID (email), which you have used to log in to the community, but we don't see any active license/subscription to Acrobat. If you are using Acrobat on a desktop machine, please ensure you are logged in with the correct email address that you used to purchase the license/subscription.

To check the plan details under your account, see this article: https://adobe.ly/4mCdJeD

To learn more about converting PDFs to other file formats, please see this article: https://adobe.ly/4fToPJv

Please feel free to reach out if you need any assistance.

Thanks,

Anand Sri | Acrobat Community Team
Meet Acrobat Studio

L

LynH&J

Participant

It appears this problem has been going on for some time. I signed up last night but this morning am signed in (as suggested below) but keep getting directed to a payment page again. I only want to convert some pdf's to word. At this rate it will be quicker to type them.

L

Lively_goal5867

Participant

I can see this is an old thread but I am having the same problem. I have an AUD $28.99 subscription but when I try to convert a PDF document to Word it simply requests me to pay more money. My understanding was that when I initiated the subscription in January 2023 that I was buying the ability to do this.

AnandSri

Correct answer

Community Manager

Hello @Lively_goal5867

I hope you are doing well, and I am sorry for the delayed response and the trouble.

I am following up to check if you are still facing any issues while converting the PDF to a Word document. We verified your Adobe ID (email), which you have used to log in to the community, but we don't see any active license/subscription to Acrobat. If you are using Acrobat on a desktop machine, please ensure you are logged in with the correct email address that you used to purchase the license/subscription.

To check the plan details under your account, see this article: https://adobe.ly/4mCdJeD

To learn more about converting PDFs to other file formats, please see this article: https://adobe.ly/4fToPJv

Please feel free to reach out if you need any assistance.

Thanks,

Anand Sri | Acrobat Community Team
Meet Acrobat Studio

josephw39605957

Participant

OMG! I have a knot in my gut. I cannot access what I am paying for either and what I have had to go through to even get a phone number is unbearable. This company totally sucks. After a trip to the far east via phone I am now on hold because the person in India did not have authorization to even give me a domain to access the program. The link in an earlier solution is not active either. Online support only tries to sell you more crap. Hard to imagine how this company stays in business

A

afzala64174789

Participant

I have the same problem. I have paid for a subscription and I can't access it. Whenever I try to convert PDF to Word, It tries to get me to buy a subscription again. I've tried to get in touch with customer services via the online chat and I have been receiving the following message"Thanks for your patience. Representatives are currently helping other customers and we will be with you shortly" for about 20 minutes. Makes you wonder how long"shortly" is.

This is an appalling company. Clearly the problem is well-known and they appear not to have done anything about it, judging by the threads in this blog. I wonder if there is an alternative Service and I can get my money back?

barbaraa81308584

Participant

I agree with you and josephw. There has to be some solution. They are automatically debiting my bank account for something that I can't access or use. Has ANYBODY had any success with getting a solution or remedy for this?

AkanchhaS8194121

Legend

Hi Kavitab,

Sorry to hear the inconvenience caused to you.

As per the account information it seems like you are a subscriber of Adobe PDF Pack.

Adobe PDF Pack is an online service that you can use online via https://cloud.acrobat.com/convertpdf or through the desktop application Adobe Acrobat Reader DC- Adobe Acrobat Reader DC Install for all versions

You just need to “Sign In” using the email under which you have subscription registered.

I assume that you have been trying to access your PDF Pack subscription through wrong application Adobe Acrobat DC not Reader DC?

Please ensure that you are working with Adobe Reader DC not Acrobat DC to access PDF Pack and "Signed In" using correct email.

For any troubleshooting, refer to- https://forums.adobe.com/docs/DOC-8841

Let us know if it still doesn't work.

Regards,

Akanchha

A

annam38709221

Participant

The link (https://cloud.acrobat.com/convertpdf) provided in the answer to this question is not active. I have purchased an online subscription to convert files. I am very frustrated that I cannot navigate to my subscribed services. How do I get to the subscribed products after login? I do not want to download software.

AkanchhaS8194121

Legend

Hi Anna,

There might be some temporary problem with the site. You may try https://cloud.acrobat.com/ and "Sign In" using your Adobe ID.

If you do not wish to download the application on your desktop, then its not compulsory. You can access it online.

Regards,

Akanchha

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