Paying for premium - can't use premium features half the time

Question

I pay for Arobat Premium for work. Most days, I can't access the functions to combine files and other "premium" features even though I am definitely paying for them. Can't even cancel my premium membership without getting charged a lump sum, so I am paying for nothing. Truly the worst "service" if it can even be called that.

Dave Creamer of IDEAS · Accepted Answer

A couple of notes if the above does not work...

One might need to uninstall the current Acrobat program then download a clean installer.

https://helpx.adobe.com/download-install/kb/download-install-acrobat-subscription.html

In my case, I switched on system from a free CC account to a (different) paid CC account but the Acrobat Reader would not update to Pro. I uninstalled and reinstalled to no avail. The Adobe CC cleaner did not have an "Acrobat-only" option, so I used the Adobe Acrobat Cleaner* to remove Acrobat. Then the install worked perfectly.

*https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

AnandSri · Answer

Hello @Corporate_Yuppie

I hope you are doing well. We are sorry for the trouble you experienced.

We have checked and verified your Adobe ID (email) that you used to log in to the community. We see that you have an active subscription to Acrobat Pro. Are you trying to access the services/tools on a desktop machine or a mobile device? Is it a Mac/Windows or an Android/iOS device? Are you getting any error messages while combining files?

For desktop, please ensure that you have the Acrobat Pro app installed and are logged in with your Adobe ID (email). Please note that if you are trying to use any paid service, such as editing a PDF or reordering PDF pages, ensure you are not using the free Acrobat Reader app.

To check, launch the app, go to Menu > Help > About Adobe Acrobat.

Please sign out of the app once, restart the machine, launch the app, and sign back in. Then try combining files. To learn more, see this article: https://adobe.ly/3WZ5VID

We're here to help; we just need more information.

Thanks,

Anand Sri.

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