Adobe not recognising subscription

[perry.wong1]

I spent four hours with Adobe chat yesterday with no progress and I was passed from consultant to consultant. 

When trying to convert a Word document to a PDF using the Acrobat app and also the document cloud, it tells me to upgrade my subscription. When I click "Subscribe Now" it passes me to the payment page, which tells me I already own the product. Consultant number 6 advised that my subscription should allow me unlimited access to creating PDFs.

When I got to Consultant number 9, he advised that this is a known issue for education users. A quick google dates similar issues back to 2018. It would appear that this is an issue that has not been resolved for over 2.5 years. It would also appear that Adobe does not seem to have a solution or would not like to investigate a solution.

Does the wider community know how one can overcome this?

Thanks

[ls_rbls]

I also think that a lot of users forget that you can use one Acrobat Pro DC subscription in more than one computer but it can't be used simultaneously in  any given two computers at the same time.

You need to sign off completely  from one computer in order to be able to sign in again in another computer device with the same Adobe ID.

To confirm if this is the issue you need to go online and sign in with your AdobeID (the primary email address associated with your subscription, not with a Facebook, Google, nor an Apple ID) here:

htpps://account.adobe.com/plans 

In that page, click on the link "Manage Plans".

On the next page scroll down to the bottom of that page and see the section that I am illustrating here with the slide below:

Below that disclaimer you should see a list of computer devices that you've used with your current AdobeID (just remeber, your AdobeID IS your current subscription).

If you see more than one computer device activated, remove those.

Only leave activated the comoputer that you're currently using.

[perry.wong1]

Unfortunately, this did not help.

[ls_rbls]

In which version of Adobe Acrobat are you experiencing this issue? Is this happening even if you've updated to its latest version?

Also, have you clicked on Help, and then Repair Installation ?

[ls_rbls]

I forgot to add,

If when you visited the link that I posted above, if you checked your billing information to confirm that there are no payment discrepancies.

[perry.wong1]

Yes latest - Consultant Number 4 got me to de-install and reinstall as well.

Also no payment discrepancies - I am paid up till April 2021.

[ls_rbls]

If you have a laptop, a mobile device, or just any other computer to test with, are you able to sign in to the document cloud with that same AdobeID?

I am trying to figure out if, if instead of just uninstalling and reinstalling to use the adobe acrobat cleanup amd repair tool.

Thne, in the case that you're using MS Windows, I would  create a new user account in that misbehaving computer and install Adobe Acrobat afresh in that new user account.

However, please see this thread posted from an Adobe employee to another user with a similar issue:

https://community.adobe.com/t5/document-cloud-pdf-services/adobe-export-pdf-subscription-not-recogni...