Skip to main content
Julia_3
Julia_3
Participant
May 11, 2026
Answered

Payed premium Scan App, it’s not working

  • May 11, 2026
  • 1 reply
  • 31 views

I have an active Scan Premium subscription but the functions which come with premium (fast Scan) are Not working/ still locked. 

I already tried the following several times: 
 

1. Sign Out and Restart:

- Log out of the Adobe Scan app.
- Reboot your device.
- Sign back in using the same Adobe ID that you are using on this community.

 

2. Restore Purchases:

- Open the Adobe Scan app.
- Tap on the Profile Icon (usually found at the top right corner).
- Go to Subscriptions > Restore Purchases and follow the prompts.
- Restart your device and check if the issue is resolved

 

==> Not working! What i am

supposed to do to make it work? 

    Correct answer Amal Jaiswal

    Hi there, 
     

    We are sorry for the trouble. I have checked your Adobe account and found that you have purchased Scan premium and Scan plus on the same day and one of them is now cancelled. For information about refund, please check the help article https://community.adobe.com/announcements-516/how-to-cancel-acrobat-mobile-or-scan-premium-subscriptions-13195  and see if that helps. 
     

    ~Amal

    See what's new in Adobe Scan, straight from the Announcements page.

     

    1 reply

    Amal Jaiswal
    Community Manager
    Amal JaiswalCommunity Manager
    Community Manager
    May 11, 2026

    Hi ​@Julia_3 

     

    Hope you are doing well and thanks for reaching out. 

     

    I have checked your Adobe account linked with the Adobe ID you are using on this community and found that you have recently purchased the Scan premium plan, as you have already tried to logout and relogin and restoring the purcahase, pelease give it some time (1-2 hrs) and try again. 

    If it still doesn’t work, please share a small video recording of the steps you are taking and the issue as it occurs for more clarity and further checking.

     

    ~Amal

    See what's new in Adobe Scan, straight from the Announcements page.

    Julia_3
    Julia_3Author
    Participant
    May 12, 2026

    Hi ​@Amal Jaiswal, 

    thank you for your reply! 
    It works again, but because i restored the purchases Adobe somehow charged me a second time 10 Euro for the same serive (Adobe Scan). Can you please refund the second purchase ? Don’t know how this happend, cause it uses the same email/apple-id!? 

    Amal Jaiswal
    Community Manager
    Amal JaiswalCommunity ManagerCorrect answer
    Community Manager
    May 13, 2026

    Hi there, 
     

    We are sorry for the trouble. I have checked your Adobe account and found that you have purchased Scan premium and Scan plus on the same day and one of them is now cancelled. For information about refund, please check the help article https://community.adobe.com/announcements-516/how-to-cancel-acrobat-mobile-or-scan-premium-subscriptions-13195  and see if that helps. 
     

    ~Amal

    See what's new in Adobe Scan, straight from the Announcements page.

     

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices