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Subscription won’t link to App

New Here ,
Oct 13, 2021 Oct 13, 2021

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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 😊 

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correct answers 1 Correct answer

Community Expert , Oct 16, 2021 Oct 16, 2021

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)

kglad_0-1634402046312.png

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

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Community Expert ,
Oct 14, 2021 Oct 14, 2021

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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

kglad_0-1634225223186.jpeg

 

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

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New Here ,
Oct 16, 2021 Oct 16, 2021

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E03F6D8E-2B0F-4B9D-BCF0-1F85E9EDCBC4.jpegI've got two but can't see any pdf edit tools on cloud app?  Any clues please ?  137D09A0-3731-4D5D-A82C-50A8368E885B.jpegMy 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 ...

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Community Expert ,
Oct 16, 2021 Oct 16, 2021

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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)

kglad_0-1634402046312.png

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

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New Here ,
Oct 16, 2021 Oct 16, 2021

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Thank you muchly 😊

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Community Expert ,
Oct 16, 2021 Oct 16, 2021

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you're welcome. keep us updated.

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New Here ,
Oct 16, 2021 Oct 16, 2021

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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 🙂

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Community Expert ,
Oct 16, 2021 Oct 16, 2021

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

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Community Expert ,
Oct 14, 2021 Oct 14, 2021

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

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Oct 16, 2021 Oct 16, 2021

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

 

9D9A2D88-F9CA-4648-849F-FCE6062D5620.jpeg

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Community Expert ,
Oct 16, 2021 Oct 16, 2021

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

https://account.adobe.com/plans

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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