Subscription won’t link to App

[Marie Bainbridge]

I’ve purchased the annual subscription but it won’t link to my iPad app even if I select ‘subscribe’ as it then says I'm already subscribed but then the app fails (photos attached)

The same happens on my iPhone too and logging out and back in again doesn't work either ?

Any ideas please ?

Thank you 😊 

[kglad]

check your account to verify your subscription is what you expect and to verify your adobe id, https://accounts.adobe.com

then, if it looks as expected, sign out of your mobile cc app* and then sign back in using the same id used to confirm your subscription.

* the one with this icon

if you didn't install the mobile app on your iphone, do so.

[Marie Bainbridge]

I've got two but can't see any pdf edit tools on cloud app?  Any clues please ?  My online account doesn't show subscription info either but funds definitely left my account and app error message confirms it's attached to the right email ...

[kglad · Accepted solution]

you need to contact adobe support to find the correct account id, and then check your account with that id and procede as above.

first things first, using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

click contact us (= cryptic icon in the lower right)

in the chat field, type AGENT
be patient, it can take quite a while to reach a human

[Marie Bainbridge]

Thank you muchly 😊

[kglad]

you're welcome. keep us updated.

[Marie Bainbridge]

All sorted; it was Apple's purchase issue, not Adobe... Adobe knew nothing of the in-app purchase that I paid for through App store on Ipad; so now I've purchased direct through Adobe and am acquiring a refund from apple.

Thanks everyone 🙂

[kglad]

good to hear. (and you're welcome.)

[Nancy OShea]

It looks like the Error is coming From One Drive, not Adobe.

[Marie Bainbridge]

I've tried restoring purchases too that's not connected to OneDrive but got this ?  Any more ideas please ?

[Nancy OShea]

Check your Adobe account online to confirm your subscription is active and payment details are current.

https://account.adobe.com/plans