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DLM-NYC66
Participant
June 4, 2025
Question

issues redacting pdfs on Adobe Acrobat.

  • June 4, 2025
  • 2 replies
  • 386 views

For the first time, suddenly, I am no longer able to redact documents on Adobe Acrobat. It keeps offering me an upgrade but I already have and pay for Adobe Acrobat. When I do click on "upgrade", it does not react. Not sure what the issue is.

    2 replies

    T
    Community Manager
    Tariq AhmadCommunity Manager
    Community Manager
    June 5, 2025

    Hi @DLM-NYC66, 

     

    Sorry for the troubled experience, and thank you for reaching out. 
    Could you please share the Acrobat version installed on your machine, a video or screenshot of the upgrade offer, and how it affects your workflow? 

     

    Once we have that information, we will check internally with the product team. 

     


    ~Tariq

    D
    DLM-NYC66Author
    Participant
    June 6, 2025

    Please see the attached pages. 

    Page 1 (top) - this is the upgrade offer that appears when I click on "organize pages", which I have been using regularly for years. Now, I can't use it.

    Page 1 (bottom) - this is the message I receive when I try to sign in through the "help" box at the top of the screen.

    Pages 2 - 4 - reflect the correct account I have with Adobe, indicating a paid plan with proof of purchase.

    Pages 5 - 7 - reflect the wrong plan - it says I am on a "free" plan, which is obviously not the case. 

    Adobe prefers not to speak to anyone - there is no way to call and speak with a representative; they instead offer the services of a virtual assistant, which is useless. Noone wants to do any work anymore. 

    In any event, my best guess is that the problem could have something to do with the fact that I signed up the account under the e-mail of "dlmillman@optimum.net" and my main e-mail is now "dlm2466@gmail.com".  That, of course, should not matter since I also list the gmail account as a secondary account with Adobe.

    Not sure why Adobe would choose to treat paying customers like this. Please advise. Thanks.

    Peru Bob
    Community Expert
    Peru BobCommunity Expert
    Community Expert
    June 4, 2025

    I've moved this from the Using the Community forum (which is the forum for issues using the forums) to the Acrobat forum so that proper help can be offered.

    Scroll down here to see a list of the forums:
    https://community.adobe.com/

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