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Kenny707
Kenny707
Participant
June 24, 2026
Answered

Cannot locate invoices of paid accounts

  • June 24, 2026
  • 2 replies
  • 46 views

Hi,

We have created the following accounts for Adobe Acrobat Pro. The money has been deducted from our account, but when we login to the individual account, we cannot see any invoices. Would you be able to confirm if the payment was received? Because users are seeing expiry message when they log in.

 

The accounts are:

<Email address removed by mod>

Appreciate your kind assistance on this.

Thank you.

Kenny

      Correct answer BaniVerma

      Hi ​@Kenny707,

       

      Thank you for reaching out, and we're sorry for the concern this is causing, especially with users seeing an expiry message after the payment has already been deducted.

       

      Billing and payment confirmation queries require access to your account details, hence to get this resolved as quickly as possible, please open a case with our support team directly through your Admin Console > Support tab.

      Our support team will be able to verify the payment status against your order and restore access on the affected accounts.

       

      In the meantime, while the payment is being confirmed on the backend, you can also work through the steps in this help document for resolving trial and license expired errors. It covers verifying license assignment in the Admin Console, checking network endpoints, and other admin-side steps that often clear the trial prompt for affected users: https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

       

      Please let us know if you have any questions in the meantime.

       

      Thanks,

      ^BS

      2 replies

      BaniVerma
      Community Manager
      BaniVermaCommunity ManagerCorrect answer
      Community Manager
      June 24, 2026

      Hi ​@Kenny707,

       

      Thank you for reaching out, and we're sorry for the concern this is causing, especially with users seeing an expiry message after the payment has already been deducted.

       

      Billing and payment confirmation queries require access to your account details, hence to get this resolved as quickly as possible, please open a case with our support team directly through your Admin Console > Support tab.

      Our support team will be able to verify the payment status against your order and restore access on the affected accounts.

       

      In the meantime, while the payment is being confirmed on the backend, you can also work through the steps in this help document for resolving trial and license expired errors. It covers verifying license assignment in the Admin Console, checking network endpoints, and other admin-side steps that often clear the trial prompt for affected users: https://helpx.adobe.com/enterprise/kb/resolve-trial-and-license-expired-errors.html

       

      Please let us know if you have any questions in the meantime.

       

      Thanks,

      ^BS

      Kenny707
      Kenny707Author
      Participant
      June 24, 2026

      There is 1 more account: <email address removed by mod>

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