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kyler5804769
kyler5804769
Participant
January 24, 2019
Question

Adobe won't recognize my subscription

  • January 24, 2019
  • 8 replies
  • 29715 views

I keep receiving a message stating that my free trial is expired and I need to purchase AcrobatPro in order to edit PDFs.  I purchased the upgrade and Adobe doesn't recognize the purchase.

    8 replies

    J
    Jennifer27057766kis4
    Participant
    November 10, 2022

    I've just wasted an entire day trying to resolve this issue, even updated the operating system and it still won't work. Used Adobe Cleaner, even went into the Terminal to delete Adobe files. Incredibly frustrating and I can't believe I've wasted so much time trying to edit a PDF, which would have taken me 10 minutes.

    Adobe was apparently having this issue two years ago, so they must not want to fix it. Thanks Adobe for wasting so much of everyone's time. I will take any possible opportunity to not use your software for the rest of my life. Shame on you.

      W
      Warren260881782v1q
      Participant
      February 16, 2023

      This is VERY common, I would say routine experience for our user community.  Beggars belief that people willingly pay Adobe for this experience. Hope triumphing over experience 😀

        R
        Robb33405605v5gn
        Participant
        November 6, 2023

        Same issue here. 

        There is no 'sign out' either. There is only an 'exit application' option and that does not work either. 

         

        Class action lawsuit time?

        D
        default1if7ugxf3mdg
        Participating Frequently
        October 14, 2021

        As with others in this, and many other threads in the community, I've tried numerous times and have had no success. Could somebody from Adobe please contact me directly to arrange a full refund of our subscription. No point paying for something that quite obviously doens't work effectively.

          D
          donc31044628
          Participant
          October 4, 2022

          This is what I did to resolve this issue. Uninstalled Adobe Acrobat, deleted the registry entries for Adobe under HKLM and HKCU software keys. Deleted the Adobe subscription account in our Adobe admin console, created a new account, with a new email ID (one of the alias'), reinstalled Adobe and signed in with the new ID. Then the user was able to use Adobe again.

          Meenakshi Negi
          Community Manager
          Meenakshi NegiCommunity Manager
          Community Manager
          December 10, 2020

          Hi,

           

          Thank you so much for your cooperation and for your patience on this.
          Please sign out from the Acrobat application, restart the app, then sign back in and check.

           

          Let us know how it goes and share your observations.

           

          Thanks,

          Meenakshi

          Z
          Zande Immigration
          Participant
          March 1, 2021

          The issue persists. I have uninstalled the free trial, reinstalled from the link that Adobe sent me via email with my subscription. Still did not recognize my paid subscription and I uninstalled and reinstalled... Spending all morning on this and still does not recognize my subscription!

          I cannot edit my documents unless I go through the Adobe website. 

          Is there a fix for this yet?

            Meenakshi Negi
            Community Manager
            Meenakshi NegiCommunity Manager
            Community Manager
            March 2, 2021

            Hey!

             

            Sorry for the trouble.

             

            We see that you have recently subscribed to Acrobat Pro DC. 

            Could you please let us know what happens when you try to activate the application?

             

            Try uninstalling the application using the cleaner tool and reboot the machine.

            Then reinstall Acrobat from this link: https://helpx.adobe.com/download-install/kb/download-install-acrobat-subscription.html 

             

            Let us know if that helps.

             

            Thanks,

            Meenakshi

             

            C
            chriscurtis
            Participant
            December 10, 2020

            There is a service outage as it states quite clearly on the front page of the forum Acrobat Activation Issue - Alert - License expires - Adobe Support Community - 11666527 

              F
              Florentina5EEC
              Participant
              December 10, 2020

              Hi, any luck guys? 

              I am having the same issue, chat support is busy. Anu advice on what it worked for you will be much appreciated

              thanks 

              Meenakshi Negi
              Community Manager
              Meenakshi NegiCommunity Manager
              Community Manager
              December 10, 2020

              Hi Alexandru,

               

              We are extremely sorry for the experience. We are aware of the issue and are working on a priority basis to address this as soon as possible. You can also check the status of the ongoing issue here: https://status.adobe.com/

              Thanks for your patience on this, we'll keep you posted once the issue gets fixed.

               

              Thanks,

              Meenakshi

                MF+
                MF+
                Participant
                November 9, 2020

                Hi,

                got a similar problem with Acrobat Pro DC (current version). Even though I've got a running subscription, the message that my membership is expired won't disappear and the editing functions stay disabled. Signing out and in didn't work for my case. Neither did restarting the application, the whole system or fully reinstalling the program solve the issue.

                 

                Would be really great to find a solution for this problem soon.

                Thanks in advance.

                  AkanchhaS8194121
                  AkanchhaS8194121
                  Legend
                  January 30, 2019

                  Hi Kyler,

                  We see that you have an active subscription of Acrobat DC registered under your account. If you are still being redirected to the buy now page then there must be two scenario-

                  1. If you have used Acrobat DC's 7-days free trial, then you may "Sign Out" from the application. Open Acrobat>Sign Out and "Sign In" again to sync your subscription. Download Pro or Standard versions of Acrobat DC | Non-subscription
                  2. As TestScreenName said, make sure you have the Acrobat DC installed  . If you have Adobe Acrobat Reader DC installed which is a free application then you wont be able to use Edit toll in it. And you will be directed to buy now or trial expired page. So uninstall Adobe Acrobat Reader DC.

                  Let us know if it causes any further trouble.

                  Regards,

                  Akanchha

                    K
                    kilbourneg90937563
                    Participant
                    May 13, 2020

                    Neither of these options work for us.  The user in our company currently with the issue never even had adobe reader installed, they only had acrobat pro.  Some how their license got removed from our company account, so i added them back and had them sign out and back in.  That did not work, so we uninstalled the program and reinstalled it.  Still doesnt work.  How do we fix this?

                      E
                      edgarr56490324
                      Participant
                      September 3, 2020

                      Hi! I'm having this same issue and need to edit some files ASAP. My company also updated the license but Adobe isn't recognizing that when I open the Acrobat DC Pro desktop application. The same subscription message keeps coming up.

                        T
                        Test Screen Name
                        Legend
                        January 24, 2019

                        If you paid for Acrobat Pro, did you ALSO download it, and install it, and uninstall the Acrobat Reader you don't need any more?

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