Adobe not recognizing payment

Forum|Forum|2 months ago
February 4, 2026
3 replies
94 views

Trying to load Acrobat onto my new computer, but Adobe does not acknowledge the annual subscription payment I made on American Express on 2025/04/10-- all I am offered is to purchase or upgrade to a new subscription.

Jeffrey_A_Wright

Legend

@parishdm I am sorry, but I don’t see any active subscriptions or recent transactions under the account you used to create this public discussion thread.

Please see https://helpx.adobe.com/manage-account/kb/unknown-charge-on-bill.html for information on how to locate the correct account. Once you are logged in with the correct account, @parishdm , you can then access or manage the services you have purchased.

parishdmAuthor

Participant

Yes, I have been to that page, and it claims to display invoices for three years, but does not display the charge that Adobe made to my AmEx card on 2025/04/10, which should still be active. Instead, it shows both an invoice (2025/08/25) and a credit memo (2025/09/16) in the amount of $256.07. Why Adobe would invoice me in August when I had just paid in April I do not know, but I do know that I am not able to reinstall Acrobat on my new computer when I should have two months remaining on my subscription.

kglad

Community Expert

@parishdm

make sure you’re checking the correct account, https://helpx.adobe.com/manage-account/kb/unknown-charge-on-bill.html?linkId=100000379229962

kglad

Community Expert

start here, https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

ONLY IF YOUR ACCOUNT SHOWS A SUBSCRIPTION WITH NO PAYMENT PROBLEMS, proceed to these steps -

https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

and if that fails, https://helpx.adobe.com/download-install/kb/adobe-license-issues-keychain-credential-mgr.html

additionally, below are solutions some users reported:

if those all fail, change your cc language. eg, try international english

if that fails, change the install location

M

Manan Joshi

Community Expert

Recheck that you are logged in using the same Adobe ID using which you have purchased the subscription

-Manan

parishdmAuthor

Participant

Manan, Adobe doesn’t recognize the payment, so I can’t verify that it is under the same account. Should be, but all I have is my credit card bill to prove Acrobat got my money, since the “three year invoices” doesn’t show that either.

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