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Khadidjiatou
Khadidjiatou
Participant
June 24, 2026
Answered

J’ai souscrit à un abonnement adobe mais je n’ai pas accès aux outils sur adobe

  • June 24, 2026
  • 2 replies
  • 26 views

Bonjour, j’ai souscrit à un abonnement adobe Acrobat premium le 01/04/2026 tout fonctionnait correctement. Je pouvais convertir un fichier en pdf, fusionner des fichiers et même les classer dans l’ordre que je souhaitais. Malheureusement, depuis le 24/06, il m’est impossible de convertir un fichier PDF ou d’utiliser les différentes fonctionnalités des outils. Pourtant mon abonnement est bien actif dans les paramètres mais lorsque je me connecte à mon compte, il est précisé que je suis une utilisatrice sans abonnement alors que ce n’est pas le cas. Je souhaiterais de l’aide et être recontacter par téléphone. J’ai déjà essayé de résoudre le problème via la FAQ mais rien. Merci
 

    Correct answer Tariq Ahmad Dar

    Hi ​@Khadidjiatou, 

     

    Thank you for reaching out, and we are sorry you are experiencing this, especially when you need to get work done.

     

    In addition what ​@Dave Creamer of IDEAS has suggested try the following:
    Try restore a purchase on the Acrobat mobile app, tap your Profile icon from the top-right corner, select Subscriptions or Manage Subscriptions, then tap Restore Purchases.


    Please try the following steps in order:

    • Clear the app cache (avoid if you are using iOS device)
      Go to your device Settings > General > iPhone Storage > Adobe Acrobat, tap Offload App, and then reinstall it from the App Store. This clears any cached data that may be causing the subscription sync issue.
    • Sign back in and restore purchases
      Once reinstalled, sign back in with your Adobe ID and go to Profile > Subscriptions > Restore Purchases to prompt the app to re-verify your subscription.
    • Confirm the correct Adobe ID
      If the issue continues, go to your device Settings > Your Name > Subscriptions and confirm the email address associated with your Adobe Acrobat Premium subscription. Then confirm you are signed into the Acrobat app with that same email address. If they do not match, sign out and sign back in using the email linked to the subscription.

    For further guidance please refer to Adobe's official help article for premium access issues on mobile: https://adobe.ly/3SsQycq 

    Please let us know how it goes and we will be happy to assist further.

    ~Tariq

     

    2 replies

    T
    Community Manager
    Tariq Ahmad DarCommunity ManagerCorrect answer
    Community Manager
    June 25, 2026

    Hi ​@Khadidjiatou, 

     

    Thank you for reaching out, and we are sorry you are experiencing this, especially when you need to get work done.

     

    In addition what ​@Dave Creamer of IDEAS has suggested try the following:
    Try restore a purchase on the Acrobat mobile app, tap your Profile icon from the top-right corner, select Subscriptions or Manage Subscriptions, then tap Restore Purchases.


    Please try the following steps in order:

    • Clear the app cache (avoid if you are using iOS device)
      Go to your device Settings > General > iPhone Storage > Adobe Acrobat, tap Offload App, and then reinstall it from the App Store. This clears any cached data that may be causing the subscription sync issue.
    • Sign back in and restore purchases
      Once reinstalled, sign back in with your Adobe ID and go to Profile > Subscriptions > Restore Purchases to prompt the app to re-verify your subscription.
    • Confirm the correct Adobe ID
      If the issue continues, go to your device Settings > Your Name > Subscriptions and confirm the email address associated with your Adobe Acrobat Premium subscription. Then confirm you are signed into the Acrobat app with that same email address. If they do not match, sign out and sign back in using the email linked to the subscription.

    For further guidance please refer to Adobe's official help article for premium access issues on mobile: https://adobe.ly/3SsQycq 

    Please let us know how it goes and we will be happy to assist further.

    ~Tariq

     

    Khadidjiatou
    KhadidjiatouAuthor
    Participant
    June 25, 2026

    Bonjour ​@Tariq Ahmad Dar 
    Merci pour votre réponse. 
    J’ai suivi le processus que vous avez fourni et cela a fonctionné quelques heures puis le problème a de nouveau resurgi.

    Je ne sais plus quoi faire. Je paie un abonnement et je ne peux pas en bénéficier pleinement.


    Y a-t-il une personne  travaillant chez Adobe France qui peut me contacter par téléphone ?

    T
    Community Manager
    Tariq Ahmad DarCommunity Manager
    Community Manager
    June 26, 2026

    Hi ​@Khadidjiatou, 

     

    The intermittent issue with subscription doesnt make sense. 
    Could you provide the following details, so we can better understand the issue: 

    • Acrobat Reader app version.
    • Android or iOS version
    • Device make and model, it is personal or business device
    • Are you connected to internet using Wi-Fi or Cellular internet
    • Do you have restricted Wi-Fi (Office managed)

    Also, if possible please share a short video fo the issue. 

    You may chec the support options here Adobe.com/support

     

    ~Tariq

    Dave Creamer of IDEAS
    Community Expert
    Dave Creamer of IDEASCommunity Expert
    Community Expert
    June 25, 2026

    Did you log out of the Acrobat software and back in again? 

    David Creamer: Community Expert (ACI and ACE 1995-2023)
    Khadidjiatou
    KhadidjiatouAuthor
    Participant
    June 25, 2026

    Hello,

    Thank you for your reply.

    I disconnected ans then reconnected several times but I have still the same problem.

     

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