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tupenekene
Participant
July 2, 2025
Question

Reverted to Free User After Successful Payment for Acrobat Reader Premium

  • July 2, 2025
  • 2 replies
  • 129 views

Dear Adobe Support Team,

 

I hope this message finds you well.

 

I am writing to report an issue with my Acrobat Reader Premium subscription. On May 21, 2025, at 17:27:28, I made a payment of ₦11,500 (Nigerian Naira) for the premium plan. This payment was deducted from my account following the end of the trial period, as I had subscribed for your free trial offer.

 

However, I was surprised to discover today that my account has been reverted to a free user, despite the successful deduction of the subscription fee.

 

I would appreciate it if you could kindly review this issue and restore my premium access or provide clarity on why this downgrade occurred. I am attaching any relevant payment confirmation details or screenshots to help with your investigation.

 

Account Email: 

Date of Payment: May 21, 2025

Amount Paid: ₦11,500

Time of Payment: 17:27:28

Payment Method: Debit Card

 

Please let me know if you need any further information or documentation to resolve this matter.

 

Thank you for your assistance.

 

Best regards,

Nwachukwu Peace Tobe 

[Edited by moderator: Please refrain from sharing your personal details here, as this is a public forum accessible to all.]

2 replies

kglad
Community Expert
kgladCommunity Expert
Community Expert
July 2, 2025

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



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Community Manager
Anshul_NautiyalCommunity Manager
Community Manager
July 2, 2025

Hi @tupenekene,

 

Thank you for reaching out.

Upon checking, I can confirm that you previously had an Acrobat Premium plan, which has now been canceled. Since your subscription was purchased through a third-party provider (such as Apple, Google, or Microsoft), your billing and subscription terms are governed by their policies. Check out the following doc for this: 

https://adobe.ly/3ZZCQih. 

As you mentioned that you've been charged even after canceling the plan, we recommend reaching out to the respective provider for a refund request. You can follow the steps outlined in the link below to submit a refund request via Google Play:

Google Play Refund Request

We hope this helps. Please let us know if you need any further assistance.

Regards,
^AN

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