Having a problem trying to edit a PDF

[ron_6944]

Hello Adobe community. I'm having a real problem trying to edit my PDF. I have a subscription to Adobe. I open my document. I click "More Tools ".. One of the choices is "Edit PDF". I click on that and nothing happens. So I go to the bottom and even though I already have the Adobe app I click "Get App". Nothing happens. I go back trying to figure it out . It keeps trying to sell me a more expensive product.

Also, I'm already logged in and have a subscription but it keeps telling me to log in and trying to get me to subscribe. At the bottom of some screens it says It says "an unknown error occurred" on an otherwise black screen

I ask the assistant but it only wants general questions and gives general answers.

I've edited before and I have a recent iPhone 15 so that shouldn't be it. What is going on? Why if I already have a subscription is a simple, working edit button not on the screen?

[kglad]

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.

<"moved from using the community">

[ron_6944]

Thanks. I hope someone can help.

[kglad]

you're welcome.

[ron_6944]

This can't be right can it? I asked Adobe Support about the glitch and got back a response that told me that it's a bug but that I should delete my subscription and pay $399 to fix it? Huh? They say it's a life time subscription. I only need it to good a document I made. A one time edit. Maybe take 1/2 hour. I'm not responsible for their app suddenly not working. Why should I pay more (especially a LOT more to use something they caused?

 

[kglad]

they're saying they don't support older versions, not that your version is unfixable.

[ron_6944]

Older versions? That's the version I got when I downloaded Adobe. My phone btw is an iPhone 15 and my desktop computer has Windows 10. Current.

 Anyway, how do I fix it then? Everytime I push "Edit a PDF" button I'm taken to a page to buy Adobe. Like I say, I've already subscribed, and already paid.

Thanks for the help kglad.

[kglad]

you have a current subscription?  if yes, check your account, https://account.adobe.com

if that shows an active subscription, sign out and then back in to your cc desktop application using the same adobe id used to verify your subscription: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

[ron_6944]

I was instructed by The person from Adobe I went to to unsubscribe to it and buy the $399 version. I did unsubscribe earlier but it said It's still active until the 30th of this month I think. 

I checked and it's still active so I signed into creative cloud and see my document but when I try to edit it the pop up still comes up to buy Adobe. 

 

[ron_6944]

By the way, I first signed out as you instructed.

[kglad]

what subscription do you have?

[ron_6944]

I only needed it temporarily so I got the cheapest one they have, I think it's Adobe Standard. I don't remember exactly what it is though.

[ron_6944]

 

It's telling me to restart my Adobe. But I already have it.

[kglad]

copy a screenshot of your subscription shown on your account page and paste here.

[ron_6944]

Is this it?

[ron_6944]

It days I have no paid plans. Don't understand that though since I paid for one month and I'm only a bit less than 1/2 way through it.

 

[ron_6944]

Yes, it's Acrobat Pro.

[kglad]

you had an acrobat pro subscription (with the adobe id used in those screenshots) but do not have one now.

[ron_6944]

I've edited on my phone before and it worked but since it's not now I switched to a desk top computer. I logged in, found the document, clicked on it but it still keeps taking me to a subscribe page. I guess it wants more money. I ALREADY HAVE A SUBSCRIPTION! Why can't it recognize that and let me edit my document???

[JR Boulay]

[MOVED TO THE ACROBAT READER MOBILE DISCUSSIONS]

[Amal.]

Hi @ron_6944

I hope this message finds you well, and thank you for reaching out to us.

Upon reviewing the Adobe account linked to the Adobe ID you’ve provided, I was unable to find any record of a paid subscription or active application associated with that account. It’s possible that your subscription might be tied to a different email address.

To resolve this issue, please try the following steps:

1. Logout from your current Adobe account.
2. Login using any other email addresses you might have used to purchase your subscription.
3. After logging in, verify if the subscription appears in your account.
   
   

If you continue to experience issues, kindly provide any additional information, such as the purchase confirmation or alternate Adobe IDs, and I’ll be happy to investigate further.

~Amal

[ron_6944]

Thanks Amal. I think this is a defect of Adobe. Obviously I have a paid account or I wouldn't have have been able to edit with Adobe. No idea why I don't show up suddenly. I've used this email address for years. I have an old one, and I guess it's possible that it suddenly reverted to that one (if I used that for some reason). I will try that email address though and let you know.

Hi @ron_6944

I hope this message finds you well, and thank you for reaching out to us.

Upon reviewing the Adobe account linked to the Adobe ID you’ve provided, I was unable to find any record of a paid subscription or active application associated with that account. It’s possible that your subscription might be tied to a different email address.

To resolve this issue, please try the following steps:

1. Logout from your current Adobe account.
2. Login using any other email addresses you might have used to purchase your subscription.
3. After logging in, verify if the subscription appears in your account.
   
   

If you continue to experience issues, kindly provide any additional information, such as the purchase confirmation or alternate Adobe IDs, and I’ll be happy to investigate further.

~Amal

By @Amal.

[ron_6944]

Nope, it didn't work. I tried logging in by my old email address but it was unrecognized by Adobe.

[kglad]

@ron_6944 

contact adobe support if you think you are paying for a subscription, but do not have one. there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

[ron_6944]

Hmm. I wonder if the person who quoted the $399 was a scammer. He asked if I wanted to proceed. Emailed me again this morning. I assume he wants my credit card number...

I tried contacting support via that link you provided. Forgot to type agent in the box. Will try again. But I did see this which I don't understand because even though I unsubscribed I should still have access to that account for the rest of the month (unless unsubscribing is different then deleting).