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A
Anonymous
March 9, 2020
Answered

I've been paying for CC for years, but now I'm also expected to pay for an update to Acrobat?

  • March 9, 2020
  • 5 replies
  • 751 views

I don't get it. I regularly get Acrobat bouncing in the dock, telling me I need to update it, and when I follow the breadcrumbs (The update never appears on its own), I wind up at the New User page, with all my info on display, recognizing my membership in Creative Cloud, and demanding $14.99 per month to get not an update, but a new version of Acrobat. Is this some new paywall scheme of Adobe's? If so, my version of Acrobat works fine as is, thank you very much. What is going on?

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Correct answer

The source of the trouble was that I had inadvertently acquired two accounts, thanks to somehow inputting two active email addresses. I thought I had got the "wrong" one thrown out, but that wasn't the case. I chatted with Adobe custie care for a couple of hours, and finally one of the techs told me to go to my online profile,  find the "privacy" or "private" option, and I could delete the unwanted account, identified by its Wrong email address, and my active account would then move by default to the remaining email address. It worked. At least, so far, I have no indication that it hasn't worked. I also got rid of the Secondary email address in my profile. Nothing but trouble.

5 replies

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
March 9, 2020

It's very unclear from you post exactly what plan(s) you have. 

Sign-in to your account page below to confirm subscription status and make sure payment details are up to date.

https://account.adobe.com/plans

 

The latest Acrobat Pro DC (2020) is included in the all apps plan.

  1. Go to Help > Sign-out.
  2. Close Acrobat.
  3. Reboot computer.
  4. Open Acrobat Pro DC.
  5. Help > Sign-in with your paid ID and password.

Post back if you need more help.

 

Nancy O'Shea— Product User & Community Expert
Just Shoot Me
Just Shoot Me
Legend
March 9, 2020

Did you BUY a Stand Alone version of Acrobat and then purchase a subscription to the ALL APPS plan.

 

You really need to state which exact plan you have. You can do that on the main Adobe website and sign in to your account, Manage your Account link and check howmany apps are included in your plan. If you have the All Apps plan it should be 31 available.

 

A
Anonymous
Correct answer
March 9, 2020

The source of the trouble was that I had inadvertently acquired two accounts, thanks to somehow inputting two active email addresses. I thought I had got the "wrong" one thrown out, but that wasn't the case. I chatted with Adobe custie care for a couple of hours, and finally one of the techs told me to go to my online profile,  find the "privacy" or "private" option, and I could delete the unwanted account, identified by its Wrong email address, and my active account would then move by default to the remaining email address. It worked. At least, so far, I have no indication that it hasn't worked. I also got rid of the Secondary email address in my profile. Nothing but trouble.

    Just Shoot Me
    Just Shoot Me
    Legend
    March 9, 2020

    Gld you got it straight.

    LinSims
    Community Expert
    LinSimsCommunity Expert
    Community Expert
    March 9, 2020

    Just to double-check, are you subscribed to the All Apps plan? 

     

    Check accounts.adobe.com and click on Plans to verify what you're subscribed to.

      A
      Anonymous
      March 9, 2020

      Thanks for the help.

      LinSims
      Community Expert
      LinSimsCommunity Expert
      Community Expert
      March 9, 2020

      This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

      Click the following to contact Adobe customer support staff for help: 

      https://helpx.adobe.com/contact/support.html

      You must be signed in with your Adobe ID and allow cookies in your web browser for this to work.

      This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

      Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.

       

      In addition, I am moving this thread to Get Started, as Community Help is for help using the forums. 

        A
        Anonymous
        March 9, 2020

        More information: Previously I was going through web pages to try to update Acrobat. So I just tried going through Creative Cloud instead, and wound up at a different version of the same conclusion: according to my "Welcome to Creative Cloud" page, all of my downloaded and functioning apps are ready to update except for Acrobat, which is labeled "Start trial". Huh? I've been paying for it, and using it, since before the Creative Cloud started. I repeat: Wassup?

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